基于SOP的护理服务标准化程序在提升眼科护理服务质量中的应用

Application of standardized nursing service procedures basedon SOP in improving nursing service quality in ophthalmology

目的:评价基于标准作业程序(SOP)的护理服务标准化程序在临床的应用效果。方法:成立护理SOP小组。基于SOP原则,将护理服务用语、行为和流程进行标准化和精细化,并构建护理服务标准化程序。从护理服务质量、患者满意度和护理服务投诉3个方面比较实施护理服务标准化程序的临床应用效果。结果:实施护理服务标准化程序后,护理服务质量和患者满意度均较前明显提升,护理服务投诉较前明显下降(P<0.01)。结论:实施护理服务标准化程序可有效提升护理服务质量,提高患者满意度,减少护理服务投诉的发生。

Objective:To evaluate the clinical application effect of standardized nursing service procedures based on standard operating procedures(SOP).Methods:A nursing SOP group was established. Then the nursing service wording, behaviors, and processes were standardized and refined based on the principles of SOP, and nursing service standardization procedures was constructed. The clinical application effect of implementing standardized procedures for nursing services was compared from three aspects: quality of nursing services, patient satisfaction, and nursing service complaints.Results:After the implementation of standardized procedures for nursing services, the quality of nursing services and patient satisfaction were significantly improved, and nursing service complaints were significantly decreased(P<0.01).Conclusion:The implementation of standardized procedures for nursing services can effectively improve the quality of nursing services, improve patient satisfaction, and reduce the occurrence of nursing service complaints.