服务补救理论在急诊护理质量管理中的应用

目的探讨服务补救理论对预防和处理护理纠纷,提高急诊护理安全管理质量的作用。方法 2011年3~10月采用传统护理管理,2011年11月~2012年6月应用护理服务补救理论指导护理质量管理,对本科两个时期发生的护理不良事件数量、患者投诉次数、患者满意度、员工满意度、同事满意度、护理质量进行分析。结果应用服务补救理论指导护理质量管理后,护理不良事件数量从35次降到27次、患者投诉从6次降到2次,患者满意度、员工满意度、同事满意度、护理质量分别从84.0%、89.0%、85.0%、91.6分提高到95.0%、98.0%、97.0%、96.3分,两组比较差异有统计学意义（P〈0.05）。结论应用服务补救理论进行护理质量管理,有利于减少护理不良事件及患者投诉、提高患者及同事的满意度,确保急诊护理质量和安全。

Application of service recovery theory in the emergency nursing safety management

Objective To explore the function of the service recovery theory in prevention and dealing with nursing dispute and improving the emergency nursing quality management. Methods Traditional management method was used from March to October 2011 and service recovery theory was used to guide nursing management from November 2011 to June 2012. The number of nursing advert event, customer satisfaction, the number of patient complain and stuff satisfaction, nursing quality, colleague satisfaction were measured and analyzed in the two periods. Results After service recovery theory was used, the number of nursing advert event decreased from 35 to 27, the number of patient complain reduced from 6 to 2, and customer satisfaction, stuff satisfaction, colleague satisfaction, nursing quality were increased from 84.0% to 95.0%, 89.0% to 98.0%, 85.0% to 97.0%, 91.6 to 96.3 respectively, There were significant statistical differences between two groups (P < 0.05). Conclusion Use the service recovery theory to guid the emergency nursing quality management can decrease the nursing advert event, patients complain and improving both patients and stuff satisfaction, colleague satisfaction, then ensure the emergency nursing quality and safety.