运用品管圈提高技诊带检效率及住院患者满意度

Application of Quality Control Circle to Improve the Efficiency of Technical Examination and Inpatient Satisfaction

目的:探讨分析应用品管圈(Quality Control Circle,QCC)活动对医院技诊带检效率以及住院患者护理满意度的影响作用。方法:选取2014年9月-2015年10月于本院住院治疗的80例患者,调查患者的住院满意度情况,分析住院中不满意的相关问题,应用QCC活动成立小组,制定有效的改善方法,提高医院支持中心陪检人员的服务水平,对比分析QCC应用前后对患者满意度的影响作用。结果:根据问卷调查结果显示,影响住院患者满意度的因素主要包括陪检水平、优质服务、服务态度、出入院指导、主动关心、陪检效率等,QCC应用前患者满意率为82.5%,QCC后患者满意率为97.5%,比较差异有统计学意义(P<0.05);QCC后患者治疗依从性、SF-36评分及差错次数均优于实施前,比较差异有统计学意义(P<0.05);QCC后医院陪检人员整体提升了护理水平,其工作积极性、工作态度、护理专业等方面均有显著提升。结论:QCC开展有效提高了医院陪检人员临床服务水平,提高患者住院满意率,同时陪检人员通过QCC开展能够发现现存的问题,在实践中不断改善和总结经验,以此来看QCC对于医院临床技诊带检工作的管理以及质量提升都有着显著的推动作用。

Objective:To explore the effect of Quality Control Circle(QCC)activity on the efficiency of hospital technical examination and nursing satisfaction of hospitalized patients.Method:80 patients enrolled in our hospital from September 2014 to October 2015 were selected,the hospitalized satisfaction was surveyed and the related problems of unsatisfactory hospital were analyzed.QCC activities were used to set up a group to develop effective methods to improve the level of hospital nursing work,the effect of QCC before and after application on patients’satisfaction were analyzed.Result:According to the results of the questionnaire survey,the factors influencing inpatient satisfaction mainly included nursing level,quality service,nursing attitude,guidance for admission and discharge,active care and nursing efficiency.The satisfaction rate of patients before QCC was 82.5%,but the rate was 97.5%after QCC,there was significant difference between the two groups(P<0.05).The treatment compliance,the score of SF-36 and the number of nursing errors after QCC were better than those before treatment,there were significant differences(P<0.05).After QCC,the hospital nurses generally improved their nursing level and their enthusiasm,work attitude,nursing profession and so on.Conclusion:QCC can effectively improve the clinical nursing level of nursing staff and patients’satisfaction.At the same time,the nursing staff can find the existing problems by QCC,and constantly improve and summarize the experience in practice.From this point of view,QCC has a significant role in promoting the management and quality improvement of clinical nursing work in hospital.