新质生产力背景下PDCA循环管理在门诊护理管理中的应用  

Application of PDCA cycle management in outpatient nursing management under the background of New Quality Productive Forces

作　　者：刘含 王雪玲 马衍鹏 刘静[2] 王伟伟 李珍[4] 李晶辉[1] LIU Han;WANG Xueling;MA Yanpeng;LIU Jing;WANG Weiwei;LI Zhen;LI Jinghui(Department of Nursing,Hospital for Skin Diseases,Shandong First Medical University,Shandong Provincial Institute of Dermatology and Venereology,Shandong Academy of Medical Sciences,Jinan,Shandong,250022;Department of Dermatology,Hospital for Skin Diseases,Shandong First Medical University,Shandong Provincial Institute of Dermatology and Venereology,Shandong Academy of Medical Sciences,Jinan,Shandong,250022;Party Committee Office,Hospital for Skin Diseases,Shandong First Medical University,Shandong Provincial Institute of Dermatology and Venereology,Shandong Academy of Medical Sciences,Jinan,Shandong,250022;Department of Medical Administration,Hospital for Skin Diseases,Shandong First Medical University,Shandong Provincial Institute of Dermatology and Venereology,Shandong Academy of Medical Sciences,Jinan,Shandong,250022)

机构地区：[1]山东第一医科大学附属皮肤病医院山东省皮肤病性病防治研究所护理部,山东济南250022 [2]山东第一医科大学附属皮肤病医院山东省皮肤病性病防治研究所皮肤科,山东济南250022 [3]山东第一医科大学附属皮肤病医院山东省皮肤病性病防治研究所党政办公室,山东济南250022 [4]山东第一医科大学附属皮肤病医院山东省皮肤病性病防治研究所医务部,山东济南250022

出　　处：《中西医结合护理》2025年第1期126-132,共7页Chinese Journal of Integrative Nursing

摘　　要：目的探讨新质生产力背景下应用PDCA循环管理对于门诊护理管理的效果。方法医院门诊通过实施PDCA循环管理模式,从就诊秩序、导医数量、工作位置、主管科室、回诊流程、就诊满意度等方面入手,制订改进计划并实施针对性措施。选取PDCA循环管理实施前(2022年2月—2023年1月)门诊收治患者169例为对照组,PDCA循环管理实施后(2023年2月—2024年1月)门诊收治患者169例为观察组。对比两组门诊患者对导医服务满意度、导医综合能力测评得分、门诊就诊秩序改善情况。结果实施PDCA循环管理后,观察组患者对导医沟通能力、工作态度、应急能力、积极主动服务情况、维持就诊秩序情况及导医仪容仪表评分均高于对照组,差异有统计学意义(P<0.01)。不良事件发生率由10.06%降至1.18%,导医服务满意度由97.04%提高至99.41%。结论PDCA循环管理模式在门诊护理管理中的应用效果良好,利于推动自助回诊管理,规范导医护理服务,改善门诊就诊秩序,提升患者就诊满意度。Objective To explore the effect of PDCA cycle management on outpatient nurs⁃ing management under the background of New Quality Productive Forces.Methods The PDCA cycle management was adopted,and targeted interventions on outpatient treatment orders,num⁃ber of triage nurses,triage area,treatment clinics,subsequent visits procedure and satisfaction to medical processes were carried out.A total of 169 patients who visited outpatient clinic between Feb 2022 and January 2023 were included as the control group,and 169 patients who visited out⁃patient clinic between Feb 2023 and January 2024 were included as the observation group.The pa⁃tient satisfaction with triage service,comprehensive ability of triage nurses and condition of outpa⁃tient treatment orders were measured and compared between two groups.Results After imple⁃menting PDCA cycle management,outcomes of assessment on patients rated the communication skills,work attitude,emergency response ability,proactive service,maintenance of appointment order,and the appearance of triage nurses in the observation group were significantly higher than those in the control group(P<0.01).The incidence of adverse events decreased from 10.06%to 1.18%,and patient satisfaction with guide services increased from 97.04%to 99.41%.Conclu⁃sion The PDCA cycle management mode is conducive to promoting self-service management of subsequent visits,regulating triage nursing services,improving outpatient treatment orders,and enhancing patient satisfaction.

关 键 词：新质生产力 PDCA循环 护理管理 门诊 

分 类 号：R192.6[医药卫生—卫生事业管理]