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Received:August 25, 2023 Published Online:May 20, 2024
Received:August 25, 2023 Published Online:May 20, 2024
中文摘要: 目的 探讨时间位点管理结合PDCA循环管理在门诊护理管理中的应用。 方法 选取2021年7月至2022年6月于中国人民解放军空军军医大学第二附属医门诊就诊患者96例作为研究对象，根据随机对照原则将所有患者分为对照组和试验组，每组48例。随机抽取40名医务人员随机分配到试验组与对照组进行调查分析。对照组患者采用常规方式进行门诊护理管理，试验组患者予以时间位点管理结合PDCA循环管理。对比两组护理质量、患者护理满意度、参与调查的医务人员对门诊护理工作的满意度、风险事件发生情况。 结果 干预后，试验组护理纠纷与投诉评分低于对照组，操作技能、服务态度、诊疗环境、沟通交流评分高于对照组（P＜0.05）。试验组对护理服务各指标满意度高于对照组，差异有统计学意义（P＜0.05）。试验组医务人员对护理质量的满意度高于对照组，差异有统计学意义（P＜0.05）。对照组共发生投诉事件7件，试验组中未发生投诉事件。试验组发生的疾病漏诊、医嘱处理不合理及投诉事件发生率均少于对照组（P＜0.05）。 结论 时间位点管理结合PDCA循环管理在门诊护理管理中的应用效果显著，可提高门诊护理管理质量，改善患者及医务人员对护理服务的满意度，同时还可减少护理纠纷事件及投诉事件发生，有利于建立良好的护患关系。
Abstract:Objective To explore the application of time point management combined with PDCA cycle management in outpatient nursing management.Methods A total of 96 outpatients from The Second Affiliated Hospital of the Air Force Medical University from July 2021 to June 2022 were selected as the study subjects. According to the principle of randomized control, all patients were divided into a control group and a experimental group, with 48 patients in each group. Forty medical personnel were randomly assigned to the experimental group and the control group for investigation and analysis. The patients in control group received routine outpatient nursing management, while the patients in experimental group received time point management combined with PDCA cycle management. The quality of care, patient care satisfaction, satisfaction of medical staff with the work of outpatient care, and the occurrence of risk events between the two groups were compared.Results After intervention, compared with the control group, the score of nursing disputes and complaints in the experimental group was lower, and the overall score of operational skills, service attitude, diagnosis and treatment environment, communication, and nursing quality was higher in the experimental group (P＜0.05). Compared with control group, the satisfaction of nursing service indexes in experimental group was higher, and the difference was statistically significant (P＜0.05). Compared with the control group, the satisfaction of medical staff in experimental group was higher, and the difference was statistically significant (P＜0.05). A total of 7 complaints occurred in the control group, and there were no complaints in the test group. The number of missed diagnoses, unreasonable treatment of medical orders, and complaints in the test group were lower than those in the control group (P＜0.05). Conclusion The application of time point management combined with PDCA cycle management in outpatient nursing management has significant effects, which can improve the quality of outpatient nursing management, improve the satisfaction of patients and medical personnel with nursing services, while also reducing the occurrence of nursing disputes and complaints, which is conducive to establishing a good nurse patient relationship, and is worthy of clinical promotion and application.
文章编号： 中图分类号：R47 文献标志码：B
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