摘要
目的将柔性管理理念应用到病区保洁人员管理,以提高保洁人员的工作积极性、满意度和服务质量。方法护士长运用柔性管理理念对保洁人员进行管理:从改变称呼,尊重保洁人员开始;帮助保洁人员建立自信心和荣誉感;把保洁人员当成科室必不可少的一份子;关心保洁人员及家属的身心健康;建立激励机制;护理管理者为保洁人员争取福利待遇。结果实施柔性管理后,保洁人员的服务质量合格率提高(P<0.05);患者对保洁人员的满意度显著提高(均P<0.01);实施后保洁人员对护理管理者在管理人性化、增加自信心、增加荣誉感、提高积极性、提高满意度等方面的评价显著高于实施前(P<0.05,P<0.01)。结论实施"以人为本"的柔性管理,可提高保洁人员工作满意度和服务质量。
Objective To apply flexible management in managing ward cleaners, so as to promote their work enthusiasm, satisfaction and service quality. Methods The concept of flexible management was adopted by head nurses to manage cleaning staff, which ineluded showing respects to them in designation, helping them to build up self-confidence and sense of honor, regarding them as an indispensable part of the departments, showing concern to the physical and mental health of their families, establishing incentive mechanism and fighting for their welfare. Results After the implementation of flexible management, the passing rate of their service quality and patient satisfaction of cleaning staff were significantly improved （P〈0.05, P〈0.01）. And, cleaners＇ comments on nursing administrative staff＇s humanistic management, on confidence and sense of honor, initiatives and satisfaction was significantly better compared to those before the implementation （P〈0.05 ,P〈0. 01）. Conclusion The implementation of ＂people-orien ted＂ flexible management can promote cleaning staff＇s job satisfaction and service quality.
关键词
保洁人员
柔性管理
服务质量
cleaning personnel
flexible management
service quality
