PDCA在出院患者护理服务满意度的应用效果(1)
【摘要】 目的：研究探讨PDCA结合质量管理工具在提高出院患者护理服务满意度中的应用效果。方法：选择笔者所在医院2018年1-3月、2018年4-6月共180例出院患者，按照季度将患者分为第一季度组、第二季度组，各90例。运用柏拉图分析法对第一季度组护理服务满意度进行调查，分析其调查结果，再对第二季度组应用PDCA循环管理方法进行管理，于患者出院时调查其护理满意度，比较两组护理满意度情况。结果：第二季度组各项护理满意度评分均高于第一季度组，护理总满意率(96.67%)高于第一季度组(87.78%)，差异均有统计学意义(P<0.05)。结论：应用PDCA循环管理方法可有效提高出院患者对护理服务的满意度，有利于构建和谐护患关系。
【关键词】 护理管理 护理满意度 PDCA循环管理 柏拉图分析法
doi：10.14033/j.cnki.cfmr.2019.29.046 文献标识码 B 文章编号 1674-6805(2019)29-0-03
[Abstract] Objective： To study the application effect of PDCA combined with quality management tools in improving the satisfaction of nursing service patients. Method： A total of 180 discharged patients from January to March 2018 and April to June 2018 were selected. According to the quarter， the patients were divided into the first quarter group (90 cases) and the second quarter group (90 cases). The satisfaction degree of nursing service in the first quarter group was investigated by using the Platonic analysis method， and the results of the results were analyzed. The PDCA cycle management method was applied to the second quarter group， and the nursing satisfaction was investigated in the patients， and the nursing satisfaction of the two groups was compared. Result： The scores of nursing satisfaction in the second quarter group were higher than those in the first quarter group， the nursing satisfaction rate in the second quarter group (96.67%) was higher than that in the first quarter group (87.78%)， and the differences were statistically significant (P<0.05). Conclusion： The application of PDCA cycle management method can effectively improve the satisfaction of discharged patients with nursing services， and is conducive to building a harmonious relationship between nurses and patients.
[Key words] Nursing management Nursing satisfaction PDCA cycle management Plato analysis
First-author’s address： The 95th Hospital of the People’s Liberation Army， Putian 351100， China
患者對护理服务的满意度评价是对护理服务质量评价的重要方法，也是评审医院等级的一项重要参考指标。因此患者对护理服务的满意度评价，体现的不仅是护理工作质量，也体现了医院的综合实力[1]。而目前大多数医院在开展医疗服务过程当中，更加重视患者在就医期间的体验与意见，随着患者对医疗服务不断提出高要求，如何提高患者对医疗服务的满意度成为众多医院重点关注的问题。PDCA是一种重视过程关管理及环节控制的持续质量改进管理方法，在医院管理中得到广泛应用[2]。本研究旨在探讨PDCA循环管理在提高出院患者护理服务满意度中的应用效果，为此，针对2018年2个季度共180例出院患者开展研究，具体如下。
1 资料与方法
1.1 一般资料
选择笔者所在医院2018年1-3月、4-6月180例出院患者，按照季度将患者分为第一季度组、第二季度组，各90例。第一季度组男53例，女37例，年龄25～62岁，平均(44.23±17.82)岁;第二季度组男51例，女39例，年龄24～64岁，平均(44.78±17.96)岁。两组患者一般资料比较差异无统计学意义(P>0.05)，具有可比性。两组患者均对研究知情配合。, http://www.100md.com(林瑞美 薛水兰 陈巧郁)
【关键词】 护理管理 护理满意度 PDCA循环管理 柏拉图分析法
doi：10.14033/j.cnki.cfmr.2019.29.046 文献标识码 B 文章编号 1674-6805(2019)29-0-03
[Abstract] Objective： To study the application effect of PDCA combined with quality management tools in improving the satisfaction of nursing service patients. Method： A total of 180 discharged patients from January to March 2018 and April to June 2018 were selected. According to the quarter， the patients were divided into the first quarter group (90 cases) and the second quarter group (90 cases). The satisfaction degree of nursing service in the first quarter group was investigated by using the Platonic analysis method， and the results of the results were analyzed. The PDCA cycle management method was applied to the second quarter group， and the nursing satisfaction was investigated in the patients， and the nursing satisfaction of the two groups was compared. Result： The scores of nursing satisfaction in the second quarter group were higher than those in the first quarter group， the nursing satisfaction rate in the second quarter group (96.67%) was higher than that in the first quarter group (87.78%)， and the differences were statistically significant (P<0.05). Conclusion： The application of PDCA cycle management method can effectively improve the satisfaction of discharged patients with nursing services， and is conducive to building a harmonious relationship between nurses and patients.
[Key words] Nursing management Nursing satisfaction PDCA cycle management Plato analysis
First-author’s address： The 95th Hospital of the People’s Liberation Army， Putian 351100， China
患者對护理服务的满意度评价是对护理服务质量评价的重要方法，也是评审医院等级的一项重要参考指标。因此患者对护理服务的满意度评价，体现的不仅是护理工作质量，也体现了医院的综合实力[1]。而目前大多数医院在开展医疗服务过程当中，更加重视患者在就医期间的体验与意见，随着患者对医疗服务不断提出高要求，如何提高患者对医疗服务的满意度成为众多医院重点关注的问题。PDCA是一种重视过程关管理及环节控制的持续质量改进管理方法，在医院管理中得到广泛应用[2]。本研究旨在探讨PDCA循环管理在提高出院患者护理服务满意度中的应用效果，为此，针对2018年2个季度共180例出院患者开展研究，具体如下。
1 资料与方法
1.1 一般资料
选择笔者所在医院2018年1-3月、4-6月180例出院患者，按照季度将患者分为第一季度组、第二季度组，各90例。第一季度组男53例，女37例，年龄25～62岁，平均(44.23±17.82)岁;第二季度组男51例，女39例，年龄24～64岁，平均(44.78±17.96)岁。两组患者一般资料比较差异无统计学意义(P>0.05)，具有可比性。两组患者均对研究知情配合。, http://www.100md.com(林瑞美 薛水兰 陈巧郁)