【摘要】 目的:运用质量功能展开(QFD)技术原理探讨和改善优质护理。方法:运用质量机能展开原理进行分析,确认患者需求并排序,进行同行竞争性标杆分析比较,设计优质护理服务质量屋,构建患者质量需求和护理质量要素间的关系矩阵。发现影响优质护理的关键问题,确定影响优质护理品质的关键质量特性因素。结果:从患者角度评估医院现有优质护理服务需求,得出"专业知识"、"操作技能"、"医院硬件设施"、"服务态度"对"高品质的优质护理服务"需求影响的质量特征重要度最大,需要优先改进。结论:运用QFD方法能确定影响优质护理品质的关键质量特性因素,为医院管理提供决策依据和改进方向,从而提供更优质的护理服务。更多还原

【Abstract】 Objective To explore and improve quality nursing by applying quality function deployment(QFD).Methods With the QFD method,the patients’ needs were analyzed,confirmed and sorted.Through the comparative analysis of peer competitive benchmarking,house of quality was designed,and relational matrix involving patients’ demands and elements of quality nursing was constructed.Key issues concerning the satisfaction of quality nursing and the characteristic factors affecting nursing quality were identified.Results Based on patients’ evaluation of the existing hospital high-quality nursing service,such factors as professional knowledge,operating skills,hospital facilities,service attitude turned out to be the most influential,which should be given a priority in improvement.Conclusions The use of QFD method can determine the characteristic factors affecting high-quality nursing,which can be seen as a guidance for decision-making in hospital management so as to provide much better nursing care.更多还原