正反馈闭环管理系统理论在提高出院患者护理工作满意度中的作用

摘要

目的 在对出院患者进行护理工作电话回访中应用正反馈闭环管理系统(PFS)理论,提高回访满意度,持续改进护理质量.方法 对我院82292例出院患者回访追踪结果进行筛选,汇总不满意事件、分析发生的原因、提出整改意见、跟进效果观察,对结果进行有效性跟踪,形成PFS,使系统产生强大的自激力,促进护理质量良性循环.结果 2010年第3季度至2012年第2季度,回访满意度差异具有统计学意义(P＜0.01),各季度满意度比较曲线呈上升趋势,出院患者对于护理工作的整体满意度得到提高.4项回访问题(病房管理问题、护士问题、实习生问题、收费问题)及12项原因(男女患者混住等)在每季度间进行比较,16项结果差异均具有统计学意义(P＜0.05,P＜0.01),各季度回访问题及原因发生率比较曲线呈下降趋势.结论 正反馈闭环管理系统理论是一种科学的系统管理理论,应用PFS管理出院患者护理工作满意度,使护理质量得到持续改进,护理质量管理的科学性、有效性增强.%Objective To apply the positive feedback closed-loop management system in the telephone follow-up service for discharged patients to increase patient satisfaction and improve the quality of nursing.Methods The problems found in the follow-up service and reasons were analyzed based on the data of 82292 cases.Then,the improvement measures for nursing quality were put forward and the effects were evaluated to form a closed-loop management system.Results After the application of positive feedback closed-loop management system,from the third quarter of 2010 to the second quarter of 2012,the patient satisfaction with nursing service increased significantly(P＜0.01),and the problems of nursing found from follow-up service decreased significantly(P＜0.05).Conclusion Positive feedback closed-loop management system is a scientific management theory.It can increase patient satisfaction with nursing service,improve the quality of nursing,and make quality management more scientific and effective.