摘要
目的探讨精细化管理在门诊中心护理服务区运用效果。方法 2011年5月将精细化管理理念和思想引入北京军区总医院门诊中心服务区护理管理中,通过相关理论学习和培训,剖析以往工作中的不足和问题,运用精细化管理理论和方法制订门诊中心服务区精细化工作制度、服务流程、监督考核、奖励机制以及人性化辅助措施,并对实施前后门诊中心护理服务区服务效果进行评价。结果精细化管理实施后门诊中心服务区换药等候时间(20.7±8.9)min、抽血等候时间(15.4±2.3)min、注射等候时间(17.9±5.7)min,均低于实施前所用时间,化验单难找发生率大为降低,差异均有高度统计学意义(P<0.01);患者对就诊过程满意度为92.3%,高于实施前的81.7%,患者投诉率仅为0.1%,差异均有高度统计学意义(P<0.01)。结论精细化管理在门诊中心服务区护理管理工作中行之有效,保证了护理工作的规范化、精细化、便捷化,提高了患者满意度,有利于构建和谐的护患关系。
Objective To investigate the effect of delicacy management used in outpatient care center service. Methods The concepts and ideas of delicacy management were applied to the outpatient centers service area nursing manage- ment of Beijing Military General Hospital from May 2011. Through the relevant theoretical study and training, the past shortcomings and problems at work were analyzed. By using the theories and methods of delicacy management, the fine working system, service processes, supervision and evaluation, incentive mechanisms and humane aid measures were developed in outpatient centers service area. The effect of service in outpatient centers service area was evaluated be- fore and after the implementation. Results After the implementation of delicacy management, the dressing waiting time, the blood waiting time and the injection waiting time were （20.7±8.9） min, （15.4±2.3） min and （17.9±5.7） rain respectively, which were all lower than before; the incidence of hard to find a single laboratory was substantially re- duced, the differences were statistically significant （P 〈 0.01）. The satisfaction of patients during treatment was 92.3%, higher than that before the implementation 81.7%, and the complained of patients was only 0.1%. The differences were all statistically significant （P 〈 0.01）. Conclusion Delicacy management used in outpatient care center service area is effective. It can ensure the nursing work standardization, elaboration and facilitation, and can improve patients＂ satisfaction. It is conducive to build a harmonious nurse-patient relationship.
出处
《中国医药导报》
CAS
2013年第27期125-126,133,共3页
China Medical Herald
关键词
精细化管理
门诊中心护理服务区
运用
效果
Meticulous management
Outpatient care center service area
Apply
Effect
