流程重组在优质护理服务中的应用  

Application of nursing process reengineering in high-quality nursing service

作　　者：张璐[1] 杜苗[1] 杨青敏[1] 

机构地区：[1]复旦大学附属上海市第五人民医院,上海200240

出　　处：《上海护理》2012年第6期8-10,共3页Shanghai Nursing

基　　金：上海市医院协会医院管理研究基金(项目编号:2011024)

摘　　要：目的通过流程重组在优质护理中的应用,提高护理服务的效率与效益,从而提高护理服务质量,提高患者满意度。方法选择2011年1—12月复旦大学附属上海市第五人民医院内科、外科和综合病房各2个,调查分析在优质护理工作开展过程中现存的护理服务流程缺陷,应用流程重组的理念和方法,对护理服务流程进行重组,比较流程实施前后的运行情况。结果流程重组后患者入院接待评估时间缩短,患者打铃次数较前减少,基础护理前的准备时间缩短,患者上午补液时间较以前提前,护士用于护理文件书写的时间减少,责任护士用于健康宣教的时间较以前增多。护理质量较以前提高,患者及护士满意度评分较以前均有显著提高,前后比较差异有统计学意义(P<0.05)。结论护理服务流程的不断改进与重组有利于进一步提高优质护理服务质量,提升患者满意度。Objective To improve the quality of nursing and the satisfaction of patients via the application of nursing process reengineering in high-quality nursing service. Methods Several wards were selected in our hospital from January to December 2011. The defects existing in the process of high-quality nursing service were investigated and analyzed according to the concept and method of high-quality nursing service. Results The time of admission assessment was reduced to （ 12.60 ± 1.34） min, the times of ringing bell by patients were reduced to 17.8± 3.0 （ P 〈 0.05 ）, the preparing time for nursing procedures was （ 1.76 ± 0.64） rain earlier than before, venous transfusion was （39.21±6.34） rain earlier, the time of writing nursing documents was reduced to （35.83 ±3.63 ） rain, and the time of health education to patients increased to （3.25 ± 0.48 ） h. The quality of nursing was significantly improved, with the satisfaction score of 97.00 ± 1.65 compared with 91.70 ±1.20 before reengineering （ P 〈 0.05 ）. Conclusion Nursing process reengineering can improve nursing quality and patients＇ satisfaction.

关 键 词：流程重组 优质护理服务 应用 

分 类 号：R472[医药卫生—护理学]