摘要
目的 按照六西格玛管理原则,把顾客放在第一位,对患者实行人文关怀,并提高护理整体水平。方法 应用六西格玛管理体系对临床护理工作进行界定、测量、分析、改进、控制,全面推广;并进行相关护理理论及礼仪培训,强化岗位职责,把特优服务溶入到各项护理工作。结果 加强内涵建设,提高护士综合素质;培养了团队精神,患者对护士服务态度及技术操作满意率分别达97％和100％。结论 六西格玛管理方法的应用有利于实现特优护理的目标。
Objective To improve the holistic nursing level by laying patients in the first place and carrying out humanistic concerns based on the principle of Six-Sigma management. Methods Six-Sigma management system was used to evaluate, measure, analyze, improve and control clinical nursing work and then popularized it. Besides, the nurses were trained about relevant nursing theory and nursing etiquettes to reinforce post duties and integrate high quality service into the nursing care. Results Through the application of Six-Sigma management, the holistic nursing was raised to a higher level and the professional quality of nurses raised as well. The satisfaction rate of patients with nurse's service and technical manipulations reached 97% and 100% respectively. Conclusion The application of Six-Sigma management is helpful to realize the goal of high quality nursing.
出处
《南方护理学报》
2004年第5期59-60,共2页
Nanfang Journal of Nursing
关键词
六西格玛
管理
特优服务
护理
Six-Sigma
management
high quality service
nursing
