摘要
目的运用持续改善(Kaizen)方法,进一步深化优质护理服务。方法通过现场查看,收集资料,访谈找出根本原因,利用流程再造等方法进行持续改善,并将改善后流程制作标准化清单,在全院进行推广。结果经过3个月临床持续改善发现,护士工作中步数减少,呼叫铃次数减少,患者满意度和护士满意度均提升,差异有统计学意义(P<0.05),制定出三类标准化清单并在全院推广。结论运用持续改善(Kaizen)方法,可消除某一阶段的问题,再将改善过程通过清单制作出管理标准,在全院推广的做法有益于优质护理服务的进一步深化。
Objective Optimize the high quality nursing service by continuous improvement（Kaizen） method. Methods Data was collected by field investigation and the root causes was found out through interviewing, continuous improvement was operated by process reengineering and standardized list was made to put into using in the whole hospital. Results Results working steps and calling were reduced through the lasting 3 months continuous improvement. Additionally, the satisfaction of nurses and patients were both improved,which is statistically significant（P〈0.05）, establish 3 types of standardized checklist and put into the whole hospital. Conclnsion Cumulative improvements by Kaizen method can eliminate a certain stage of the problems. Applying the management standards,which reflects the process of improvement could benefit the high quality nursing service.
出处
《重庆医学》
CAS
北大核心
2016年第34期4782-4783,4787,共3页
Chongqing medicine
基金
重庆市教育科学规划课题(2011-PG-008)
重庆市卫生局医学科研计划项目(2015MSXM208)
关键词
护理管理研究
病人满意度
持续改善
优质护理
nursing administration research
patient satisfaction
Kaizen
high quality nursing service
