六西格玛原理在提高儿科门急诊静脉注射患儿家长满意度中的应用

目的运用六西格玛原理，将儿科门急诊静脉输液作为一个工作流程，寻找静脉注射的各个环节以及有可能影响患儿家长满意度的关键因素并加以改进，从而提高患儿家长满意度，提高儿科护理质量。方法通过设计数据收集表，收集影响静脉注射满意度的各个因数以及对结果的影响程度，用统计学的方法得出结论。结果215例样本中，满意选项177例，不满意选项38例，占总调查人数的17．67％；在不满意选项中护士的技术占首位，为52．6％；一次穿刺成功率、护士的表情和态度、注射持续时间对家长满意度有统计学差异（P〈0．01）。结论制定改善护士行为的一系列具体方案和措施，规范操作流程，提高服务和沟通能力和水平；提高护士的静脉穿刺水平，一针见血；改善注射流程，提高技术操作的能力和速度，缩短注射持续时间，以提高儿科门急诊静脉注射患儿家长满意度。

Application of Cigama Principle in Improving Parents'satisfaction with Intravenous Injection in Out-patient and Emergency Department of Pediatrics

Objective To search for the related factors affecting parents' satisfaction in the process of intravenous injection in out-patient and emergency departments of pediatrics using six-cigama principle,in an attempt to improve the satisfaction of patients' parents and to improve nursing of child patients.Methods A self-designed table was used to collect various factors influencing the satisfaction of intravenous injection and their subsequent influence to the result;statistical analysis was performed to draw a conclusion.Results Among the 215 parents surveyed,38(17.67%) were dissatisfied and 177 were satisfied with intravenous injection.The dissatisfaction with the techniques of the nurses ranked the first,being 52.6% of all.The first success rate of puncture,nurses' expression and attitude,and injection duration were the 3 items significantly affecting the parents satisfaction(P<0.001).Conclusion A series of measures should be taken to improve the nursing quality,the communication with patients and the success rate of puncture.Measures should also be taken to improve the injection procedure,enhance the technical capacity and speed,shorten the duration of injection so as to upgrade the patients' satisfaction of out-patient and emergency departments of pediatrics.