护理不良事件无惩罚性主动报告管理系统对提高病人满意度的作用  

Role of non-punitive management system for initiative report on nursing adverse events in the improvement of pa-fientsatisfacfion

作　　者：袁湘瑜[1] 何妙珠[1] 

机构地区：[1]东莞市人民医院,523059

出　　处：《国际医药卫生导报》2013年第1期139-141,共3页International Medicine and Health Guidance News

摘　　要：目的探讨护理不良事件无惩罚性主动报告管理系统对提高病人满意度的作用。方法一方面鼓励主动上报不良事件，另一方面通过发放问卷及电话随访从患方了解护理不良事件的发生数。对于主动上报的护理不良事件，实行无惩罚处理，注重从系统和流程中找出失误，营造分享文化氛围，公开进行分享。对瞒报的护理不良事件则给予严惩。结果自2008年实行护理不良事件无惩罚性主动报告管理系统以来，主动呈报的护理不良事件逐年提高，从2008年的49件增加到2011年103件（P〈0．05），同时，病人满意度也逐年提高，从2008年93．1％上升到2011年98．4％（P〈0．05）。但是，责任性不良事件逐年下降，从2008年10件减少到2011年2件（P〈0．05）。结论实行护理不良事件的无惩罚性主动报告管理系统能有效减少责任性不良事件的发生数，提高病人满意度，有效提升护理质量，达到服务好、质量好、病人满意的效果。Objective To investigate the role of non-punitive management system for initiative report of nursing adverse events in the improvement of patient satisfaction. Methods We encouraged nursing staff to report adverse events initiatively; meanwile, we noted the amount of nursing adverse events from the patients by ques- tionnaires and telephone follow-ups. The nurses reported nursing adverse events initiatively would not receive punishment; nursing mistakes were and identified by focusing on the system and process. We created sharing culture and share the mistakes openly. Those who concealed nursing adverse events would be punished severely. Results Since the establishment of non-punitive management system for initiative report of nursing adverse events in 2008, the number of initiative reports of nursing adverse events has been increasing each year, from 49 in 2008 to 103 in 2011 （P〈0.05）. Patient satisfaction has been increasing annually, with an increasing rate of 93.1% in 2008 to 98.4% in 2011 （P〈0.05） ; while the number of adverse events associated with nurse responsi- bility has been declining, from 10 in 2008 to 2 in 2011 （P〈0.05）. There was a significant statistical difference （P〈O.05）. Condttsions Non-punitive management system for initiative report of nursing adverse events can ef- fectively reduce the number of adverse events associated with nurse responsibility, improve patient satisfaction, and promote nursing quality, achieving results of better service and patient satisfaction.

关 键 词：护理不良事件 无惩罚报告系统 护理管理 

分 类 号：R47[医药卫生—护理学]