运用质量控制提高黎族人群手术患者满意度  

Improve patients' satisfaction degfree by quality control

作　　者：李娟[1] 詹海珠[1] 陈忠兰[1] 黄巧玲[1] 刘雪霞[1] 

机构地区：[1]海南省第三人民医院,海南三亚572000

出　　处：《海南医学院学报》2009年第3期205-206,210,共3页Journal of Hainan Medical University

摘　　要：目的:改进护理工作方法,提高黎族人群手术患者满意度及护理工作质量。方法:于2007年9月成立了外科质量控制小组(简称QCC小组),运用PDCA循环方法,通过确立活动内容,进行了现状调查,设立了目标,从人、法、物、环境4个方面查找原因,经过要因确认找出6个主要因素,如环境嘈杂、入院宣教不到位、新护士专科知识缺乏、患者卫生习惯差等,针对原因提出有效措施并组织实施,以提高患者满意度。结果:通过实施8个月,患者满意度表中对护士评价方面由活动前74.71%提高到活动后88.5%。结论:QCC小组提高了护士的整体素质,改善了服务质量,提高了黎族手术患者的满意度。Objective： To improve the quality of nursing care to greater satisfaction of li nationality patients. Methods： Surgical quality control group was set up in September 2007, aiming to improve nursing care to greater satisfaction of surgical patients. After investigating factors that caused dissatisfaction such as noise surroundings, failure education and poor nursing skills, the quality control group found and carried out effective measures. Results： The questionnaire results revealed the satisfaction degree has been improved from 74. 71% to 88.5 % after 8 months＇implementation of these measures. Conclusions： Nurses＇overall quality, service quality and satisfaction degree of li nationalities were improved after implementation of effective measures conducted by the quality control group.

关 键 词：质量控制 外科手术 患者 问卷调查 黎族 

分 类 号：R473.6[医药卫生—护理学]