摘要
目的探讨品管圈活动在提高急诊输液室患者满意度中的应用效果。方法成立品管圈活动小组,确立"提高急诊输液室患者满意度"为活动主题,进行现状调查,分析患者满意度较低的原因包括:缺乏娴熟的专业技能;服务态度差,缺少人文关怀;核对制度不严格,护理差错增加;排班制度欠佳,护士配备不足;输液流程复杂;等候输液时间长;急诊输液室环境嘈杂;患者及家属维权意识增强,期望值较高。针对原因设定目标,制定相应的对策并组织实施。采用患者满意度调查问卷和圈员素质自评量表,比较实施品管圈活动前后患者和圈员的得分差异。结果急诊输液室患者满意度由对策实施前的87.8%上升至97.4%,具有统计学差异(P<0.05);圈员的工作积极性、责任心、评判性思维能力、解决问题能力、沟通协调能力、团队凝聚力、品管方法等显著提高。结论开展品管圈活动不仅可以提高急诊输液室患者的满意度,还能提高护士的综合素质。
Objective To explore the application effect of quality control circle （QCC） on improvement of patient satisfaction in emergency transfusion room. Methods A QCC activity group named ＂circle of love＂ was set up. The theme for improvement of patient satisfaction in emergency transfusion room was established and the current status was investigated. The reasons of lower level of patient satisfaction were as below：the lack of professional skills;the poor service attitude and the lack of humanistic care;the undemanding check system and increasing nursing errors;the unreasonable scheduling system and shortage of nurse staff;the complicated infusion process;longer waiting time;noisy environmental;enhancement of right-protectiopn awareness and expectations in patient and family. The goal and countermeasures were formulated and implemented according to above reasons. The scores of patients and circle member were compared before and after the QCC activity combined with patient＇s satisfaction questionnaire and quality self-assessment scale of circle member. Results 1）Tangible results： patient＇s satisfaction in emergency transfusion room accounted for 97.4 percent,up from 87.8 percent before implementation of countermeasures,and the difference was statistically significant （P〈0.05）. 2）The intangible results： the work enthusiasm,responsibility,critical thinking,problem-solving ability,communicational ability,team cohesiveness,quality control methods in circle members improved significantly. Conclusion The quality control circle activity could not only improve patient＇s satisfaction in emergency transfusion room,but also enhance the comprehensive quality of nurses.
出处
《实用医药杂志》
2014年第9期830-832,共3页
Practical Journal of Medicine & Pharmacy
关键词
品管圈
急诊科
输液室
患者满意度
Quality control circle
Emergency department
Transfusion room
Patient＇s satisfaction
