“新木桶理论”提高住院患者满意度的实践及效果

目的探讨新木桶理论提高住院患者满意度的实践及效果。方法将2012年9月~2013年8月在本院住院的患者800例,按入院时间先后顺序分为对照组和观察组,每组分别400例。将影响对照组住院患者体验及评价满意度排列在倒数1~2位的条目作为管理的缝隙及需改进的短板,进行根本原因分析,完善相关工作流程,并对这些流程或管理对接环节中存在的短板信息和缝隙进行修补,并观察管理成效。结果两组患者对在办理入院-住院期间-办理出院等阶段具体体验与评价和住院总体体验与评价情况比较,差异具有统计学意义(均P0.05),实施后明显优于实施前。结论应用新木桶理论找出影响护理服务工作中的管理短板及缝隙,并改进工作流程与指引,可提高住院患者满意度,从而提高护理管理质量。

Application of new barrel theory in improving evaluation of hospitalized patients

Objective To study the effect of new barrel theory in improving evaluation of hospitalized patients.Methods Eight hundred hospitalized patients from September 2012 to August 2013 were randomized equally into the control group and the observation group.The last one or two items affecting patient satisfaction from the control group were used as objectives to be improved.Causal effect analysis was done pertinent to the items and the worksheet was bettered and improved and then enforced.The two groups were compared after intervention with new barrel theory in terms of satisfaction of patients during admission and discharge.Result The satisfaction of patients in the observation group during admission and discharge was significantly better than that in the control group（P〈0.05）.Conclusion The new barrel theory used to detect the flaws in nursing service and improve the workflow can improve assessment from the patients so that the management quality can be enhanced.