摘要目的 探讨全面流程管理的护理工作对服务质量的提高.方法 以活动为导向进行流程管理,制定出病房各项护理工作流程,对各项护理活动均按流程操作.对医院管理人员、医护人员以及住院患者进行问卷调查.结果 护理差错、失误率明显下降,问卷调查结果得到患者很好评价.结论 实施全面流程管理规范了护理管理制度,更科学、更人性化的管理提高了护理工作效率,加强了护士的整体服务意识,大幅度提高患者的满意度.

abstractsObjective To discuss the effect of the comprehensive process management in nursing work to improve service quality.Methods Activity -oriented process management and nursing workflow were worked out,and nursing activities were done according to the process.A questionnaire survey was conducted among hospital managers,medical workers and inpatients.Results Nursing errors and error rate decreased significantly.Survey results are well evaluated.Conclusions The implementation of a comprehensive process management regulates the care management system standards.It provides more scientific,more humane management to improve the efficiency of care.It strengthens the nurses'overall sense of service,and greatly improve patients'satisfaction.