品管圈活动在提高特诊患者满意率及护理人员工作能力中的应用

The Application of Quality Control Circle Activity in Improving the Satisfaction Rate of Special Patients and the Working Ability of Nursing Staff

目的探讨品管圈(QCC)活动前后特诊患者满意率及护理人员工作能力的变化。方法我科从2013年9月开始实施QCC,分别选择我院实施QCC前和实施QCC后的特诊患者各210例作为对照组和观察组,对照组采用一般护理,观察组实施QCC模式护理,比较两组患者的满意度,分析QCC活动前后护理人员工作能力的变化。结果观察组患者的满意度得分和满意率均显著高于对照组(P<0.05)。QCC活动后,特诊科圈员的工作积极性、团队凝聚力、协作力、服务理念、解决问题的能力和沟通交流能力较活动前均得到提高(P<0.05)。结论 QCC活动是提高特诊患者满意率及护理人员工作能力的有效方法。

Objective To explore the changes of satisfaction rate of special patients and working ability of nursing staff before and after quality control circle （QCC） activity. Methods From September 2013, QCC activity was performed in our department. Before and after QCC activity, patients were respectively selected as the control group （210 cases） and the observation group （210 cases）. Patients in the control group received routine nursing, while patients in the observation group received nursing based on QCC activity. The patients＇ satisfaction degree was compared between two groups, and the changes of working ability of nursing staffwere analyzed. Results The score of satisfaction degree and satisfaction rate of observation group were significantly higher than those of control group （P〈0.05）. After QCC activity, the working enthusiasm, team cohesion, collaboration, service concept, problem solving skill and communication skill of nursing staff improved significantly （P〈0.05）. Conclusions QCC activity is an effective method to improve the satisfaction rate of special patients and working ability of nursing staff.