PKU-VPSM工具在全面持续改进全科护理服务质量中的价值研究

Research on value of PKU-VPSM tool for comprehensive continuous improvement of general nursing service quality

目的分析全科护理的薄弱环节及重要环节,了解社区居民对全科护理的质量要求,探讨PKU-VPSM工具对护理质量管理的积极作用。方法本次研究自2011年6月～2013年6月展开调查,随机选取深圳市盐田区两家社康中心作为观察组,另选取两家管理模式、政策环境、中心规模及社区类型相似的社康中心为对照组。在每家社康中心随机选取100位居民进行问卷调查。调查后,观察组根据调查结果进行有针对性的护理管理及护理干预,对照组不作任何改变。1年后,两组进行第二轮问卷调查,分析并比较调查结果。结果第一轮护理满意度调查结果显示,两组比较相关指标比较,差异无统计学意义（P〉0.05）。第二轮护理满意度调查,观察组护理人员态度、礼貌及耐心程度,对您治疗及病情的了解情况,为您提供帮助的情况,护理技术服务水平,服务总体水平,中心清洁度及中心环境,诊室隐私保护程度及安静舒适方面得分更高,分别由之前的（3.57±0.31）、（4.01±0.42）、（3.81±0.50）、（4.11±0.35）、（3.62±0.38）、（3.01±0.52）、（3.24±0.44）分提升到（4.09±0.31）、（4.14±0.41）、（3.93±0.51）、（4.11±0.35）、（4.22±0.38）、（4.56±0.32）、（4.26±0.41）分（P〈0.05）。观察组患者不仅候诊时间更短,而且接受关于疾病知识、治疗的指导更多、更全面（P〈0.05）。结论 PKU-VPSM工具,有利于社区对居民进行有针对性的全科护理,可显著改善护理质量,提高居民满意度,促进全科护理持续发展。

Objective To analyze vulnerable spots and key spots of general nursing, to know community residents′quality requirements for general nursing, meanwhile, to investigate positive roles of PKU-VPSM tool on nursing quality control. Methods This study was performed from June 2011 to June 2013. Two social rehabilitation centers（Yantian District of Shenzhen） were randomly selected in the observation group, another two social rehabilitation centers with similar management mode, policy environment, center scale and community type were selected in the control group. In each social rehabilitation, 100 residents took part in a questionnaire survey. After the survey, nursing supervision and nursing intervention were performed in the observation group, while for the control group, there was no variation. After a year, the two groups took part in another questionnaire survey. Survey results were analyzed and compared. Results In the first nursing satisfaction survey, results between the two groups had no significant difference（P〉0.05）. In the second satisfaction survey, some survey items in the observation group were higher than in the control group. These items included service attitude, politeness and patience of nurses, their understand degree of your treatment and illness state, assistances provided for you, nursing technical service level, overall service level, cleanliness and environment of centers, treatment privacy protection degree, quietness and comfort level. Items above respectively improved from（3.57±0.31）,（4.01±0.42）,（3.81±0.50）,（4.11±0.35）,（3.62±0.38）,（3.01±0.52）,（3.24±0.44） to（4.09±0.31）,（4.14±0.41）,（3.93±0.51）,（4.11±0.35）,（4.22±0.38）,（4.56±0.32）,（4.26±0.41）（P〈0.05）. In the observation group, patients needed short time to wait for treatment, and patients could also obtain more plentiful and more comprehensive disease knowledge and therapeutic guidance（P〈0.05）. Conclusion PKU-VPSM tool is helpful for pointed general nursing of residents by communities. The tool can significantly improve nursing quality and increase satisfaction of residents, moreover, it can also promote sustainable development of general nursing.