PDCA循环管理模式对医院门诊服务质量及患者满意度的影响
Impact of PDCA Cycle Management Model on the Service Quality of Hospital Outpatient Clinic and Satisfaction Degree of Patients
张瑞娥 1黄小婷 1黄丹敏1
作者信息
- 1. 遵义医科大学第五附属(珠海)医院门诊,广东珠海 519100
- 折叠
摘要
目的 探讨PDCA循环管理模式在门诊护理中的应用效果.方法 纳入70例实施常规护理的门诊患者为对照组,70例实施PDCA循环管理模式护理的门诊患者为观察组,比较两组的门诊服务质量、护理管理效果和护理满意度.结果 观察组的健康宣教、护理过程、专业技能、服务态度、沟通能力评分均高于对照组,不良事件发生率低于对照组,护理满意度高于对照组(P＜0.05).结论 PDCA循环管理模式在门诊患者护理中的应用效果较好,利于优化门诊护理工作质量,提高门诊护理效果,提升门诊患者的护理满意度.
Abstract
Objective To explore the application effect of PDCA cycle management model in the nursing of outpatient clinic.Methods 70 outpatients with regular nursing were selected as the control group,and 70 outpatients with nursing of PDCA cycle management model were selected as the observation group.The outpatient service quality,nursing management effect and nursing satisfaction degree were compared between the two groups.Results The scores of health education,nursing process,professional skills,service attitude and communication ability in the observation group were higher than those in the control group,the incidence of adverse events was lower than that in the control group,and the nursing satisfaction degree was higher than that in the control group(P＜0.05).Conclusions PDCA cycle management model has good application effect in the nursing of outpatients,which is conducive to optimizing the quality of outpatient nursing work,improving the effect of outpatient nursing,and improving the nursing satisfaction degree of outpatients.
关键词
门诊患者/PDCA循环管理模式/护理服务质量/护理管理效果/满意度Key words
Outpatient/PDCA cycle management model/Nursing service quality/Nursing management effect/Satisfaction degree引用本文复制引用
出版年
2024
国家科技期刊平台
NSTL
万方数据