质量管理工具在医院优质护理服务中的应用

The application of quality management tools in hospital high quality nursing service

目的:探讨质量管理工具在优质护理服务中的应用效果。方法:将质量管理工具应用到护理质量管理中,对严重护理不良事件使用RCA(根本原因分析);对护理工作流程改进使用TPS(丰田生产模式);员工自发解决护理工作的品质问题使用QCC(品管圈);护理工作的标准化使用SOP(标准作业流程)。通过比较质量管理工具使用前后护理不良事件发生率、护理工作流程改进项目数量、品管圈活动解决护理问题数量、护理工作标准化数量。结果:通过QCC,改善14类问题的发生率;通过RCA,降低了8类不良事件的发生率;通过TPS,改进6个流程,平均节约时间20min;通过SOP,制定了8个标准程序。结论:通过质量管理工具的应用,充实完善了护理质量管理内涵,调动了护理人员主动服务和创新管理的积极性,进一步深入推进了优质护理服务。

Objective： To evaluate the effectiveness of quality management tools in hospital high quality nursing service. Methods： Several quality management tools were implied to enhance the quality of nursing service work： root cause analysis （RCA） was used for serious nursing adverse events analysis; Toyota production mode （TPS） was used to improve the process of nursing work; quality control circles （QCC） was used to solve the problem of nursing work; standard operating procedure （SOP） was used to optimize the nursing work process. Then, comparing the incidence of adverse events, the number of nursing process improvement, solved problems, and standardized nursing procedure by using the quality management tools. Results： The incidence of 14 kinds of problems decreased after using QCC; the incidence of eight categories of adverse events reduced by using RCA; six processes improved with 20 minutes reduction on average through using TPS; and eight standard procedures have been established after using SOE Conclusion： The application of quality management tools can enrich the nursing management, simulate the enthusiasm of active service and innovative management among nursing staff, and deeply promote the quality of nursing service.