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目的:运用质量功能展开(QFD)技术原理探讨和改善优质护理。方法:运用质量机能展开原理进行分析,确认患者需求并排序,进行同行竞争性标杆分析比较,设计优质护理服务质量屋,构建患者质量需求和护理质量要素间的关系矩阵。发现影响优质护理的关键问题,确定影响优质护理品质的关键质量特性因素。结果:从患者角度评估医院现有优质护理服务需求,得出“专业知识”、“操作技能”、“医院硬件设施”、“服务态度”对“高品质的优质护理服务”需求影响的质量特征重要度最大,需要优先改进。结论:运用QFD方法能确定影响优质护理品质的关键质量特性因素,为医院管理提供决策依据和改进方向,从而提供更优质的护理服务。
Objective: To explore and improve quality nursing using QFD technique. Methods: Using the principle of quality and function to expand the analysis, confirming the needs of patients and sorting, peer benchmarking analysis and comparison, design quality care quality of service housing, build quality of patient needs and quality of care elements of the relationship between the matrix. Identify key issues affecting quality care and identify key quality characteristics that affect quality of care. Results: From the perspective of patients, we evaluated the existing demand of high-quality nursing services in hospitals, and obtained “professional knowledge”, “operating skills”, “hospital hardware facilities”, “service attitude”, “high quality Quality Care Services ”The quality of the quality of the demand impact is most important and needs to be prioritized. Conclusion: The QFD method can be used to determine the key quality factors that affect quality of care and provide decision-making basis and improvement direction for hospital management so as to provide better nursing services.