目的：探讨优质护理服务对护士长管理效能的影响。方法以2012年3月起该院实施优质护理服务的372名护理人员为研究对象，比较优质护理服务开展前后护理人员工作能力、护理质量、患者对护理服务的满意度、护理不良事件发生率等护理管理指标的变化情况。结果优质护理服务开展后护理人员工作能力中专业技能、认真查对、健康教育、正确指导等指标，护理质量中基础护理、静脉治疗管理、安全管理、病室管理、特一级护理等指标，患者对护理服务满意度如工作主动性、服务态度、语言沟通能力、医疗环境、仪表行为等方面的评分均较开展前明显提高，护理不良事件中护理纠纷、用药差错、护理差错发生率均较开展前明显下降，差异均有统计学意义（P<0.05）。结论开展优质护理服务能有效提高护理人员工作能力、护理质量及患者对护理服务的满意度，降低护理不良事件的发生率，使护士长的管理效能明显提升。%Objective To explore the influence of carrying out the high-quality nursing service on the management effi-ciency of head nurses. Methods A total of 372 nurses in the implementation of high quality nursing service from March 2013 were taken as the research subjects. The changes situation of the nursing management indexes such as nurses working ability , nursing quality,patients′satisfaction on nursing and occurrence rate of nursing adverse events were compared between before and after conducting the high quality nursing services. Results The indexes of professional skill,careful check,health education and correct guidance in the nurse working ability,indexes of basic nursing,intravenous treatment management,safety management, wards management and special grade nursing or first grade nursing in the nursing quality and in the aspects of work initiative ,ser-vice attitude,language communication ability,medical environment,ceremony for the patients satisfaction on nursing service after conducting the high quality nursing service all were significantly improved compared with before conducting the high-quality nurs-ing service,the occurrence rate of nursing disputes,medication error,nursing error in the nursing adverse events were significantly reduced compared with before implementation,the differences were statistically significant(P<0.05). Conclusion Conducting the high-quality nursing service can effectively improve the working ability of nurses ,nursing quality and patient′s satisfaction on nursing service,reduces the occurrence rate of adverse nursing events and obviously elevates the management efficiency of head nurses.
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