护理部垂直管理下病员辅助服务中心岗位管理研究  

Post Management of Patient Auxiliary Service Center under Vertical Management of Nursing Department

作　　者：盖琼艳 陈雁[1] 王清[1] 袁玲[1] 马倩[1] 李敏[1] 徐慧婷[1] 惠兵[1] GAI Qiongyan;CHEN Yan;WANG Qing(Nanjing Drum Tower Hospital,Affiliated Hospital of Medicine School,Nanjing University,Nanjing,Jiangsu,210008,China)

机构地区：[1]南京大学医学院附属鼓楼医院,江苏南京210008

出　　处：《中国卫生质量管理》2024年第1期49-52,共4页Chinese Health Quality Management

基　　金：江苏省卫生健康医学科研项目(编号:Z2019017);南京市卫生科技发展专项资金项目——基于价值共创的公立医院病员辅助服务生态体系构建与运作(编号:YKK22069);基于精益化管理的公立医院病员辅助服务体系的构建与实践(编号:NDYG2021010)。

摘　　要：目的 探讨护理部垂直管理下病员辅助服务中心岗位管理效果。方法 从组织架构、岗位设置与分级、岗位培训、岗位考评及岗位绩效考核等方面开展岗位管理。结果 实施后,员工综合能力、患者及科室满意度均得到了提升(P<0.05),不良事件发生数、患者意外情况发生数、接单延误次数、患者投诉量、科室投诉量及员工离职率均降低。结论 护理部垂直管理下病员辅助服务中心岗位管理模式能够提升员工综合能力,提高患者和科室满意度,稳定人员队伍。Objective To explore the effect of post management of patient assistant service center under vertical management of nursing department.Methods Job management was carried out from five aspects:organizational structure,post setting and grading,post training,post evaluation and post performance evaluation.Results After the implementation,the comprehensive ability of the staff,patients and department satisfaction were improved(P<0.05);the number of adverse events,the number of patients'accidents,the number of order delays,the number of patients'complaints,the number of department complaints and the turnover rate of staff were decreased.Conclusion The post management mode of the assistant service center under the vertical management of nursing department can improve the comprehensive ability of the staff,improve the satisfaction of patients and departments,and help to stabilize the staff.

关 键 词：病员辅助服务中心 护理部 岗位管理 服务质量 

分 类 号：R197.32[医药卫生—卫生事业管理]