腫瘤科服務型全流程管理模式的實踐效果探究

林秋

[摘要] 目的 探究腫瘤科護理管理中服務型全流程管理模式的實踐應用效果。方法 將2018年5—11月該院腫瘤科收治的146例惡性腫瘤患者納入對照組，將2018年12月—2019年5月實施服務型全流程管理模式的128例惡性腫瘤患者納入研究組，比較不同管理模式的實踐應用效果。結果 研究組患者的治療成功率為92.97%，較對照組82.87%的治療成功率明顯提高（χ2=6.391，P=0.011）;研究組平均住院時間為（20.37±4.28）d，較對照組住院時間明顯縮短（t=13.298，P<0.01）;研究組患者滿意度評分及醫護人員滿意度評分分別為（93.26±4.6）分、（94.37±2.94）分，均較對照組顯著升高（t=15.89、20.564，P<0.01）。結論 服務型全流程管理模式應用于腫瘤科護理管理中，有效提高了患者滿意度，提升了護理人員工作積極性，對于提升科室整體護理質量具有重要意義，值得推廣。

[關鍵詞] 全流程管理模式;服務型護理管理;惡性腫瘤;腫瘤科

[中圖分類號] R47 [文獻標識碼] A [文章編號] 1672-5654（2020）02（c）-0053-03

[Abstract] Objective To explore the practical application effect of service-based full-process management mode in oncology nursing management. Methods A total of 146 patients with malignant tumors treated in the oncology department from May? to November 2018 were included in the control group， and 128 patients with malignant tumors who implemented a service-oriented full-process management model from December 2018 to May 2019 were included in the research group， and compared the practical application effects of different management models. Results The treatment success rate of patients in the study group was 92.97%，which was significantly higher than that of the control group（82.87%）（χ2=6.391， P=0.011）. The average hospital stay in the study group was （20.37±4.28）d， which was higher than that of the control group. The length of hospital stay was significantly shortened（t=13.298， P<0.01）; the patient satisfaction score and medical staff satisfaction score of the study group were（93.26±4.6）points and （94.37±2.94）points， which were significantly higher than the control group（t=15.891、20.564， P<0.01）. Conclusion The application of the service-based full-process management model in the nursing management of the oncology department effectively improves patient satisfaction and enthusiasm of the nursing staff. It is of great significance to improve the overall nursing quality of the department and is worth promoting.

[Key words] Full-process management mode; Service-based nursing management; Malignant tumors; Department of swelling and pain

我國人口老齡化及環境污染問題不斷加劇，門診惡性腫瘤的檢出率也明顯升高[1]。在臨床實際護理中發現，隨著現階段人們生活水平的提高，住院期間患者對護理質量的要求也明顯提高。在醫患關系緊張的背景下，腫瘤科室患者同時具有病情重、變化快，放化療不良反應大等特點，與其他科室患者比較具有一定特殊性，護理工作負擔沉重同時，往往難以滿足患者及家屬對護理的訴求，護理難度不斷增大，極易引發醫患糾紛[2-3]。為提升腫瘤科護理質量，該次研究選取了2018年5—11月腫瘤科實施服務型全流程管理模式期間收治的128例惡性腫瘤患者為研究對象，并與未實施患者進行對比，分析了在腫瘤科護理管理中應用服務型全流程管理模式的實踐應用效果，現報道如下。

1? 資料與方法

1.1? 一般資料

將2018年5—11月該院腫瘤科收治的146例惡性腫瘤患者納入對照組，其中男68例，女78例;年齡22～85歲，平均（55.87±2.49）歲。……