摘要
目的探索SPO(structure,结构;process,过程;outcome,结果)三维管理模型在“互联网+护理服务”安全管理中的应用效果。方法于2020年9月至2023年12月在我院采用“互联网+护理服务”的179名患者为研究对象,从结构、过程、结果3个维度出发制定人员管理、工作流程、护理记录、应急预案和质量标准等工作规范,并统计服务人数、操作成功率、患者再预约率、纠纷事件发生率等,从安全性、移情性、监督性、可靠性、响应性、经济性6方面出发调查服务满意度。结果我院自2020年9月至2023年12月共为179名服务对象提供上门服务647次,累计服务706次,其中成人122人、新生儿57人;成人再预约率为71.31%,新生儿再预约率为40.35%,成人纠纷发生率为0.02%,新生儿纠纷发生率为0.00%,未发生不良事件;患者平均满意度为98.92%。结论将结构、过程、结果3个维度相结合的SPO三维管理模型应用于“互联网+护理服务”安全管理中,可有效保证护理服务安全,患者满意度较高。
Objective To explore the application effect of SPO three-dimensional management mode in"Internet+nursing service"security management.Methods Taking 179 patients in our hospital who carried out"Internet+nursing service"from September 2020 to December 2023 as the research object,the SPO three-dimensional structure management mode was applied to the safety management of"Internet+nursing service",and working norms such as personnel management,work flow,nursing records,emergency plans and quality standards were developed from three dimensions of structure,process and result.In the process of Internet+nursing service,relevant work systems and norms were implemented,patient service volume,service success rate,patient re-booking rate,patient disputes,and nurse-patient safety incidents were counted,and patient service satisfaction was investigated from six aspects:safety,reliability,empathy,supervision,responsiveness and economy.Results From September 2020 to December 2023,a total of 179 service projects were carried out 647 times in our hospital,and 706 nursing operations were completed,including 122 adults and 57 newborns.The adult reappointment rate was 71.31%,the newborn reappointment rate was 40.35%,the adult dispute rate was 0.02%,the newborn dispute rate was 0.00%,and there was no nurse-patient safety incident.The average patient satisfaction was 98.92%.Conclusion The SPO three-dimensional structure management model,which combines the three dimensions of structure,process and outcome,can be effectively applied to"Internet+nursing service"to ensure the safety of nursing service and high patient satisfaction.
作者
唐玉新
顾美芹
李霞
TANG Yuxin;GU Meiqin;LI Xia(Yancheng City Dafeng People′s Hospital,Yancheng City,Jiangsu Province,China 224100)
出处
《卫生职业教育》
2024年第23期149-153,共5页
HEALTH VOCATIONAL EDUCATION
关键词
互联网+护理服务
三维管理模式
安全管理
派单式管理
Internet+nursing service
Three-dimensional management model
Safety management
Dispatch management
