问题管理模式用于急诊科护理质量管理对护理满意度的影响

Application of problem management model in nursing quality management in emergency department

目的探讨问题管理模式用于急诊科护理质量管理对护理满意度的影响。方法2015年将问题管理模式用于急诊科护理质量管理，实施1年后观察护理满意度、护理投诉、护理纠纷等发生情况，并与2014年进行比较。结果2015年急诊科护理投诉率为0．08％，护理纠纷率为0．03％，护理满意度为95．77％；2014年护理投诉率为0．31％，护理纠纷率为0．14％，护理满意度为92．16％。2015年护理投诉率、护理纠纷率均明显低于2014年，护理满意度明显高于2014年，差异均有统计学意义（P〈0．05）。结论问题管理模式用于急诊科护理质量管理能提高护理满意度，降低护理投诉率和护理纠纷率。

Objective To investigate the problem of management in the quality management of emergency nursing in the nursing sat- isfaction. Methods In 2015 the problem management model used in quality management of emergency nursing, observation and nursing satisfaction,in 1 years after the implementation of nursing complaints and nursing disputes,and compared with the results of 2014 and 2015. Results In 2015,emergency nursing complaint rate were 0.08% ,nursing disputes rate was 0.03% ,nursing sat- isfaction rate was 95.77 %; in 2014,nursing complaint rate was 0.31%, nursing disputes rate was 0. 14%, nursing satisfaction was 92.16%,the nursing complaint rate and nursing disputes of 2015 were lower than 2014,and the nursing satisfaction is higher than 2014,contrast were statistically significant（P〈0.05）. Conclusion Problem management pattern is applied to the quality manage-ment of emergency nursing can improve nursing satisfaction, reduce nursing complaints and nursing disputes.