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目的:分析细节管理在提高血透室护理服务质量中的应用价值。方法:分别选取金华市中医医院血透室细节管理实施前(2012年8月~2014年7月)和实施后(2014年8月~2016年7月)各53例患者作为对照组和观察组,对照组采用常规护理服务,观察组实施细节管理,比较两组并发症率、护理差错率、投诉率、护理满意度及护理服务质量。结果:观察组并发症率、护理差错率、投诉率分别为5.66%、1.89%、0.00%,均明显低于对照组,满意度为96.23%,高于对照组的84.91%(P<0.05)。观察组各项护理质量评分及总分均明显高于对照组(P<0.01)。结论:在血透室实施细节管理能降低减少并发症和护理差错的发生,显著提高护理服务质量和患者满意度。
Objective: To analyze the value of detail management in improving hemodialysis nursing service quality. Methods: Fifty-three patients were selected as control group and observation group before implementation (from August 2012 to July 2014) and after implementation (from August 2014 to July 2016) of Jinhua Hospital of Traditional Chinese Medicine , The control group using routine care services, observation group implementation details management, comparison of complication rate, nursing error rate, complaint rate, nursing satisfaction and nursing service quality. Results: The complication rate, nursing error rate and complaint rate in observation group were 5.66%, 1.89% and 0.00% respectively, which were significantly lower than those in control group (96.23%, 84.91%, P <0.05) . The quality of care scores and scores of the observation group were significantly higher than the control group (P <0.01). Conclusion: The implementation of detail management in the hemodialysis room can reduce the incidence of complications and nursing errors, and significantly improve the quality of nursing service and patient satisfaction.