基于柏拉图分析法的品管圈活动降低护患纠纷发生率的实践研究

Practical Research on Reducing the Incidence of Nurse-patient Disputes by Quality Control Circle Activities Based on Plato Analysis

目的:分析基于柏拉图分析法的品管圈活动对护患纠纷发生率的控制作用。方法:医院20名护士于2018年7—12月自发实施基于柏拉图分析法的品管圈活动,以"降低护患纠纷发生率"为主题;将2018年1—6月接受常规护理管理的18名护士的绩效考核结果作为对照,分别记为A组和B组。对比2个时间段内护患纠纷发生率,评价2种模式实施后护士各方面能力。结果:基于柏拉图分析法的品管圈活动实施后护患纠纷发生率明显低于实施前(P<0.05),且已达到目标值;基于柏拉图分析法的品管圈活动实施后护士QCC手法、积极性、服务水准、团队精神、沟通能力、科室凝聚力、创新能力、个人综合能力评分均高于常规管理模式实施后,对比差异均有统计学意义(P<0.05)。结论:对护士实施基于柏拉图分析法的品管圈活动能显著降低护患纠纷发生率,还可显著改善护士各方面的能力。

Objective:To explore the control effect of the incidence of nurse-patient disputes by quality control circle activities based on Plato analysis.Methods:From July to December 2018,20 nurses spontaneously carried out quality control circle activities based on Plato analysis method.The theme is to reduce the incidence of nurse-patient disputes.The results of performance appraisal of 18 nurses who received routine nursing management from January to June 2018 were compared.They were divided into group A and group B.The incidences of nurse-patient disputes in two time periods,and the various abilities of nurses after the implementation of the two models were compared.Results:The incidence of nurse-patient disputes after the implementation of QCC activities based on Plato analysis method was significantly lower than that before the implementation(P<0.05),which reached the target value.The scores of QCC skill,enthusiasm,service level,team spirit,communication ability,department cohesion,innovation ability and individual comprehensive ability of nurses after the implementation of QCC activities based on Plato analysis method were higher than those after the implementation of conventional management mode,and the differences were statistically significant(P<0.05).Conclusion:The implementation of quality circle activities based on Plato analysis for nurses can significantly reduce the incidence of nurse-patient disputes and significantly improve the abilities of the nurses in all aspects.