"标杆管理"在临床护理中的应用

Objective To investigate the influence of "nursing service star" on strengthening nursing management, ameliorating service attitude, standardizing nursing behaviors and improving nursing quality.Methods Nursing service star jury was established; each nurse was monthly assessed in compliance with the criterion made by each department, the results of assessment were quarterly reported to Nursing Department.Each quarter these documents were spot-checked, assessed, examined and approved. Complaint incidence,patient' s satisfaction and changes of quality for each nursing item were compared after electing nursing service star. Results All together 102 nurses were elected as hospital-leveled nursing service star; excellent nursing staff were set as examples, which made the positive motivation guidance and incentive mechanism into shape. From 2006 to 2009 all nursing items of each department ( including nursing quality, basic theory and basic operation)increased annually( the scores of mursing quality from 2006 to 2009, 91.76 ± 1.54,92.65 ± 1.20,96.51 ± 0.92,98.93 ± 0.95; t = 6. 076,39. 471,30. 824, P ＜ 0. 05 ), complaint incidence decreased annually, ( from 2006 to 2009, 5.4% ,3.2% ,2.5 %, 1.7%; χ2 = 34.835, P ＜ 0. 01 ), patients' satisfaction increased annually ( from 2006 to 2009,91.4% ,93.3% ,95.6% ,98.8% ;χ2 = 8.626 ,P ＜0. 05 ). Conclusions Application of benchmarking in clinical nursing by electing "nursing service star" can mobilize the nursing staff, form the positive atmosphere,improve the nursing quality, establish the hospital' s service brand so as to raise its core competition and promote its sustainable development.

Application of benchmarking in clinical nursing