CAJ | 학술논문

目的探讨运用病人信息反馈改进门诊输液区护理管理的效果.方法以600例门诊输液区病人为研究对象,采用问卷调查法进行护理服务需求调查,一周后电话回访,并将反馈结果汇总,制定改进方案:对护士进行语言规范培训,按不同需求增加服务项目、加大健康教育力度,建立巡视岗位制度、改善输液环境等.结果每季度各项护理质量如组织管理、环境管理、业务管理、安全管理、物品管理全部达标;每季度病人满意率由原来的86%提高到94%;护士遭到投诉次数、护患纠纷次数由原来的6～8件/年下降到2～3件/年、护士无明显差错事故发生.结论及时反馈门诊输液病人对护理的需求并采取针对措施,对提高护理质量,提高病人满意度有着重要的意义.
목적 탐토운용병인신식반궤개진문진수액구호리관리적효과.방법 이600례문진수액구병인위연구대상,채용문권조사법진행호리복무수구조사,일주후전화회방,병장반궤결과회총,제정개진방안:대호사진행어언규범배훈,안불동수구증가복무항목、가대건강교육력도,건립순시강위제도、개선수액배경등.결과 매계도각항호리질량여조직관리、배경관리、업무관리、안전관리、물품관리전부체표;매계도병인만의솔유원래적86%제고도94%;호사조도투소차수、호환규분차수유원래적6～8건/년하강도2～3건/년、호사무명현차착사고발생.결론 급시반궤문진수액병인대호리적수구병채취침대조시,대제고호리질량,제고병인만의도유착중요적의의.
Objective To explore the use of feedback to improve patient care and effectiveness of clinic infusion area management. Methods A survey on demand for nursing services was conducted by questionnaires in 600 patients at clinic infusion area. Phone interview was conducted one week later. Patient feedback was collected to develop improvement programs including training of standard speech for nurses,increase in services based on various demands, increase in health education, and establishment of a system to improve the infusion environment by regular check ups. Results Each quarter, the nursing quality such as organizational management, environmental management, professional management, safety management,and article management met the standards. The patient satisfaction rate increased to 94% from 86%. The number of complaints against nurses and nurse-patient disputes declined to 2-3/year from 6-8/year. No significant nursing accidents occurred. Conclusions Prompt feedback of patient demand for nursing in clinic infusion area and proper measures are of important significance in improving the quality of care and raising patient satisfaction.