PDCA结合质量管理工具在出院患者护理满意度中的应用  

Application of PDCA combined with quality management tools applied in the satis-faction for the nursing service of discharged patients

作　　者：王幼芳[1] 王芳 

机构地区：[1]广州市红十字会医院,510000 [2]安徽省蚌埠市五河县人民医院

出　　处：《国际护理学杂志》2016年第12期1590-1593,共4页international journal of nursing

基　　金：2015年广东省护理学会招标课题，2014年广州市卫生局医药卫生科技一般引导项目(20141A011021)Fund program:Bid Subject of Guangdong Nursing Association in 2015，General Guiding Project of Medical Sci-ence and Technology of Guangzhou Health Bureau in 2014

摘　　要：目的：探讨PDCA结合质量管理工具在出院患者护理服务满意度的应用效果。方法运用柏拉图对2014年第一季度出院患者护理服务满意度调查结果进行分析，找出优先解决的关键问题，运用PDCA循环法针对关键问题制定整改措施并实施，于第四季度予以效果评价。结果运用PDCA并结合质量管理工具可明显提高出院患者护理服务满意度，整改前后差异有统计学意义（ P〈0.05）。结论应用PDCA并结合质量管理工具进行管理，有利于护理服务质量的提升。Objective To investigate the application effect of PDCA combined with quality management tools applied in the satisfaction for the nursing service of discharged patients. Methods The discharged patients＇ satisfaction on nursing service in the first quarter of 2014 was analyzed and the key issues of priority was found out by Pareto. PDCA cycling method was used to set up and implement the reform measures for the key issues. Then the effects of the imple-mentation was evaluated in the fourth quarter. Results The nursing service satisfaction of patients was significantly im-proved by PDCA and quality management tools, and the difference before and after the reform was statistically signifi-cant （ P〈0. 05 ） . Conclusion It is helpful to improve the quality of nursing service by applying PDCA combined with quality management tools in the nursing management process.

关 键 词：PDCA循环 柏拉图 患者满意度 护理服务 

分 类 号：R192.6[医药卫生—卫生事业管理]