皮肤科美容门诊“5S”管理模式运用及效果分析

Application of“5S”management mode in cosmetology department

目的探讨皮肤科美容门诊“5S”管理模式运用及效果分析。方法选取2018年6月至2019年5月中国科学技术大学附属第一医院(安徽省立医院)南区皮肤科美容门诊收治的患者500例作为研究对象,其中将实施“5S”管理模式前(2018年6月至12月)收治的患者250例作为对照组,将实施“5S”管理模式后(2019年1月至5月)收治的患者250例作为研究组,分析“5S”管理模式在皮肤科美容门诊护理质量管理中的应用效果。结果研究组护理管理质量,包括服务态度、服务主动性、沟通能力、卫生消毒[(89.1±9.9)分、(87.3±8.0)分、(87.2±8.5)分、(86.7±7.9)分]均高于对照组[(79.2±8.1)分、(79.5±7.6)分、(78.7±7.4)分、(78.3±6.5)分],差异均有统计学意义(均P<0.05);研究组护理人员行为规范考核得分,包括专业素养、仪表端庄、团结协作、责任心[(91.3±3.4)分、(90.5±3.4)分、(89.3±6.2)分、(89.4±3.6)分]均高于对照组[(72.3±2.3)分、(69.4±2.6)分、(77.2±6.4)分、(68.8±3.6)分],差异均有统计学意义(均P<0.05);研究组患者的护理满意度[94.4%(236/250)]高于对照组[86.0%(215/250)],差异有统计学意义(P<0.05)。结论皮肤科美容门诊实施“5S”管理模式可以提高护理质量,规范护理人员行为,提高患者的护理满意度,值得在护理管理中进一步推广应用。

Objective To explore the effect of“5S”management mode in dermatology cosmetology clinic.Methods Five hundred patients admitted in the southern district of cosmetic dermatology clinics of the First Hospital Affiliated to China University of Science and Technology from June 2018 to May 2019 were collected.The patients were divided into control group(June to December of 2018)and study group(January to May of 2019)according to the admission time,with 250 cases in each group.The nursing quality of the two groups were compared.Results The scores of nursing quality in the study group including service attitude score(89.1±9.9),service initiative score(87.3±8.0),communication ability score(87.2±8.5)and sanitation disinfection score(86.7±7.9)were higher than those in the control group(79.2±8.1,79.5±7.6,78.7±7.4,78.3±6.5)with statistically significant differences(P<0.05).The scores of nursing staff in study group were higher than those in the control group,including score of professional accomplishment([91.3±3.4]vs.[72.3±2.3]),score of decorum([90.5±3.4]vs.[69.4±2.6]),score of cooperation assessment([89.3±6.2]vs.[77.2±6.4])and score of responsibility([89.4±3.6]vs.[68.8±3.6]),with statistically significant differences(P<0.05).The nursing satisfaction of patients in the study group(94.4%)was higher than that in the control group(86.0%)significantly(P<0.05).Conclusions The implementation of“5S”management mode in dermatology cosmetology clinic improves nursing quality and patients'satisfaction,which is worthy of promotion.