品管圈活动提高住院患者满意度的效果冯翠莲杨柳红黄丽萍陈燕霞广州市胸科医院内一科510095通信作者：陈燕霞，Email ：【摘要】目的探讨开展品管圈（QCC ）活动对提高科室住院患者满意度的效果。
方法成立科室QCC 活动小组，小组成员通过头脑风暴，2018年选定以提高住院患者满意度为活动主题。
开展QCC 活动前，收集本科2018年1月1日至2月28日167例住院患者进行满意度调查，其中男95例，女72例，年龄（41.7±5.6）岁；选取2018年10月1日至11月30日通过实施措施后的172例住院患者进行效果评价，其中男82例，女90例，年龄（43.1±4.3）岁。
通过把握现状、原因分析、制定计划、设定目标、对策拟定、对策实施等步骤开展活动，以找出现存急需解决和改进的问题，进行分析整改。
比较活动实施前后的效果。
结果开展QCC 的活动后，住院患者综合满意度由94.61%（158/167）提高至95.35%（164/172），其中护士主动说明药物相关知识满意度由59.88%（100/167）提高至92.44%（159/172）（χ2=49.827，P ＜0.001），护士主动自我介绍满意度由61.68%（103/167）提高至98.84%（170/172）（χ2=74.628，P ＜0.001），差异均有统计学意义。
结论开展QCC 的活动能有效提高护士的综合能力，同时也能调动护士工作的积极性、主动性，提升护理团队的凝聚力，增强科室护理人员解决问题的能力，全面提高住院患者对护理工作的满意度。
【关键词】品管圈；住院患者；满意度Quality control circle activities in improvement of inpatients'satisfaction Feng Cuilian,Yang Liuhong,Huang Liping,Chen YanxiaFirst Department of Internal Medicine,Guangzhou Chest Hospital,Guangzhou 510095,China Corresponding author:Feng Cuilian,Email:【Abstract 】Objective To explore the effect of quality control circle (QCC)activities in the im -provement of inpatients'satisfaction.Methods A QCC activity team was set up,and the team mem -bers were trained by brain storm.The activities'theme in 2018was to improve inpatients'satisfac -tion.Before the activities,167inpatients treated at our department from January 1to February 28,2018were investigated,including 95males and 72females who were (41.7±5.6)years old.After the activities,including understanding current situation,reason analysis,plan-making,goal-setting,countermeasure formulation and implementation,finding out problems that needed urgent solu -tions and improvements,and making some improvement,172inpatients were selected from Octo -ber 1to November 30,2018,and the effect was evaluated.The effects before and after the activities were compared.Results The inpatients'comprehensive satisfaction was increased from 94.61%(158/167)before to 95.35%(164/172)after the activities (χ2=49.827,P ＜0.001),the satisfaction with nurses'explanation about medicine knowledge from 59.88%(100/167)to 92.44%(159/172)(χ2=49.827,P <0.001),and the satisfaction with nurses'self-introduction from 61.68%(103/167)to 98.84%(170/172)(χ2=74.628,P <0.001).Conclusions QCC activities can effectively improve nurs -es'comprehensive and problem-solving ability and arouse their enthusiasm and initiative,enhance the nursing team's cohesion,and improve inpatients'satisfaction with nursing work.【Key words 】Quality control circle;Inpatients;SatisfactionDOI ：10.3760/cma.j.issn.1007-1245.2021.11.038收稿日期2021-03-11本文编辑刘玲玲引用本文：冯翠莲,杨柳红,黄丽萍,等.品管圈活动提高住院患者满意度的效果[J].国际医药卫生导报,2021,27(11):1728-1730.DOI:10.3760/cma.j.issn.1007-1245.2021.11.038.··172820世纪90年代，品管圈（quality control circle，QCC）被引入到医学领域，在护理质量管理、健康教育等方面都取得了很好的效果［1-2］。
