品管圈活动提高住院患者满意度的效果  

Quality control circle activities in improvement of inpatients' satisfaction

作　　者：冯翠莲[1] 杨柳红 黄丽萍[1] 陈燕霞[1] Feng Cuilian;Yang Liuhong;Huang Liping;Chen Yanxia(First Department of Internal Medicine,Guangzhou Chest Hospital,Guangzhou 510095,China)

机构地区：[1]广州市胸科医院内一科,510095

出　　处：《国际医药卫生导报》2021年第11期1728-1730,共3页International Medicine and Health Guidance News

摘　　要：目的探讨开展品管圈(QCC)活动对提高科室住院患者满意度的效果。方法成立科室QCC活动小组,小组成员通过头脑风暴,2018年选定以提高住院患者满意度为活动主题。开展QCC活动前,收集本科2018年1月1日至2月28日167例住院患者进行满意度调查,其中男95例,女72例,年龄(41.7±5.6)岁;选取2018年10月1日至11月30日通过实施措施后的172例住院患者进行效果评价,其中男82例,女90例,年龄(43.1±4.3)岁。通过把握现状、原因分析、制定计划、设定目标、对策拟定、对策实施等步骤开展活动,以找出现存急需解决和改进的问题,进行分析整改。比较活动实施前后的效果。结果开展QCC的活动后,住院患者综合满意度由94.61%(158/167)提高至95.35%(164/172),其中护士主动说明药物相关知识满意度由59.88%(100/167)提高至92.44%(159/172)(χ^(2)=49.827,P<0.001),护士主动自我介绍满意度由61.68%(103/167)提高至98.84%(170/172)(χ^(2)=74.628,P<0.001),差异均有统计学意义。结论开展QCC的活动能有效提高护士的综合能力,同时也能调动护士工作的积极性、主动性,提升护理团队的凝聚力,增强科室护理人员解决问题的能力,全面提高住院患者对护理工作的满意度。Objective To explore the effect of quality control circle(QCC)activities in the im-provement of inpatients'satisfaction.Methods A QCC activity team was set up,and the team mem-bers were trained by brain storm.The activities'theme in 2018 was to improve inpatients'satisfac-tion.Before the activities,167 inpatients treated at our department from January 1 to February 28,2018 were investigated,including 95 males and 72 females who were(41.7±5.6)years old.After the activities,including understanding current situation,reason analysis,plan-making,goal-setting,countermeasure formulation and implementation,finding out problems that needed urgent solu-tions and improvements,and making some improvement,172 inpatients were selected from Octo-ber 1 to November 30,2018,and the effect was evaluated.The effects before and after the activities were compared.Results The inpatients'comprehensive satisfaction was increased from 94.61%(158/167)before to 95.35%(164/172)after the activities(χ^(2)=49.827,P<0.001),the satisfaction with nurses'explanation about medicine knowledge from 59.88%(100/167)to 92.44%(159/172)(χ^(2)=49.827,P<0.001),and the satisfaction with nurses'self-introduction from 61.68%(103/167)to 98.84%(170/172)(χ^(2)=74.628,P<0.001).Conclusions QCC activities can effectively improve nurs-es'comprehensive and problem-solving ability and arouse their enthusiasm and initiative,enhance the nursing team's cohesion,and improve inpatients'satisfaction with nursing work.

关 键 词：品管圈 住院患者 满意度 

分 类 号：R47[医药卫生—护理学]