护工层级管理对老年患者服务质量影响的探讨

Exploration on effect of hierarchical management of nursing workers on service quality for the elderly

目的探讨分析对护工采取四级层级管理模式对老年患者服务质量的影响。方法选取我院52名护工为此次的研究对象,随机分成两组,每组各26名,对照组:由科室护士长进行常规管理方式;实验组:进行护工四级层级管理方式,分析对比两组护工的服务质量的差异和老年患者、家属及医生的满意度。结果经过1,5年的照顾实践,实验组护工各服务质量均优于对照组,差异有统计学意义(P <0.05),实验组满意度要比对照组满意度高,组间比较差异有统计学意义(P <0.05)。结论对护工实施四级管理模式有利于老年患者服务质量的提高,且可以改善患者、家属及医生对护工工作质量的满意程度,减少投诉发生率。

Objective To explore the effect of hierarchical management of nursing workers on service quality for the elderly patients. Methods Fifty-two nursing workers in our hospital were selected as research objects and they were randomly divided them into two groups,with 26 in each group.The control group was given routine management by head nurses while the experimental group was given four-level management of nursing workers.Service quality of nursing workers and satisfaction degree of the elderly patients,family members and doctors in two groups were analyzed and compared. Results After 1 or 5 years of care practice,the service quality of nursing workers in the experimental group was better than that of the control group and the difference was statistically significant(P < 0.05).The satisfaction degree of the experimental group was higher than that of the control group and the comparative difference between two groups was statistically significant(P < 0.05). Conclusion The implementation of four-level management mode for nursing workers is conducive to the improvement of the service quality for the elderly .It can improve the satisfaction with the quality of nursing work of patients,family members and doctors and reduce the incidence of complaints.