摘要目的 通过应用ISO9000族质量标准规范临床护理服务基础设施.方法 按照ISO9000族质量标准,全员动员,成立领导小组,制定质量手册,临床督导,1个月检查验收、评议.通过自制质量评估量表分别对47个护理单元规范前后各检查填表1次,比较评价;发放满意度问卷对患者、护士进行实施前后问卷调查.结果 规范前后护士站、治疗室、处置室、换药室、抢救病房、普通病房等临床服务基础设施与护理服务质量在患者、护士满意度的测评中差异均有统计学意义(P＜0.01).结论 应用ISO9000族质量标准能有效规范临床护理服务基础设施,是提高临床基础护理质量、提高护理服务满意度的有效手段.

abstractsObjective To regulate nursing service infrastructures through application of quality standards of ISO9000 family. Methods According to quality standards of ISO9000 family, all staff was mobilized, leading group was established, quality manuals were developed, clinical supervision and inspection was carried out. Quality assessment scale was used in 47 nursing unit and satisfaction assessment questionnaire was used among patients and nurses before and after the program. Results In satisfaction assessment of patients and nurses, infrastructures such as nurse stations, treatment rooms, disposal rooms, dressing rooms, salvage wards and ordinary wards, as well as nursing service quality were significantly improved(P ＜0. 01 ) after the program. Conclusions Application of quality standards of ISO9000 family could effectively regulate nursing service infrastructures and improve nursing quality and patient satisfaction.