优化急诊观察室护理服务流程的方法及效果
田丰;李鑫
【期刊名称】《中国护理管理》
【年(卷),期】2012(012)002
【摘要】Objective: To optimize the nursing service flow in emergency observation room, and ultimately improve the satisfaction degree of patients. Methods: We optimized the nurse service flow in emergency observation room, redesigned and arranged the functional regions, changed the scheduling model and transfusion flow, and improved the logistics, handover and methods about patient's safe. Then we compared the waiting time, satisfaction degree of patients, nursing defects and patients' complaints with before. Results: After the work flow optimizing, patients got short waiting time, higher satisfaction degree and less complaints. Nursing defects also decreased. Conclusion: Optimizing nursing work flow could provide high quality, efficient, timely, convenient, proactive and safe service for patients, and then improve care quality and patients safety in Emergency room.%目的:优化急诊观察室护理服务流程,提高病人满意度.方法:明确急诊观察室区域划分及功能布局,改变排班模式,对输液流程、后勤保障流程、交接班流程及与病人安全有关的流程进行优化.对优化前后的输液等待时间、病人满意度、护理差错与投诉次数进行比较.结果:实行护理服务流程优化后,病人输液等候时间缩短、病人满意度提高、护理差错和投诉减少.结论:优化护理服务流程为病人提供了优质、高