摘要
目的在对出院患者进行护理工作电话回访中应用正反馈闭环管理系统(PFS)理论,提高回访满意度,持续改进护理质量。方法对我院82292例出院患者回访追踪结果进行筛选,汇总不满意事件、分析发生的原因、提出整改意见、跟进效果观察,对结果进行有效性跟踪,形成PFS,使系统产生强大的自激力,促进护理质量良性循环。结果 2010年第3季度至2012年第2季度,回访满意度差异具有统计学意义(P<0.01),各季度满意度比较曲线呈上升趋势,出院患者对于护理工作的整体满意度得到提高。4项回访问题(病房管理问题、护士问题、实习生问题、收费问题)及12项原因(男女患者混住等)在每季度间进行比较,16项结果差异均具有统计学意义(P<0.05,P<0.01),各季度回访问题及原因发生率比较曲线呈下降趋势。结论正反馈闭环管理系统理论是一种科学的系统管理理论,应用PFS管理出院患者护理工作满意度,使护理质量得到持续改进,护理质量管理的科学性、有效性增强。
Objective To apply the positive feedback closed-loop management system in the telephone follow-up service for discharged patients to increase patient satisfaction and improve the quality of nursing. Methods The problems found in the follow-up service and reasons were analyzed based on the data of 82292 cases. Then,the improvement measures for nursing quality were put forward and the effects were evaluated to form a closed-loop management system. Results After the application of positive feedback closed-loop management system,from the third quarter of 2010 to the second quarter of 2012,the patient satisfaction with nursing service increased significantly（P〈0.01）, and the problems of nursing found from follow-up service decreased significantly（P〈0.05）. Conclusion Positive feedback closed-loop management system is a scientific management theory. It can increase patient satisfaction with nursing service,improve the quality of nursing,and make quality management more scientific and effective.
出处
《中华护理杂志》
CSCD
北大核心
2013年第7期604-606,共3页
Chinese Journal of Nursing
关键词
正反馈闭环管理
质量控制
病人满意度
Positive Feedback Closed-Loop Management
Quality Control
Patient Satisfaction
