晨间交接班细节管理模式在耳鼻喉优质服务中的应用

The application of details-based management model during the morning shift for the excellent services in otolaryngological department

目的探讨晨间交接班细节管理模式在耳鼻喉优质服务中的应用。方法采用《护士基本资料》和《晨间交接班细节管理质量评价》对23名在职护士进行问卷调查，采用《患者人口学资料》和《患者满意度量表》对282名患者进行问卷调查。统计方法包括描述性统计和两独立样本t检验。结果①细节管理质量总评分为（89．34±9．95）分，患者满意度总评分为（85．96±11．59）分；②晨间交接班细节管理质量总评分（t=4．355，P=0．000）、对细节管理认知（t=9．935，P=0．000）、对交接班认知（t=3．538，P=0．001）、十知道掌握程度（t=8．086，P=0．000）和病情汇报（t=3．139，P=0．003）存在显著差异，且实施展间细节管理后显著高于实施前，而考勤（t=1．306，P=0．198）和仪表（t=1．742，P=0．089）在实施晨间细节管理前后并无显著差异；③患者满意度总评分（t=5．485，P=0．000）、护患沟通（归6．654，P=0．000）、服务态度（拄7．631，P=0．000）、手卫生（t=5．047，P：0．000）、病房管理（t=3．442，P=0．001）和隐私保护（t=3．015，P=0．003）存在显著差异，且实施晨间细节管理后显著高于实施前，而专业知识和技能（t=1．786，P=0．075）在实施晨间细节管理前后并无显著差异。结论晨间交接班细节管理显著提高了护士晨间交接班细节管理质量，也提升了患者满意度，值得临床推广与应用。

Objective To explore the application of details-based management model during the morning shift for the excellent services in otolaryngological department. Methods Totally 23 nurses were investigated by Nurses Basic Data and the Quality Assessment of details-based management model during the morning shift. 282 patients were investi-gated by Social Demographic Information about patients and Patients Satisfaction Scale. Descriptive statistics and Inde-pendent-Samples T Test were used to analyze the collected data. Results ①The total score of the quality of management about details were （89. 34±9. 95） points, and the total score of patients＆#39; satisfaction was （85. 96±11. 59） points. ②The total score of the quality of management during the morning shift （t=4. 355, P =0. 000）, the cognition of manage-ment about details （t=9. 935, P = 0. 000）, the cognition of shift （t = 3. 538, P = 0. 001）, the mastery degree of ＆quot;ten know＆quot; （t=8. 086, P =0. 000） and the report of disease （t=3. 139, P =0. 003） were significantly different, and all of the above were significantly higher than that before the implementation of details-based management during the morning shift. However, the work attendance and appearance had no significant difference before and after the imple-mentation of details-based management during the morning shift. ③ The total score of patients satisfaction （t=5. 485, P =0. 000）, the communication between nurses and patients （t=6. 654, P =0. 000）, the service attitude （t=7. 631, P =0. 000）, hand hygiene （t=5. 047, P =0. 000）, the ward management （t=3. 442, P =0. 001） and privacy pro-tection （t=3. 015, P =0. 003） were significantly different, and they were all significantly higher than that before the implementation of details-based management during the morning shift. However, professional knowledge and skills had no significant difference before and after the implementation of details-based management during the morning shift. Conclusions The implementation of the details-based management during the morning shift significantly improved the quality of details-based management for nurses and the patients＆#39; satisfaction, it is worthy of clinical popularization and application.