走动式管理模式在门诊管理中的应用效果

Application of the management by wandering around model in the management of outpatient service

目的 探讨走动式管理模式在门诊护理管理的应用,通过倾听护理人员,门诊患者的倾诉,引导护理人员关注护理质量,增加护理人员协作意识,改善护理质量及患者满意度.方法 2016年1月开始实施走动式管理,护理管理者深入临床一线,按照临床护理质量控制评分表,发放门诊患者满意度调查表,发现临床护理存在问题,及时制定并指导实施改进措施,巩固改进质量.结果 2016年实施走动式管理质量管理模式后,分诊护理质量（96.27±0.69）分,护理礼仪（98.33±1.31）分,护理操作（96.97±1.26）分,急救药物器械管理（99.36±0.44）分,患者满意度（91.11±2.56）分,2015年实施前相应得分分别为（95.10±1.08）、（95.31±1.24）、（95.47±1.15）、（95.56±1.51）、（81.15±4.68）分,差异有统计学意义（P〈0.05）.结论 走动式管理模式,有利于管理者直接获取临床一线的问题,及时针对性干预,达到护理人员协作目标,主动参与门诊管理,提高门诊管理质量及管理者管理水平,改善服务品质.

ObjectiveTo explore the application of the management by wandering around （MB-WA） model in the management of outpatient service,listen to the nurses and patients in the outpatient service,induct nurses to pay attention to the nursing quality,enhance the collaboration awareness of nurses,improve the quality of nursing and the satisfaction of patients.Methods The MB-WA model was implemented from January 2016. According to the clinical nursing quality control score table,nursing managers went to the clinical line,handed out the outpatient satisfaction questionnaire,found out the problems in the clinical nursing,promptly formulated and implemented measures to consolidate the quality of improvement.Results After the implementation of the MB-WA model in 2016,the scores of triage nursing quality （96.27±0.69）,nursing etiquette （98.33±1.31）, nursing operation （96.97±1.26）,management of emergency medicine instrument （99.36±0.44）,and patient satisfaction （91.11±2.56） increased when compared to the scores before the implementation in 2015 [（95.10±1.08）,（95.31±1.24）,（95.47±1.15）,（95.56±1.51） and （81.15±4.68）]. The differences were statistically significant （P〈0.05）.Conclusions The ME-WA model help the managers to directly access the clinical problems,provide timely and targeted interventions,achieve the goal of the cooperation of nurses, participate the outpatient management,increase the outpatient management quality and management level of managers,and improve the service quality.