分診安全管理結合風險管理提高急診科護理質量評分的作用分析

趙丹 曹霞

[摘要] 目的 探討分診安全管理結合風險管理提高急診科護理質量評分的作用。方法 該院于2018年6月起加強對急診科的分診安全管理結合風險管理，以于2017年6月—2019年6月在該院急診科就診的患者為研究對象，評價管理策略實施前后護理風險發生率、護理質量評分以及患者滿意度等評價指標變化情況。結果 實施后基礎護理、實踐操作、消毒隔離、急救藥品、護理文件方面的護理質量評分均較實施前顯著提高（P<0.05）;實施后護理差錯、護理缺陷、護理投訴的發生率分別為0.26%、0.58%、0.19%，均較實施前顯著降低（P<0.05）;實施后護理總滿意率為94.92%，較實施前顯著提高（P<0.05）。結論 分診安全管理結合風險管理有效提高了急診科護理質量，提升了患者滿意度，減少了護理風險事件的發生。

[關鍵詞] 分診;安全管理;風險管理;護理質量;急診科

[中圖分類號] R47 [文獻標識碼] A [文章編號] 1672-5654（2020）03（a）-0077-03

[Abstract] Objective To explore the role of triage safety management combined with risk management to improve the quality of nursing care in emergency departments. Methods Our hospital strengthened the triage safety management and risk management of the emergency department from June 2018. The patients who attended the emergency department of our hospital from June 2017 to June 2019 were used as research objects to evaluate the implementation of management strategies. Changes in evaluation indicators such as the incidence of nursing risk， the quality of nursing scores， and patient satisfaction. Results After the implementation， the nursing quality scores in basic care， practical operation， disinfection and isolation， emergency medicine， and nursing documents were significantly higher than before implementation（P<0.05）; the incidences of nursing errors， nursing defects， and nursing complaints after implementation were 0.26%， 0.58%， and 0.19% were significantly lower than those before the implementation（P<0.05）; the total satisfaction rate of nursing after implementation was 94.92%， which was significantly higher than that before the implementation（P<0.05）. Conclusion Triage safety management combined with risk management effectively improves the quality of emergency department care， improves patient satisfaction， reduces the occurrence of nursing risk events.

[Key words] Triage; Safety management; Risk management; Quality of care; Emergency department

急診科是醫院承擔救治急危重癥患者、搶救患者生命的首要場所，為社會醫療服務體系的重要環節[1]。急診科多為重癥、急癥患者，具有突發事件多、病情多變等特點，對護理人員病情監測、技術水平、應急護理能力等具有較高要求，同時，急診科室優質的護理水平能夠直接體現醫院高水準的急救水平及綜合實力，但急診科往往存在較多護理風險，如在護理工作中發生工作失誤，可能危及患者生命[2]。此外，急診科患者流量大，有時還需應對各類創傷、意外事故、公共衛生事件等，如未能做好分診工作，則可能增加護理人員的工作及心理壓力。該院于2018年6月起加強對急診科的分診安全管理結合風險管理，為提高工作效率同時確保診療安全，該次研究進一步探討了在常規護理管理策略同時加強分診安全管理及風險管理的作用，現報道如下。……