失效模式与效应分析对影像科患者服务质量的影响

Effect of failure mode and effect analysis on service quality for imaging department patients

目的 探讨失效模式与效应分析对影像科患者服务质量的影响.方法 选取2012年3月-2014年2月在影像科进行CT检查的1159例患者为对照组,实施常规护理管理.选取2014年3月-2016年2月在影像科进行CT检查的1163例患者为观察组,在对照组的基础上实施失效模式与效应分析护理管理.比较实施前后影像学辅助结果与临床诊断的相符合度、医疗纠纷、护理满意度及实施前后危机值.结果 实施失效模式与效应分析干预后10种失效模式的危机值较实施前均明显降低,差异有统计学意义（P〈0.01）.观察组患者影像学辅助结果与临床诊断的相符合度为99.83%,对照组为98.53%,观察组高于对照组,差异有统计学意义（P〈0.01）;观察组患者医疗纠纷发生率为0.26%,对照组为1.81%,观察组患者低于对照组,差异有统计学意义（P〈0.01）.观察组患者对健康教育、服务态度、环境管理、沟通关爱及工作能力的满意度均高于对照组患者,差异均有统计学意义（P〈0.01）.结论 对影像科患者实施失效模式与效应分析干预后,失效模式项目的危机值明显降低,提高了影像学辅助结果与临床诊断的相符合度,降低了医疗纠纷发生率,从而提高了患者的护理满意度.

Objective To explore the effects of failure mode and effect analysis on nursing satisfaction of patients in Department of Imaging.Methods From March 2012 to February 2014,totals of 1159 cases underwent CT examination in imaging department were selected as the control group,and received routine nursing management. From March 2014 to February 2016,totals of 1163 patients underwent CT examination in imaging department were chosen as observation group,and received failure mode and effect analysis of nursing management based on the control group. Before and after interventions,the consistent degree of imaging auxiliary results and clinical diagnosis,medical disputes,nursing satisfaction and the crisis were compared.Results After the failure mode and effect analysis interventions,the crisis value of ten failure modes were significantly lower than that before the implementation （P〈0.01）. The consistent degree of assisted imaging results and clinical diagnosis in the observation group were 99.83%, and 98.53% in the control group,so the observation group was significantly higher than the control group （P〈0.01）;the incidence of medical disputes was 0.26% in the observation group and 1.81% in the control group,and the observation group were significantly lower than that of the control group （P〈0.01）. The satisfactions to health education,service attitude,environmental management,communication and care and job ability in the observation group were higher than those in the control group,and the differences were statistically significant （P〈0.01）.Conclusions After failure mode and effect analysis of intervention is implemented in radiology department patients,failure modes′ crisis value is decreased,auxiliary results of image with the clinical diagnosis is improved,the incidence of medical disputes is induced,and the satisfaction degree of patients is improved.