扁平化管理在妇科优质护理服务中的实施

目的在优质护理服务过程中进一步提高护理管理及护理服务满意度。方法在妇科病区采用扁平化管理模式,即取消责任护士组长,按3个管床教授组将病区18名护士均分为3组,每组A班(7:30～17:00)2人,N班(17:00～8:00)1人,轮休3人;每人分管患者≤8例,另6名护理人员分别上辅助班、计算机操作班及主班等。每个月按护理部制定的标准进行护理质控,实施10个月后评价效果。结果患者对优质护理服务及责任护士知晓率≥95%,入院介绍、技术操作等10项满意度评分9.28～9.66分,均为满意和非常满意。结论扁平化管理模式的运用有利于护理人力资源的合理利用,从而提高护理质量和患者满意度。

Flat management implemented as a highlight of quality care in gynecology ward

Objective To improve nursing management efficiency and patient satisfaction with nursing service.Methods We employed flat management mode in gynecological ward as followings: we canceled the position of duty nurse leader,and divided 18 nurses into 3 groups assigned into 3 professors′ teams.All groups worked with rotational APN shift arrangement: 2 nurses worked A shift(7:30-17:00),1 nurse worked N shift(17:00-8:00),and 3 others were at rotational rest;every nurse on duty had a share of no more than 8 patients;6 other nurses were arranged to work as helpers,doing computer jobs,and as medical order handlers,etc.The quality of nursing service was inspected and controlled according to standards formulated by the department of nursing every month.Ten months later,the results of flat management were evaluated.Results Over 95% of the investigated patients were aware of the quality nursing service program and of their charge nurses.Patients′ satisfaction with 10 items of nursing service such as hospital introduction,technical operations,etc,were rated between 9.28 and 9.66,indicating patients were satisfied or very satisfied. Conclusion The application of flat management model enables rational use of human resources and improves quality of nursing service and patient satisfaction.