门诊走动式巡视风险因素预判管理法对门诊护理服务质量的影响

Effect of Pre-Judgment Management Method of Risk Factors in Outpatient Walking Inspection on the Quality of Outpatient Nursing Service

目的探讨门诊走动式巡视风险因素预判管理法对门诊护理服务质量的影响。方法运用资料回顾性和根因分析法,将实行常态化门诊部管理工作制度的该院门诊部2016年度门诊部护理工作质量资料作为对照组,将实施门诊走动式巡视风险因素预判管理法进行门诊部管理工作制度的2017年度门诊部护理工作质量资料作为观察组,对比两年度门诊部门诊护理服务质量标准考核得分、护理风险发生、不良事件和服务满意度及投诉等情况。结果观察组门诊护理服务质量中护理服务态度、沟通能力、主动服务、风险预判能力、急救护理能力等评分均明显高于对照组;观察组监察室第三方满意度调查门诊就医患者和医技人员对门诊护士的工作满意度均明显高于对照组;观察组护理风险、不良事件及投诉发生率明显低于对照组,差异有统计学意义(P<0.05)。结论在门诊部常态化管理基础上实施门诊走动式巡视风险因素预判管理法,能提高门诊护理人员对就诊者风险因素进行预警性判断,启动应急管理,减少了护理风险和不良事件的发生,提高了门诊就医患者和医技人员对门诊护理人员服务满意度,门诊护理服务总体质量得到明显提升。

Objective To explore the influence of the pre-judgment management method of outpatient walking patrol riskfactors on the quality of outpatient care services. Methods Using the data retrospective and root cause analysis method, thequality information of the 2016 outpatient department nursing work of the normalized outpatient department was used as thecontrol group, and the outpatient walking patrol risk factor prejudging management method was implemented. The outpatientdepartment＇s management work system＇s 2017 outpatient department＇s nursing work quality data was used as an observationgroup to compare the two-year outpatient department＇s outpatient care service quality standard assessment scores, care riskoccurrence, adverse events, service satisfaction and complaints. Results The scores of nursing service attitude, communication ability, active service, risk prediction ability, and emergency care ability in the outpatient care service quality of theobservation group were significantly higher than those of the control group. The observation group＇s supervision room thirdparty satisfaction survey outpatient treatment and medical skills, job satisfaction of the outpatient nurses was significantlyhigher than that of the control group; the incidence of nursing risk, adverse events and complaints in the observation groupwas significantly lower than that in the control group, and the difference was statistically significant（P〈0.05）. ConclusionOn the basis of the normal management of the outpatient department, the implementation of the outpatient walking inspectionrisk factor pre-judgment management method can improve the outpatients＇ nurses＇ early warning judgment on the risk factorsof the patients, initiate emergency management, and reduce the risk of nursing and adverse even ts. The satisfaction of outpatients and medical technicians on outpatient carestaff service was improved, and the overall quality of outpatient care services was significantly improved.