摘要
目的 分析PDCA理论在提高科室患者满意度中的应用效果,为提高服务质量作参考.方法 应用PDCA理论制定改进措施并加以实施,选择2016年10—12月和2017年4—6月就诊患者各40例为整改前、后满意度调查对象,比较整改前后患者满意度评分.结果 整改后,患者对护士的满意度评分均高于整改前,差异有统计学意义（t值分别为-13.934、-8.689、-7.207、-11.657、-12.621;P〈0.01）.结论 PDCA理论可有效提高护理质量和患者满意度.
Objective To explore the effects of plan-do-check-act （PDCA） theory in improving patient satisfaction so as to provide a reference for improving the quality of service. Methods The improvements were formulated based on PDCA theory and were implemented. From October 2016 to December 2016 and from April 2017 to June 2017, a total of 40 patients were selected respectively as respondents for satisfaction before and after improvement. The scores of patient satisfaction were compared before and after improvement. Results The scores of patient satisfaction with nurses after improvement were higher than those before improvement with significant differences （t=-13.934, -8.689, -7.207, -11.657, -12.621 ; P〈0.01）. Conclusions Application of PDCA theory can effectively improve the quality of care and patient satisfaction.
作者
刘琪
杜岩
谢咏梅
Liu Qi;Du Yan;Xie Yongmei(General Department of Stomatology,Wangfujing Section,Beijing Stomatological Hospital,Capital Medical University,Beijing 100006,China)
出处
《中华现代护理杂志》
2018年第21期2567-2569,共3页
Chinese Journal of Modern Nursing
关键词
护理质量
PDCA理论
患者满意度
Nursing quality
Plan-do-check-act theory
Patient satisfaction
