PDCA循环质量管理方法对提高门诊护理工作满意度的效果研究

摘要

Objective To explore the changes of patients' satisfaction in outpatient nursing of general hospital before and after the implementation of PDCA cycle quality management.Methods 302 patients with visited and return visited in our hospital from June 2014 to December 2014(before the PDCA cycle quality management)were selected as the control group.328 patients in our hospital from January 2015 to June 2015(after the PDCA cycle quality management)were selected as the experimental group.Patients in the control group received routine outpatient treatment process.The experimental group implemented PDCA cycle quality management method.Results After the implementation of PDCA cycle quality management,the satisfaction rate of outpatient nursing,health education and effective communication of nurses and patients were higher than those before implementation(P<0.05).Conclusion After the implementation of PDCA cycle quality management,the satisfaction of outpatient nursing was significantly improved in outpatients and re-visiting patients.%目的:探讨实施PDCA循环质量管理前后患者对综合医院门诊护理工作满意度的变化.方法:选取2014年6月-12月(行PDCA管理模式前)于本院整形美容外科就诊的门诊及住院后门诊复诊的302例患者为对照组,2015年1月-6月(PDCA管理模式后)就诊的328例患者为实验组.对照组接受门诊常规就诊流程,实验组实施PDCA循环质量管理方法.就医结束填写门诊护理满意度调查问卷,比较两组护理满意度情况.结果:实施PDCA循环质量管理后患者对门诊护士服务态度、健康教育及护患有效沟通等方面的满意度均高于实施前(P<0.05).结论:实施PDCA循环质量管理后门诊手术及住院手术后门诊复诊的患者对门诊护理工作的满意度大幅提高.