治疗高峰时段内科门诊护理流程再造的效果评价

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1、治疗高峰时段内科门诊护理流程再造的效果评价doi：10.3969/j.issn.1007_614x.2014.9.78摘要目的：探讨治疗高峰时段护理流程再造改善护理质量的效果。方法：针对内科门诊的6个病区，选取不同病区不同层次护士60名对治疗高峰时段护理流程再造前后进行两次问卷调查。随机抽取住院〉3天的患者或家属63人，对治疗高峰时段护理流程再造前后进行两次问卷调查。结果：治疗高峰时段护理流程再造后，患者的满意度由80.2%上升到98.3%，护士的满意度由70.2%上升到100.0%，护理质量反馈由91.5分上升到98.5

2、分，健康教育知晓率由68.3%上升到98.3%。结论：在治疗高峰时段实施护理流程再造，充分体现了“以患者为中心”的服务宗旨，实现了人力资源的合理配置，提高了护理工作效率，加强了环节质量控制，保证了护理医疗安全，实现了护理质量和患者、家属、护士满意度的整体提高。关键词护理流程再造治疗高峰时段优质护理EffectevaluationofProcessReengineeringwithoutpatientdepartmentofinternalmedicinenursinginthepeakperiodoftreatmentWe

3、iKekeZhoukouCentralHospitalofHenanProvince,466000AbstractObjective:Toexploretheeffectofprocessreengineeringwithoutpatientdepartmentofinternalmedicinenursinginthepeakperiodoftreatment.Methods：Accordingtothe6wardDepartmentofinternalmedicineclinic，beforeandafternursi

4、ngprocessreengineering,60nurseswhowereworkedindifferentregionsandwithdifferentlevelswereconductedtwoQuestionnaireinvestigations.Randomlyselected63patientsorfamilyfromhospitalizedformorethan3days,theywereconductedtwoQuestionnaireinvestigationsbeforeandafternursingp

5、rocessreengineeringinthepeakperiodoftreatment.Results：Afterthenursingprocessreengineeringinthepeakperiodoftreatment,patientsatisfactionwasincreasedfrom80.2%to98.3%，nursesatisfactionwasincreasedfrom70.2%to100%,thenursingqualityfeedbackwasincreasedfrom91.5to98.5，hea

6、ltheducationawarenessratewasincreasedfrom68.3%to98.3%.Conclusion：Theimplementationofnursingprocessreengineeringinthepeakperiodtreatment，fullyembodiesthe“patient-centered”principleofservice,realizetherationalallocationofhumanresources,improvetheefficiencyofnursingw

7、ork,strengthenthelinkofqualitycontrol,ensurethemedicalsafety,improvethequalityofnursingandpatients,familiesandnursesatisfaction.KeywordsNursingprocessreengineering；Thepeakperiodoftreatment；Highqualitynursingcare目前，时间分配及工作量问题是导致我国护士压力源的第二位原因［1］。而且随着人们健康意识的增强，患者来院时间

8、及次数增加，原有的模式已经不能适应医院自身的发展和患者对医院的要求。如何在原有人力条件下优化人力资源，整合工作流程，提高护士工作效率和满意度，是当今每个护理工作者面临且亟待解决的问题［2］。2010年2月在开展优质护理服务中，针对现有的人力、物力，进行治疗高峰时段护理流程再造，在提高患者或家属及护士的满