信息化测评结合ABC分析法在住院患者满意度调查中的应用
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摘要
目的探讨信息化测评结合ABC分析法在住院患者满意度调查分析中的应用效果。方法依托护理信息管理系统,建立住院患者满意度测评模块,并利用i Pad对住院患者进行床边测评,收集2017年1月—4月(整改前)的数据,采用ABC分析法找出主要不良条目(A类),根据结果对主要不良条目进行整改。收集2017年9月—12月(整改后)的数据,采用ABC分析法分析整改前后不良条目变化情况及满意率。结果满意度主要不良条目依次为"病房的环境卫生管理和安静程度不满意"、"主动关心患者时间间隔及关心程度不满意"、"介绍检查等注意事项和相应的指导不满意",占比分别由整改前的31. 48%、26. 85%、12. 96%下降至整改后的26. 67%、17. 78%、8. 89%,满意率由整改前的91. 54%提升至整改后的97. 07%。结论住院患者满意度的信息化测评降低了护理管理成本,实现了无纸化办公及医院管理的数字化创新,而ABC分析法则快速有效地在错综复杂的护理管理问题中找出薄弱环节,为质量持续改进提供了科学的依据。
Objective To explore the application efficacy of information evaluation combined with ABC classification in inpatient satisfaction survey. Methods A evaluation module for inpatient satisfaction was established based on nursing information system,and the bedside assessment was conducted to the inpatient by using the iPad. According to the data evaluated between January2017 and April 2017,main adverse items( Category A) were identified and improved by using ABC classification method. The data evaluated between September 2017 and December 2017 were collected and compared with those before implementation of improvement measures.Results The major adverse items obtained by ABC classification were as follows: " The patients were not satisfied with the wards environment ", " The patients were not satisfied with the interval concern from the nurses", " The patients were not satisfied with the introduce of the inspection and the corresponding instructions ",and related rate dropped from 31. 48%、26. 85%、12. 96% to 26. 67%、17. 78%、8. 89%,respectively. The satisfaction rate of inpatients increased from91. 54% to 97. 07%. Conclusion The information evaluation of inpatient satisfaction can reduce the cost of nursing management,promote the innovation of office automatization and digital innovation of hospital management. The ABC classification can also identify the weak links in nursing management and provide continuous improvement with scientific basis.
Objective To explore the application efficacy of information evaluation combined with ABC classification in inpatient satisfaction survey. Methods A evaluation module for inpatient satisfaction was established based on nursing information system,and the bedside assessment was conducted to the inpatient by using the iPad. According to the data evaluated between January2017 and April 2017,main adverse items( Category A) were identified and improved by using ABC classification method. The data evaluated between September 2017 and December 2017 were collected and compared with those before implementation of improvement measures.Results The major adverse items obtained by ABC classification were as follows: " The patients were not satisfied with the wards environment ", " The patients were not satisfied with the interval concern from the nurses", " The patients were not satisfied with the introduce of the inspection and the corresponding instructions ",and related rate dropped from 31. 48%、26. 85%、12. 96% to 26. 67%、17. 78%、8. 89%,respectively. The satisfaction rate of inpatients increased from91. 54% to 97. 07%. Conclusion The information evaluation of inpatient satisfaction can reduce the cost of nursing management,promote the innovation of office automatization and digital innovation of hospital management. The ABC classification can also identify the weak links in nursing management and provide continuous improvement with scientific basis.
引文
[1]石景芬,龚永,李元峰,等.住院患者满意度实证研究及影响因素结构方程模型构建[J].中国循证医学杂志,2015,15(7):786-792.
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[9]邓娟,范玲.护理质量管理信息化研究进展[J].护理学杂志,2015,30(5):102-106.
[10]侯胜田,张永康.患者满意度测评在中国医院管理中的应用与问题[J].中国医院管理,2012,32(5):35-36.
[11]何凤,侯小莉,余孟英.电话回访式健康教育在出院患者中的应用及效果观察[J].临床医学工程,2013,20(4):496-497.
[12]汪永莲,张凤勤,张超群.ABC分类法与耗材库存管理[J].中国医疗设备,2013,28(11):104-106.
[13]胡兰,范芳芳,赵生俊.用ABC法分析新疆医科大学附属中医医院肿瘤科2008-2009年药物利用情况[J].药学服务与研究,2011,11(3):222-226.
[14]BHATTACHARYA A,SARKAR B,MUKHERJEES K.Distance-based consensus method for ABC analysis[J].Int J Prod Res,2007,45(15):3405-3420.
[15]蒋国莲.患者满意度调查在医院管理中的应用[J].中国卫生标准管理,2017,8(6):10-11.
[16]诸玲,许兵,唐正利.护理工作实施第三方考核的实践探讨[J].江苏卫生事业管理,2012,23(3):53-54.
[2]中华人民共和国国家卫生和计划生育委员会.全国护理事业发展规划(2016-2020年)[J].中国护理管理,2017,24(7):1-5.
[3]陈华彪.ABC分析法在库存区域规划中的应用[J].中国药事,2013,27(12):1308-1310.
[4]PAPADAKI S,POPESKO B.Cost analysis of selected patient categories within a dermatology department using an ABC approach[J].Glob J Health Sci,2015,8(6):234-249.
[5]李艳,许翠萍.护士对护士长期望值及相关因素调查分析[J].齐鲁护理杂志,2013,19(23):65-67.
[6]夏磊,马丽春,艾祎,等.652例住院患者满意度分析与评价[J].中国医院管理,2015,35(2):59-61.
[7]李继平.护理管理学[M].3版.北京:人民卫生出版社,2012.
[8]闫积刚,贾福强.ABC分析法在建筑安全管理中的应用[J].建筑设计管理,2015,32(9):62-63.
[9]邓娟,范玲.护理质量管理信息化研究进展[J].护理学杂志,2015,30(5):102-106.
[10]侯胜田,张永康.患者满意度测评在中国医院管理中的应用与问题[J].中国医院管理,2012,32(5):35-36.
[11]何凤,侯小莉,余孟英.电话回访式健康教育在出院患者中的应用及效果观察[J].临床医学工程,2013,20(4):496-497.
[12]汪永莲,张凤勤,张超群.ABC分类法与耗材库存管理[J].中国医疗设备,2013,28(11):104-106.
[13]胡兰,范芳芳,赵生俊.用ABC法分析新疆医科大学附属中医医院肿瘤科2008-2009年药物利用情况[J].药学服务与研究,2011,11(3):222-226.
[14]BHATTACHARYA A,SARKAR B,MUKHERJEES K.Distance-based consensus method for ABC analysis[J].Int J Prod Res,2007,45(15):3405-3420.
[15]蒋国莲.患者满意度调查在医院管理中的应用[J].中国卫生标准管理,2017,8(6):10-11.
[16]诸玲,许兵,唐正利.护理工作实施第三方考核的实践探讨[J].江苏卫生事业管理,2012,23(3):53-54.