论文部分内容阅读
目的:探索创建零缺陷流程型的病区管理模式,提高优质护理服务质量,提高患者满意度。方法:成立流程管理小组,针对住院病人接待、检查、手术、出院等现有流程进行优化,同时对执行情况进行全程监督、及时反馈、评价实施效果,进行流程再造。结果:缩短无效护理服务时间及患者诊治时间,降低护理缺陷的发生率,提高护理工作效率及病人的满意度。结论:全面流程管理可以加强护士的整体服务意识,提高优质护理服务质量,减少医、护、患之间的纠纷,是适应现代优质护理服务需求的管理模式。
OBJECTIVE: To explore the establishment of a zero defect process-based ward management model to improve the quality of quality nursing services and improve patient satisfaction. Methods: To set up a process management team to optimize the existing procedures such as reception, examination, operation and discharge of inpatients, and to supervise the implementation of the whole process, timely feedback, evaluate the implementation effect, and reengineer the process. Results: Shorten the time of invalid nursing service and patient diagnosis and treatment, reduce the incidence of nursing defects and improve nursing work efficiency and patient satisfaction. Conclusion: The overall process management can enhance the overall service awareness of nurses, improve the quality of quality nursing services and reduce disputes among doctors, nurses and patients. It is a management mode that suits the demand of modern high quality nursing services.