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目的:探讨零缺陷管理方式对提升门急诊护理服务质量的作用。方法:选取绍兴市立医院门急诊护理人员30人,随机分为观察组和对照组,每组15人。对照组使用常规护理管理模式,观察组运用零缺陷管理模式。使用试卷考核方式对两组护理人员的专业技能、服务能力进行评价判定,比较分析两组护理人员6个月内分别服务的800例患者满意度情况。结果观察组专业技能考核优良率及服务能力优良率均明显高于对照组(P<0.05),患者就服务质量满意率也显著高于对照组(P<0.05)。结论:实施零缺陷管理能够切实提升门急诊护理服务质量。
Objective: To explore the role of zero defect management in improving the quality of emergency care services. Methods: 30 emergency attendants in Shaoxing Municipal Hospital were selected and randomly divided into observation group and control group with 15 in each group. The control group used the conventional nursing management mode and the observation group used the zero defect management mode. The evaluation methods of test papers were used to evaluate the professional skills and service ability of two nursing staffs. The satisfaction of 800 patients who were served by the two nursing staffs within 6 months was compared and analyzed. Results The rate of excellent professional skills examination and excellent service ability in the observation group were significantly higher than those in the control group (P <0.05). Satisfaction rate of service quality was also significantly higher in the observation group than in the control group (P <0.05). Conclusion: The implementation of zero defect management can effectively improve the quality of emergency care services.