卓越绩效模式在提升医院护理管理品质中的应用研究

Application research of performance excellence model in improving the quality of hospital nursing management

目的分析、总结卓越绩效模式与平衡积分卡在护理管理中的融合应用.方法护理部门通过应用平衡积分卡围绕财务、顾客、内部流程、学习与成长四个层面将部门发展与医院战略相结合,并将战略指标落实为可操作的衡量指标和目标值,保证战略的有效执行.结果卓越绩效是个开放的管理模式,采用卓越绩效模式进行护理管理后,护理队伍管理理念发生变化,一方面护理质量、患者满意度等得到了大幅提升,另一方面员工的效益得到了提升,充分调动了工作积极性.实施后患者满意度第三方测评提升了5.2%,投诉率下降了23.1%,优质护理服务质量提升了2.3%,护理人员流失率下降33.3%.结论卓越绩效的导入和全面实施能够提升医院护理管理品质.

Objective To analyze and summarize the application of performance excellence model and balanced score card in nursing management. Methods Nursing department combined departmental development with hospital strategy around the four levels of finance, customer, internal process, learning and growth by applying the balance score card, and implemented the strategic indicators as operational metrics and target values to ensure the effective implementation of the strategy. Results Performance excellence is an open management model. After adopting the high performance model for nursing management, the management concept of nursing team changed. On the one hand, the quality of nursing and patient satisfaction was greatly improved. On the other hand, the benefits of employees were improved, and the work enthusiasm of the staff was mobilized. After the implementation, the third-party evaluation of patient satisfaction increased by 5.2%, the complaint rate decreased by 23.1%, the quality of quality nursing service increased by 2.3%, and the rate of nursing staff turnover decreased by 33.3%. Conclusion The introduction and full implementation of performance excellence can improve the quality of hospital nursing management.