六西格玛管理法在A医院B病区护理质量管理中的应用研究

A Study on Application of Six Sigma in Nursing Quality Management——A Case Study of Ward B in Hospital A

本研究运用六西格玛管理法,对A医院B病区2013年1月至2015年6月的护理质量检查结果进行追踪分析,探索了影响护理质量的关键因素.首先,梳理并计算出9项指标的西格玛值,发现护理质量问题.其次,运用专家访谈法和鱼刺图方法对产生这些问题的原因进行深入分析,发现影响护理质量的关键因素.最后,进行了流程改造,提高了护理质量和病人的满意度.

This paper explores this critical question through the application of six sigma management method in the tracking of data from January 2013 to June 2015 nursing quality check results of Ward B in Hospital A.Firstly, the research collected the existing nursing quality standards, and analyzed 9 indicators of ward nursing by six sigma level measurement.The research found most of the indexes are in 3 ~ 5 sigma level, which means that there is existing a big gap of the nursing quality.Secondly, using the fishbone diagram and interviewing method, the research explored the key factors of nursing service quality.Finally, in order to improve the quality, the research enhanced the assessment methods, reconstructed the nursing process and so on to achieve successfully the six sigma quality level, improve patient satisfaction.