“优质护理服务示范工程”活动在三甲医院的实践与成效

目的探讨创建、推进及进一步深化优质护理服务的举措对提高护理质量、保障患者安全,提高患者和护士满意度的作用。方法完善支持系统,合理定编设岗,规范岗位管理,建立长效激励机制,强化护士培训,改革功能制护理为＂人文关怀护理＂为主题的责任制整体护理,开展延续护理服务,改进护理质量管理模式以保障患者安全,引入第三方评价机制客观评价患者满意度。结果2010~2013年医院护理三级质控结果、第三方电话调查出院患者满意度、护士工作满意度均稳步提高;护理差错发生率逐年下降;护理工作获得社会和各级政府的肯定和赞誉。结论 ＂优质护理服务示范工程＂活动对提高护理质量、保障患者安全,提高患者满意度和护士工作满意度,提升医院美誉度起到积极的推动作用。

Practice and effects of the Quality Nursing Service Project in tertiary hospitals

Objective To improve nursing quality, guarantee patient safety, and increase satisfaction of patients and nurses by imple- menting and advancing the Quality Nursing Service Project. Methods We perfected the support system, set up nursing posts rea- sonably and standardized post management, established long-term incentive mechanism, strengthened training for nurses, changed the nursing model from the function-oriented nursing to holistic nursing with humanistic caring, implemented transitional care, im- proved quality management model to ensure patient safety, and employed the third party to investigate patient satisfaction. Results The results of quality control check, patient satisfaction obtained by the third party telephone survey, and nursesr satisfaction were improved steadily from 2010 to 2013, whereas the incidence of nursing errors was decreased year by year. The society and the government definitely praised nursing work. Conclusion The Quality Nursing Service Project can improve nursing quality, ensure patient safety, increase satisfaction of patients and nurses, and build up a good reputation of the hospital.