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目的:探讨在输液室实施六西格玛管理方法对于改善护理服务满意度的影响。方法:取2014年10月~2015年3月丽水市人民医院输液室560例患者为本次研究对象,分为两组,对照组患者使用常规管理方法,观察组患者使用六西格玛管理方法。对两组患者护理满意度和护患纠纷发生率进行比较。结果:实施六西格玛管理方法后护患纠纷发生率下降为5.00%,护理满意率提高至95.35%(P<0.05)。结论:在输液室实施六西格玛管理方法能有效降低纠纷的发生和患者对护理服务的满意度。
Objective: To explore the impact of Six Sigma management in infusion room on the improvement of nursing service satisfaction. Methods: From October 2014 to March 2015, 560 patients in the infusion room of Lishui People's Hospital were divided into two groups. Patients in the control group received routine management and patients in the observation group received six sigma management. The two groups of patients with nursing satisfaction and nurse-patient disputes were compared. Results: The incidence of nurse-patient disputes dropped to 5.00% and nursing satisfaction rate increased to 95.35% (P <0.05) after implementing Six Sigma. Conclusion: The implementation of Six Sigma in the infusion room can effectively reduce the incidence of disputes and patient satisfaction with nursing services.