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目的:探讨门诊输液室中引进六西格玛管理法对护理质量及满意度的影响。方法:于2015年12月在浙江省宁波市北仑区人民医院门诊输液室开展六西格玛管理,干预前后随机抽取100例患者,考察干预前后护理质量,调查患者对护理的满意度,记录护患纠纷、护理差错,统计患者平均等待时间。结果:干预后岗位职责、输液质量、业务技术、护士素质分值均明显提高;干预后患者对护理总体满意率达92.00%,高于干预前的79.00%;护患纠纷和护理差错发生率均明显降低,平均等候时间明显缩短。结论:六西格玛管理能显著改善门诊输液室护理质量,减少护患纠纷,缩短等待时间。
Objective: To investigate the influence of introduction of six sigma management in outpatient infusion room on nursing quality and satisfaction. Methods: Six-sigma management was conducted in outpatient infusion room of People’s Hospital of Beilun District, Ningbo City, Zhejiang Province in December 2015. Before and after the intervention, 100 patients were randomly selected to investigate the quality of nursing care before and after the intervention. The patient’s satisfaction with nursing was investigated, Nursing errors, the average patient waiting time statistics. Results: After the intervention, the job responsibilities, fluid quality, business skills and quality of nurses were significantly improved. After the intervention, the overall satisfaction rate of the patients was 92.00%, higher than 79.00% before the intervention; the incidence of nurse-patient disputes and nursing errors were both Significantly lower the average waiting time was significantly reduced. Conclusion: Six Sigma can significantly improve the quality of outpatient infusion room care, reduce nurse-patient disputes and shorten the waiting time.