護士分層級管理對改善病房護理管理質量及患者滿意度分析

閆婷婷

[摘要] 目的 為了改善病房護理管理質量并提高及患者滿意度，分析和探討實施護士分層級管理的價值。方法 按照隨機、雙盲、對照原則相關要求從2017年1月—2018年1月在該院工作的護理人員中選取60名作為該次研究對象并將其平均分組，其中接受常規護理管理模式的列為對照組，接受護士分層級管理模式的列為觀察組，比較不同管理措施對病房護理管理質量及患者滿意度的影響。結果 該次研究顯示，觀察組護理人員的基礎護理、護理文書書寫及護理操作評分和對照組相比更高且組間比較差異有統計學意義（P<0.05）;觀察組和對照組患者對護理服務總滿意度分別為30例（100.00%）和24例（80.00%），觀察組患者護理服務滿意度更高且組間比較差異有統計學意義（χ2=4.630，P<0.05）。結論 將護士分層級管理應用于病房護理管理中，不僅能夠提高病房護理服務質量，而且可以增加患者的滿意度，效果明顯，值得應用。

[關鍵詞] 護士分層級管理;病房護理質量;服務質量;滿意度

[中圖分類號] R473 [文獻標識碼] A [文章編號] 1672-5654（2020）01（a）-0023-03

[Abstract] Objective To improve the quality of ward nursing management and patient satisfaction， analyze and explore the value of implementing nurse-level management. Methods According to the relevant requirements of the random， double-blind， and controlled principles， 60 people of nursing staff working in the hospital from January 2017 to January 2018 were selected as the study object and averaged into groups. Among them， the conventional nursing management model was accepted The control group was classified as the control group， and the nurses who received the hierarchical management model were classified as the observation group. The effects of different management measures on the quality of ward nursing management and patient satisfaction were compared. Results This study showed that the nursing staff in the observation group had higher scores on basic nursing， writing of nursing documents and nursing operations than the control group， and the differences between groups were statistically significant（P<0.05）; The overall satisfaction with nursing services was 30 cases（100.00%） and 24 cases（80.00%）. Patients in the observation group had higher satisfaction with nursing services and the differences between groups were statistically significant （χ2=4.630，P<0.05）. Conclusion Applying nurse-level management to ward nursing management can not only improve the quality of ward nursing services， but also increase patient satisfaction. The effect is obvious and it is worth applying.

[Key words] Nurse hierarchical management; Ward nursing quality; Service quality; Satisfaction

近年來伴隨我國經濟的快速發展以及民眾對健康需求的增加、醫學服務模式的轉變，對護理服務理念、模式以及護理專業人員的素質和能力都提出了較高的要求，而受護理編制限制以及護理人員嚴重不足等因素的影響，我國護理管理工作存在諸多漏洞[1]。滿足患者的基本需求并為患者提供必需的醫療護理服務是臨床護理人員的基本職責，而護理質量的好壞直接關系到患者的康復速度和治療效果[2]。作為新型的管理模式，護士分層級管理不僅在一定程度上提高了護理人員的工作積極性，而且大大提高了護理工作效果，促進病房護理質量的整體提高。為了改善病房護理管理質量并提高及患者滿意度，該院按……