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目的:探讨实施ISO9001质量管理体系的基础上引入六西格玛管理方法在护理流程改造中运用的效果。方法:2008年1月起采用ISO9001质量管理体系的基础上引入六西格玛五步法即定义、测量、分析、改进、控制,对急诊患者入院交接流程中的质量关键点及流程中的缺陷进行识别。对比分析流程优化前后各120例急诊患者入院交接的缺陷情况、交接时间、患者满意度及急诊护士对病房护士的满意率,以评价应用ISO9001质量管理体系的基础上引入六西格玛管理法,对急诊住院患者入院交接优化流程的效果。结果:流程优化后护理纠纷及缺陷率从1.60%降至0.48%(P<0.05);交接患者等待时间由原来的(9.4±2.3)min缩短至(3.8±1.2)min(P<0.05);患者满意度、急诊护士对病房护士满意度均有明显提高(P<0.01),达到了预期目标。结论:ISO9001质量管理体系的基础上实施六西格玛管理方法,能提高急诊护士工作质量和工作效率,降低工作缺陷率,在护理管工作中值得推广应用。
Objective: To explore the effect of applying Six Sigma management method in nursing process reformation based on the implementation of ISO9001 quality management system. Methods: The five - step six - sigma method was introduced on the basis of ISO9001 quality management system since January 2008 to define, measure, analyze, improve and control the key points of quality and the process defects in the process of emergency admission. To compare and analyze the defects, handover time, patient satisfaction and satisfaction rate of emergency nurses to ward nurses in 120 emergency patients before and after the optimization process, and to evaluate the application of ISO9001 quality management system based on the introduction of Six Sigma Management, emergency hospitalization Patient admission transfer optimization process results. Results: The rate of nursing disputes and the rate of defect after the process optimization decreased from 1.60% to 0.48% (P <0.05). The waiting time of the patients with handovers shortened from (9.4 ± 2.3) min to (3.8 ± 1.2) min (P <0.05) Patient satisfaction and emergency nurses’ satisfaction with ward nurses were significantly improved (P <0.01), reaching the expected goal. Conclusion: The implementation of Six Sigma based on the ISO9001 quality management system can improve the work quality and efficiency of emergency nurses, reduce the work defect rate and deserve promotion and application in nursing management.