摘要
目的完善陪护工服务管理,推进优质护理服务。方法 2014年12月(干预前)便利选取陪护工所工作科室200例患者或家属,以及200例护士。对陪护工服务满意度进行问卷调查。2015年1月—12月期间建立并落实陪护工服务质量管理措施。2016年1月(干预后)再次进行问卷调查。对比干预前后患者或家属、护士对陪护工服务满意度,以及陪护工不合理收费发生情况。结果通过实施陪护工服务质量监管干预,干预后患者或家属对陪护工各项服务的满意度均高于干预前,护士对陪护工的各项满意度均高于干预前,差异均有统计学意义(P<0.01)。干预后陪护工不合理收费发生率为1.50%(3/200),低于干预前的5.00%(10/200),差异有统计学意义(P<0.05)。结论由护理部-护士长/科室主任-管床护士组成的三级陪护工服务监管措施切实可行,效果良好。
Objective To improve the service management of attending workers in hospitaland to promote the quality of nursing service.Methods An investigation was carried out to200patients or their relative and200nurses before implementation of intervention(December,2014).The quality monitoring system was carried out to improve the service quality of attending workersbetween Jan,2015and December,2015,and another investigation was performed after implementationof intervention(January,2016).The satisfaction degree to attending workers and incidenceof unreasonable charges were compared before and after implementation of quality monitoringsystem.Results Patients or their family members were more satisfied with the service providedby attending workers after implementation of quality monitoring system(P<0.01),sowere the nursing staffs(P<0.01).the incidence of unreasonable charges was1.50%(3/200)after implementation of quality monitoring system,which was lower than5.00%(10/200)beforeimplementation(P<0.05).Conclusion The quality monitoring system consisting of nursingdepartment,head nurses and general nurses is an effective tool to improve the management of attendingworkers in hospital.
作者
刘净
林凤英
冯燕英
危娟
LIU Jing;LIN Fengying;FENG Yanying;WEI Juan(Department of Nursing,Guangzhou Panyu Central Hospital,Guangzhou,Guangdong,511400)
出处
《中西医结合护理（中英文）》
2017年第4期156-158,共3页
Journal of Clinical Nursing in Practice
关键词
陪护工
护理服务
满意度
质量管理
attending workers
nursing service
satisfaction
quality management
