PDCA循环管理在提升出院患者护理服务满意度中的应用

Zhongxiyi Jiehe Huli (Zhong-Yingwen Ban)

刘红梅¹ 

关键词: PDCA循环;    柏拉图分析法;    患者满意度;    护理服务;   

DOI  :  10.11997/nitcwm.201607014

学科分类：护理学

来源: Shanghai Jiao Tong University Press

【 摘 要 】

Abstract：Objective To investigate the effect of PDCA management in improvement of patient satisfaction to nursing service. Methods To analyze the patient satisfaction in the first quarter of 2014 and to find out the key issues of priority by using Pareto chart. The PDCA management was used to solve the key issues and the reform measures were carried out. The effect of implementation was evaluated in the fourth quarter of 2014. Results According to the evaluation results, there was a significant increase in service of admission, work ability of nurseincharge, nursing quality, health education,  initiative and timeliness of service, ward management and overall satisfaction in the fourth quarter of 2014. Conclusion It is advantaged to improve the quality of nursing service by applying PDCA management tool.

【 授权许可】

CC BY-NC