摘要
目的探讨"品管圈"在实施优质服务中的应用效果。方法通过在患者中开展满意度调查,对比活动前后住院和出院患者满意率的变化,对"品管圈"活动在优质服务中的作用进行评价。结果 "品管圈"活动前后住院和出院患者总满意率差异有显著性(P<0.05),住院患者总满意率由91.67%提高到96.25%,出院患者总满意度由77.08%提高到90.00%;不同环节"品管圈"活动前后的满意率比较,除"病室环境"的满意率差异无显著性外,其他环节的满意率变化也均有统计学意义(P<0.05)。结论将"品管圈"活动应用到医院服务质量检查中,不仅可以改进服务质量,提高患者的满意率,而且调动了医院员工参与管理的意识,提高了工作积极性。
Investigate the effect of the quality control circle program on high-quality nursing service. [Methods] Carry out a satisfaction survey among patients, compare the satisfaction-rate of inpatients and dis- charged patients before and after the activities, and assess the effect of quality control circle in high-quality nursing service. The effect of the quality control circle program on high-quality nursing service is assessed through a satis- faction survey and analysis among inpatients and discharged patients before and after the program. [ Results ] Before and after the quality control circle program, the total satisfaction-rate present a significant difference（P 〈0.05）, which is increased from 91.67% to 96.25% for inpatients, from 77.08% to 90.00% for discharged patients; comparing satis- faction-rate of different aspects before and after the quality control circle program, except for ＂ward environment＂, every aspect showed a statistically significant （P 〈0.05）. [ Conclusion] The application of the quality control circle program in the inspection of quality service will not only promote the service and patients＂ satisfaction, but also fos- ter a sense of participation of nurses/staffs in hospital management and increase their enthusiasm.
出处
《中国现代医学杂志》
CAS
CSCD
北大核心
2012年第18期100-102,共3页
China Journal of Modern Medicine
关键词
品管圈
质量
改进
评价
quality control circle
quality
improve
evaluation
