Summary report on quality nursing service 1
Since the demonstration project of high-quality service was launched in China, hospitals all over the country have been carefully interpreting the connotation of the demonstration project of high-quality service, and each hospital and everyone have different understandings. There are many highlights in the quality service demonstration project of our hospital. On the blog, we can see all kinds of changes in the activities of various departments every day, get inspiration and learn from them. In the quality service demonstration project, our department combined with its own characteristics to do a good job at ordinary times, so that patients can feel the service and cultural changes of the department during hospitalization, which is very popular among patients.
At present, there is a serious shortage of nursing staff in our department, and the tasks of gastroenterology and Chinese medicine treatment are heavy. Every hospitalized patient needs infusion therapy, and there are many intramuscular injections and intravenous injections. Because most patients in Digestive Science and Technology University need fasting, there are many infusion groups, and nurses are busy with treatment before, and there is less communication with patients. Health education and discharge guidance are not in place, and most of them are junior nurses in our department, and their technical level needs to be further improved.
A number of satisfaction surveys show that patients are not satisfied with the technical level, liquid examination and health guidance of nurses. In view of this situation, the department held a general nurse meeting to discuss the causes and roots of the problems and adjust the working mode and methods in combination with the characteristics of our department.
First of all, in order to ensure that patients can be infused as soon as possible, the nursing staff in our treatment class always insist on early shift and go to the department to prepare fluids at 7: 30 every day. At the same time, in the case of insufficient nursing staff, the previous four duty groups were merged into three duty groups, each group was equipped with two nurses on duty, and each group selected 1 duty leader to implement the duty leader responsibility system. The leader on duty every day evaluates the patient's condition and the nursing staff's situation that day, and arranges the patient's treatment and nursing work to someone who is responsible.
In order to solve the problems of small treatment room, few treatment vehicles and too much liquid for patients in the digestive department, it is impossible to put it on the treatment vehicle completely. We carried out the practice of preparing half the patients' fluids in each group first, 1 The nurse pushed them out for infusion. Another nurse will continue to prepare the remaining half of the patient's fluid in the treatment room, and the nurse waiting for infusion will return to the treatment room to push the remaining patient's fluid after losing the first half of the fluid. Since this operation, the infusion process has been greatly improved. It ensures that patients can be infused before 10 every day and at 9: 15 at the earliest, which greatly improves patients' satisfaction. At the same time, in view of the problems that patients are most concerned about, such as how many infusion groups are there every day, whether it is necessary to re-infuse in the evening and afternoon, the name and function of infusion drugs, etc., we force every nurse who prepares and infuses to write down the label of infusion bottle and inform patients of the name, function, quantity and time of infusion groups when infusing. In order to solve the problem of poor patient response patrol, we also implement a group contract system, and each responsibility team has its own responsibilities, and resolutely put an end to the phenomenon that patients stop liquid. When a patient asks for an infusion, all members of the responsible team will be criticized. As the focus of daily quality control of head nurses, these two tasks have achieved fruitful results through nearly half a month's operation. At this moment, patients rarely complain that the infusion time is too late and the infusion tour is poor. When the head nurse asked the patients' opinions, the patients all responded that the service had been greatly improved at this moment.
In view of the need for further treatment and conditioning for patients in the Department of Gastroenterology after discharge, we specially formulated discharge guidance for the Department of Gastroenterology and the Department of Traditional Chinese Medicine, printed leaflets and sent them to patients, and asked the nurses on duty to give discharge guidance to each discharged patient, explaining in detail the matters needing attention, review time and discharge process. Moreover, the nurse on duty must personally call the patient to pay a return visit and understand the situation of the patient after discharge, which has also been well received by the patient.
In fact, in the quality service demonstration project, what we do is ordinary work, ordinary work. The quality service demonstration project does not require us to do many earth-shattering big undertakings. As long as the usual work is done well, the core systems are implemented well, so that patients can really benefit, so that patients, nurses and society can be satisfied. Of course, in the process of continuous activities, we will constantly sum up experience, explore new ways and strive to do our best.
Summary report of quality nursing service II
Through the development of high-quality nursing service, the nursing work in our hospital has gradually become standardized, the image of nursing staff in patients' minds has been greatly improved, and the satisfaction of the masses has also been greatly improved. The quality nursing service is summarized as follows:
First, strengthen organizational leadership, improve the hospitalization conditions of wards, and ensure the smooth development of the creation activities.
Hospital leaders attached great importance to the activity of "Quality Nursing Service Demonstration Project", set up an activity leading group headed by Dean Tian, worked out the activity implementation plan in time, held a mobilization meeting for the establishment of the activity, and defined the responsibilities and requirements.
On the basis of hospital mobilization, Dean Tian held regular meetings of head nurses for re-mobilization and redeployment. In order to carry out the spirit of notification, all grass-roots departments organized nursing staff to seriously study and understand the spirit of creating documents related to activities, unify their thinking and understanding, clarify the objectives of activities and refine their tasks.
Two, the implementation of hierarchical management, to create a quality service nursing team.
Establishing a well-organized, well-trained, skilled and creative nursing team is the basis of achieving high-quality nursing service. First of all, establish the image of a nurse. Nurses must wear nurse's uniform, nurse's hat, nurse shoes, hang badge, smile and serve, and popularize polite expressions. Second, the allocation of nursing staff was further optimized. While the number of nursing staff is increasing, efforts should be made to improve the leadership potential and professional quality of nursing managers by studying abroad, in-hospital training and on-the-job learning. Through the study, the comprehensive quality potential of nurses has been significantly improved, the professional skills of nurses in the whole hospital have been strengthened, the service level has been improved, and the overall nursing professional level has reached a new level.
Third, consolidate basic nursing and continuously enrich the connotation of nursing service.
In the creation activities, the shifts should be arranged reasonably according to the work intensity, and the shifts should be increased during the daytime when the work is relatively busy and the patient needs more, so as to meet the patient's service needs as much as possible. It has solved the phenomenon of insufficient staff and uneven busy and leisure in each shift and subject, and has been recognized by the dean and nurses. Responsible nursing was carried out in all wards, which strengthened nurses' sense of responsibility, completely changed the passive service of family members or patients calling when the pager rang in the past. Now nurses constantly patrol wards and actively bring services to patients in time, realizing a new clinical nursing service model. Nurses should adopt the responsibility system of asking questions first and welcoming them first, set up warm notification cards, issue health education cards and diet care cards, and strengthen nurse-patient communication. Paying attention to patient-centered, strengthening basic nursing, fully implementing the responsibility system, deepening the connotation of nursing specialty and improving the overall level of nursing service have been highly praised by patients' families. Strengthened the basic nursing training of nursing staff.
Fourth, strengthen specialized nursing and effectively improve the soft power of nursing service.
While strengthening basic nursing, our hospital firmly grasps the direction and requirements of "high quality" and constantly improves the soft power of nursing service. In order to improve the level of specialized nursing, strengthen the training and assessment of nursing staff's professional knowledge, organize all departments to select typical diseases of undergraduate courses, integrate specialized nursing knowledge, revise it repeatedly, unify standards and adjust it reasonably, and bring continuous and reliable clinical information. In order to further standardize health education and change the current situation that nurses lack communication experience and art, all departments carry out health education activities, give full play to the professional characteristics, technical advantages and service characteristics of pilot departments, tap potential, establish image and build brands.
Five, the implementation of the whole process of monitoring, continuous improvement of nursing service quality, strengthen performance appraisal.
In business management, we always adhere to the service concept of "patient-centered", constantly strengthen the quality and safety awareness of nursing staff at all levels, increase the supervision of nursing quality, and combine comprehensive inspection with individual inspection, alternately carry out vertical inspection and circular inspection, and supplement regular inspection with irregular inspection.
In order to further deepen high-quality nursing service, motivate nurses, effectively implement the overall nursing responsibility system, standardize nursing behavior, strengthen safety awareness, ensure clinical nursing safety, give full play to the role of nursing quality control, supervision and inspection system, do a good job in nursing safety management, and formulate performance appraisal methods for nursing staff.
In the future work, our hospital will increase the systematic research on high-quality nursing service, establish a long-term mechanism to improve nursing service and normalize high-quality nursing service. First, strengthen the training of nursing etiquette and further shape the image of nursing staff; The second is to strengthen theoretical study and improve the professional theoretical level of nurses; Third, strengthen the operation training of nursing technology and improve the operation skills of nurses; Fourthly, improve the performance appraisal system to make high-quality nursing service develop in our hospital for a long time; Bring comprehensive and high-quality services to the people, satisfy patients and satisfy the society.
Summary report of quality nursing service 3
Our department closely revolves around the work plan of nursing department and departments, with the goal of "good service, good quality, good medical ethics and satisfaction of the masses" and the main line of improving nursing quality. With the smooth development of quality service, I really realize the importance of quality service from the heart, regard quality service as the bounden duty and duty of nurses, and treat every patient with gratitude. "Please" the system commitment from the wall, let the quality service "walk" the document, change the passive service into the active service, go deep into the ward, understand the patient's psychology, understand the patient's needs and improve the nurse-patient relationship. Through the development of high-quality nursing service, nurses' sense of responsibility to patients has been strengthened. As long as you find any problems that need to be solved in the patient's life or nursing when you go deep into the ward, you will deal with them in time and solve them in place. The nursing work in our department is summarized as follows:
First, unify thinking, raise awareness and organize implementation.
1, department leaders attached great importance to it, repeatedly stressed the determination and importance of promoting quality nursing service, and organized the formulation of implementation plans.
2. Actively mobilize within the scope of general practice and actively carry out quality nursing services.
Two, clear thinking, conscientiously implement the work.
1, establish and improve nursing rules and regulations, work norms and job responsibilities. Ensure the basic quality and safety of nursing.
2. Conscientiously implement high-quality nursing service and issue satisfaction questionnaires, so that patients and their families can understand the content of basic nursing work and accept the supervision of patients and society.
3. Strictly implement basic nursing: for example, cutting nails, feeding patients, assisting defecation, etc. Health education is integrated into basic nursing, which not only strengthens basic nursing, but also enhances the relationship between nurses and patients.
4. In order to implement the special nursing management system and nursing safety management measures, strengthen clinical nursing and ensure medical safety, the nursing department has formulated some safety signs, such as fall prevention signs and drug allergy signs, to reduce the occurrence of adverse events.
5. The responsible team leader checks the basic nursing work of the class in each shift, and the head nurse checks it every day to find out the existing problems, analyze the reasons and put forward improvement measures.
Three, actively promote quality nursing service and overall nursing responsibility system.
1. After carrying out high-quality nursing service, patients can return their time, the quality of nursing is improved, and patients are very satisfied. After the implementation of the responsibility system holistic nursing, the nurse in charge can understand the patient's condition, medication and auxiliary examination in this area, find out the shortcomings of the medical team in time, correct them in time and avoid mistakes. Basic nursing is in place, and morning and evening nursing is better than before.
2. Working mode of clinical nurses. Implement the responsibility system, the overall nursing team responsibility system or the responsibility nurse responsibility system to ensure that the beds are cared for by people. Gradually implement the "bedside work system for nurses", and gradually realize that nurses can closely observe the patient's vital signs and illness changes in the ward or beside the patient under normal circumstances; Visit patients regularly, conscientiously implement bedside handover, treatment and nursing, and establish clinical nursing methods such as "bedside record system" for nurses.
3. Patients' satisfaction has been improved, and responsible nurses are often praised by patients and their families and recognized by patients.
Fourth, establish a supervision mechanism to continuously improve service quality.
1, hold a public holiday forum once a month, listen to patients' opinions in time, set up a contact book for hospitalized patients, and call back the discharged patients in time.
2. In the patient satisfaction survey, the patient satisfaction can reach 92%.
Five, conscientiously implement the rules and regulations, especially the three checks and seven pairs. Improve nursing quality and ensure nursing safety.
1, adhere to the check system, the responsible nurse checks the doctor's advice every afternoon, the head nurse always checks it every week, and checks the implementation of the doctor's advice every day and records it; Insist on bedside handover of critically ill patients, prevent complications and do a good job in nursing critically ill patients.
2. Strictly implement the system of isolation and disinfection, and nurses are familiar with the configuration of various disinfectants. Ultraviolet lamp irradiates the treatment room every day 1 time. Carry out terminal disinfection for discharged patients, manage medical wastes and domestic garbage as required, and strictly hand over and register.
Problems and challenges of intransitive verbs;
Although some achievements have been made, there are still shortcomings; For example, nurses' propaganda and health guidance are not in place, nurses' writing cases are not standardized, individual nurses' sense of responsibility is not strong, and ward management is not in place. The management ability of the department needs to be further improved.
Patient:
1. In the patient satisfaction survey, the dissatisfied or satisfied items mainly focus on the problems such as inadequate nursing service, poor initiative and untimely communication.
2. In the daily check-up, most patients can receive the basic care and life care of nursing staff, but some patients are unwilling to receive the services of nursing staff? I don't trust nurses to take care of patients. I don't trust them.
In terms of nursing staff:
1, the nursing staff have a heavy workload and are distracted, so they can't deeply understand the overall situation of patients and it is difficult to keep up with the in-depth personalized nursing.
2. Rewriting ignores implementation and cannot correctly handle the relationship between writing and doing. Nurses are busy writing all kinds of records, ignoring the implementation of nursing measures, so the time to go deep into the ward is relatively reduced, and the opportunities for nurses to contact patients are correspondingly reduced.
In a word, the nursing staff in the department are of one mind, tackling difficulties, focusing on the overall situation of the hospital, strengthening the quality inside and shaping the image outside, constantly improving the level and quality of nursing services in the department, and effectively providing quality nursing services for patients. I believe we will get better and better!
Summary report of quality nursing service 4
Our hospital actively responded to the "quality nursing service demonstration project" determined by the Ministry of Health, and our internal medicine department was fortunate to be selected as the pilot ward of quality nursing service in the whole hospital. During the five-month activity, the director of the department and the head nurse worked tirelessly and actively led. All nurses kept in mind the service tenet of "patient-centered", consolidated basic nursing, solidly promoted quality nursing services, and made continuous progress towards the goal of "patient satisfaction, social satisfaction and government satisfaction".
The head nurse visits the ward every day and actively carries out rectification according to the problems existing in the ward and the opinions put forward by the patients. If there is a potential risk that I have more infusion times and fewer nurses at night in q 12h, the head nurse will adjust and strengthen the night staff in time to ensure that every patient can get timely treatment; In the afternoon 16: 00, the nurse in charge carried out nursing rounds with medical records to understand the treatment situation of the patients on the same day and inform them of the related examination, treatment and matters needing attention the next day.
Strengthen the communication between nurses and patients, and try to create a comfortable and convenient environment for patients. For example, the nurses on duty who receive new patients in each shift should introduce themselves to the patients, including the doctor in charge, the nurse in charge, the ward environment, the schedule of work and rest, and relevant examinations. Strengthen the hot water supply under the existing conditions in the ward and prepare disposable supplies such as pots and pans.
We demonstrate our excellent nursing service with practical actions. Most of the patients in our internal medicine department are elderly people, and the new patients who have been in bed for a long time have been constipated when they are admitted to the hospital.
Troubled, the stool is still not solved after using Kaiser Dew. Without saying anything, our responsible nurse dug up the stool bit by bit, and repeatedly instructed the methods to prevent constipation to alleviate the patient's pain. The patients and their families are very grateful and thank you again and again. Our nurse in charge said, "This is what I should do."
Every day, our nurses will come to the bedside and give guidance to each patient on diseases, such as diet guidance and rehabilitation training. The patient and his family listened carefully to the medicine and said with a smile, "We need the knowledge you said too much. I hope this work can continue. "
There are still many high-quality nursing service activities we carry out. The patient's satisfied smile warms us, and the patient's recovered smile inspires us. We are confident to continue to provide quality nursing services.
Summary report of quality nursing service 5
Since the development of high-quality nursing service in our hospital, with the great attention and support of hospital leaders, the hospital has widely mobilized publicity, set up an activity group headed by the president, formulated an activity plan and a clear work plan for high-quality nursing service, created guiding ideology and activity objectives, earnestly carried out high-quality nursing service, and took neurology and cardiovascular wards as pilots, changed the working mode, enriched the service connotation, consolidated basic nursing, and constantly satisfied patients. The nursing concept of "patient-centered, returning to nursing standard" has been deeply implanted in the hearts of medical staff and further integrated into the nursing service for patients. Since the implementation of quality nursing service for one year, the achievements are as follows:
First, the nursing service is affectionate.
We have formulated the trilogy of "admission-hospitalization-discharge" in detail, and stipulated the workflow and working standards. When the patient is admitted to the hospital, the nurse will give him (her) a good education with a smile and introduce the ward director, head nurse, responsible nurse and ward environment. In order to relieve the patient's nervousness, a pink love contact card will be handed over to guide the patient's eating activities, lying down, functional exercise guidance, telephone numbers of department directors and head nurses, etc. The nurse in charge will help him/her to manicure, wash hair, wash feet and take a bath in bed for those who cannot take care of themselves. When the patient leaves the hospital, lead the patient to check out and return the bedding, and escort the patient to the elevator. After leaving the hospital, the nurse in charge will give patients regular telephone follow-up and rehabilitation guidance, and change the passive service into active service, which improves the degree of touch and service connotation.
Second, high-quality nursing services achieve full coverage, and wards fully implement responsibility nursing.
Ward to implement the responsibility system of grouping, formulate various job responsibilities. The whole nursing work was readjusted and distributed, and the responsibility system nursing was implemented.
Each nurse in the ward is responsible for 4-6 patients, and the name of the responsible nurse is hung on the wall of each ward. The ward is divided into two groups, with two responsible team leaders. When the responsible nurse is not in class, the team leader is responsible for completing all the work such as patient life nursing, condition observation, treatment and rehabilitation, health education, etc. So as to provide patients with "high-quality, full-course and seamless" nursing service.
Thirdly, change the scheduling mode and implement flexible scheduling system to ensure the effectiveness of high-quality nursing service.
Change the fixed shift mode in the past, and carry out continuous holistic nursing according to the number of patients, the number of critically ill patients and the needs of patients. The working hours of nurses have been extended, and the communication between nurses and patients in the ward has increased the nursing time. We have also set up a publicity column of "Ten High-quality Nursing Services" in the ward to publicize the basic nursing service items and grading nursing service standards, and set up a publicity column of substantive health education. In order to let patients and their families master more knowledge of health education, and at the same time let patients and their families know the significance, purpose and effect of our Excellence activities in time, so as to better supervise and cooperate with our work. The nurse-patient relationship is harmonious, the distance between them is shortened, and the nurse-patient relationship is no longer our embarrassment.
Fourthly, simplify nursing documents and popularize tabular nursing documents.
It effectively shortens the writing time of nurses and ensures the working time of nurses. Nurses have more time to strengthen life nursing and basic nursing, and have more time to contact and communicate with patients and carry out health knowledge education. They really give time back to nurses, and nurses give back to patients, which greatly improves the satisfaction of nursing services.
Fifth, actively carry out various recreational activities, effectively reducing the work pressure of nurses.
Everyone says: "the doctor's mouth, the nurse's leg", "three points of treatment, seven points of care". It is not difficult to see from these two sentences, but also can explain the hardship and importance of our nursing work, and the work pressure can be imagined. In order to relieve the work pressure, I held a fun sports meeting on "5. 12" Nurses' Day, which effectively relieved the work pressure and nursing fatigue, enlivened the atmosphere, enhanced the team cohesion and injected new vitality into the new round of nursing work.
Disadvantages:
1, there is no hierarchical management for nurses, and quality nursing service needs to be improved.
2. Insufficient nurses.
3. The performance appraisal system needs to be improved.
4, logistics, medical security system measures are not perfect, the work is not in place.
Although some achievements have been made in the work, there are still many discomforts. We are soberly aware that it is not enough for quality service to stay on the surface of "easy entry, good face and good words". It is necessary to emphasize good nurse-patient communication with each other, attach importance to the feelings of the clients, and convey your "welcome, respect and enthusiasm" to patients through specific behaviors, so that patients can really feel it. We will follow the scientific management principle of nursing quality and excellent service, adhere to the service concept of "patient-centered" and take "consolidating basic nursing and providing satisfactory service" as the working goal to sublimate nursing service and improve the overall quality of nurses. I believe our quality nursing service will get better and better!
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