目的 探讨清单式出入院护理流程在耳鼻喉科优质护理服务中的应用效果。方法 通过运用“影子管理”模式查找薄弱环节,制定“神圣时刻清单”细化出入院护理标准,科室护士集中培训、现场指导,重点督查,持续改进,实施清单式出入院护理流程,比较实施组与未实施组的效果。结果 实施清单式出入院护理流程后患者平均入院时间由7 min缩短至1 min,平均出院时间由150 min缩短至15 min。患者对护理工作满意度由90.8%提高至98.5%,对宣教内容的满意度由86.6%提高至99.1%。结论 实施清单式出入院护理流程,规范护士行为、优化护理流程,打造出入院护理模板化,实现了患者入院时零等待,出院时有护送,出院后有回访,出入院护理零投诉,有力促进了优质护理服务。

Objective To evaluate the applicability of checklist nursing processes of admission and discharge to excellence in nursing service in the Department of Otorhinolaryngology, Head and Neck Surgery. Methods Loopholes of nursing were found using the shadow management model.A “list of sacred moments”was made to refine the nursing standards for admission and discharge. The effect of adopting thse checklist nursing processes was compared between patients who had gone through these processes(implementation group) and patients who had not (control group). Results Patients of implementation group took less time to get admitted or discharged and were more satisfied than patients of control group. Conclusions The checklist nursing processes could standardize the behavior of nurses, optimize nursing processes,bring about template-based hospital care, and make nursing more efficient, which can effectively promote excellence in nursing service.