质控反馈联合层级管理对特需病房服务质量的影响

Influence of quality control feedback combined with hierarchical management on the service quality of special needs ward

目的探讨质控反馈联合层级管理对特需病房服务质量的影响。方法选取2019年1月至2020年12月浙江省杭州市萧山区第一人民医院特需病房90名护士为研究对象,实施前采用传统护理模式,实施后采用层级管理及质控反馈模式,比较实施前后病房护士操作与理论考核成绩、护理质量、心理状态及患者满意度情况。结果实施后的护士操作及理论成绩高于实施前,差异有统计学意义(P<0.05);实施后护士心理状态评分低于实施前,差异有统计学意义(P<0.05);实施后护理质量评分及满意度评分高于实施前,差异有统计学意义(P<0.05)。结论质控反馈联合层级护理管理模式应用于特需病房可以显著提高护士的自身素质,并改善其心理状态及提高其护理质量,值得临床推广及应用。

Objective To explore the influence of quality control feedback combined with hierarchical management on the service quality of special needs ward.Methods From January 2019 to December 2020,90 nurses in the Special Need Ward,Xiaoshan District First People’s Hospital of Hangzhou City,Zhejiang Province were selected as the research objects.The traditional nursing mode was continued before implementation,and the hierarchical management and quality control feedback mode was adopted after implementation.The results of nurses’operation and theory assessment,nursing quality,psychological state,and patient satisfaction were compared before and after implementation.Results The operational an theoretical scores after implementation were higher than before implementation,and the differences were statistically significant(P<0.05);the psychological state score of nurses after implementation was lower than before,and the difference was statistically significant(P<0.05);nursing quality score and satisfaction score after implementation were higher than before implementation,and the differences were statistically significant(P<0.05).Conclusion The application of quality control feedback combined with hierarchical nursing management mode in the special need ward can significantly improve the quality of nurses,improve their psychological state and improve their nursing quality,which is worth clinical promotion and application.