摘要
目的 研究危机管理在消毒供应中心优质服务中的应用效果.方法 本院消毒供应中心共有26名工作人员,年龄18～50岁.2011年12月份共回收处理器械1218件（实施危机管理前）,2012 年6月份共回收处理器械1224件（实施危机管理后）,对两个时间段发生的风险事件进行比较分析.结果 采取危机管理措施后,与实施危机管理前相比较,风险事件从39起下降至14起（P＜0.01）,科室满意度从87%提高至97%（P＜0.01）,工作人员职业满意度评分从88.09±1.69提高至97.21±2.46（P＜0.01）.结论 消毒供应中心在提供优质服务中采用危机管理措施,可以明显提高工作效率,降低风险事件的发生,同时还可以提高工作人员的职业满意度,并提高医院其他科室工作人员对中心的满意度,有利于为中心营造出一个安全和谐的工作环境.
Objective To study the application effects of crisis management to superior service in sterilization and supply center. Methods There were 26 staff aged from 18 to 50 years old in our sterilization and supply center. Our hospital sterilization and supply center totally recycled and processed 1218 pieces of equipment in December 2011 （before the implementation of crisis management）and 1224 ones in June 2012（ after the implementation of crisis management）. Comparison was made between the risk events happened in the two time periods. Results After the implementation of crisis management, the number of risk events decreased from 39 to 14（ P 〈 0.01 ）. The satisfaction rate of clinical departments increased from 87% to 97% （ P 〈 0.01 ）. The occupation satisfaction scores of the staff increased from 88.09 ± 1.69 to 97.21 ±2.46 （ P 〈 0.01 ）. Conclusion The implementation of risk management in superior service of sterilization and supply center can significantly improve the work efficiency, reduce the incidence of risk events, and increase the occupation satisfaction rate of the staff and also the satisfaction of other departments toward the center.
出处
《西南国防医药》
CAS
2013年第12期1362-1364,共3页
Medical Journal of National Defending Forces in Southwest China
关键词
消毒
供应中心
危机管理
优质服务
应用
sterilization
supply center
crisis management
superior service
application
