人性化服务在小儿外科病房护理管理中的应用

The application of humanization services in nursing management in pediatric surgical ward

目的探讨小儿外科病房护理管理中人性化服务的应用效果。方法从2013年1月起,对我院小儿外科病房护士进行人性化护理管理,如调整排班制度、完善激励机制、合理配置人力资源、营造良好的工作氛围等,比较人性化护理管理实施前后的患儿满意度、护理纠纷率、护理投诉率等。结果人性化护理管理实施后的患儿总满意率、护理质量评分均显著高于实施前,P<0.05;实施后的护患纠纷率、护理投诉率均显著低于实施前,P<0.05。结论在小儿外科病房开展人性化护理管理,有助于激发护理人员工作热情,提升护理质量及护理人员的整体素质,和谐护患关系,提高患儿满意度,减少护患纠纷。

Objective This article aimed to investigate the effects of human services in nursing management in pediatric surgical ward.Methods Since January 2013, human care management was executed in pediatric surgical ward of our hospital, measures such as adjust the scheduling system, improve the incentive mechanism, the rational allocation of human resources, create a good working atmosphere, were done. Satisfaction, dispute rate care and nursing complaint rate before and after humane care management was implemented were compared.Results After the humane care management was executed, overall satisfaction rate of children with and the quality of care scores were significantly higher than that before the implementation （ P〈0.05）.After the implementation nursing disputes rate and care complaints were significantly lower than that before the implementation （P〈0.05）.Conclusions The implement of humane care management in pediatric surgical ward could help stimulate enthusiasm of nurse stuff, improve the overall quality of care and quality of nurses, tuneful nurse-patient relationship, improve satisfaction and reduce nurse-patient disputes.