钟素雯　杨莉瑕　梁瑞清

[摘要] 目的 探讨护理安全管理模式对提高急诊科护理质量及满意度的影响。 方法 采取自身对照方式2015年1月～2016年6月期间我院急诊科日间护理采用护理风险安全管理模式法（实施后），2013年1月～2014年12月采用传统护理管理方法（实施前），科室自行制定调查问卷，观察实施前后护理投诉、护理纠纷发生情况，并对护理满意度、基础护理、消毒隔离、病房管理等护理质量进行评价。 结果 实施安全管理模式后护理投诉明显低于实施前，而护理满意度明显高于实施安全管理模式前，差异有统计学意义（P<0.05）；实施安全管理模式后基础护理、消毒隔离、病房管理及护理综合质量评分明显高于实施安全管理前，且比较差异均有统计学意义（P<0.05）；实施安全管理模式后不良事件发生率明显低于实施安全管理前，且比较差异均有统计学意义（P<0.05）。 结论 急诊科应用护理安全管理模式可有效提升患者的满意率，提高日间护理的安全质量。

[关键词] 急诊科；安全管理；护理质量；护理纠纷；护理投诉

[中图分类号] R472.2 [文献标识码] A [文章编号] 2095-0616（2017）15-147-04

[Abstract] Objective To explore nursing safety management models to improve the quality of emergency department care and satisfaction. Methods A self-controlled way was used，security risk management method was used during care day care in January 2015 to June 2016 the traditional nursing management in Emergency Department of our hospital （after implication ）.（before implementation），traditional nursing management method was used from January 2013 to January 2014.The department developed its own questionnaire.Before and after nursing complaints，the disputes care situation，and satisfaction with care，primary care，disinfection and isolation wards and other care management quality were observed and evaluated. Results After the implementation of safety management mode，nursing complaints were significantly lower than before implementation.The nursing satisfaction was significantly higher than that of the implementation of safety management model，and the difference was statistically significant （P<0.05）.After the implementation of safety management model，based care，disinfection and isolation ward management and overall quality of care score were significantly higher than before the implementation of safety management，and the differences were statistically significant （P<0.05）. Conclusion The emergency department of nursing safety management model can effectively enhance patient satisfaction rate，and improve the safety and quality of day care.

[Key words] Emergency department；Safety management；Quality of care；Nursing disputes；Care complaints

急診科是医院重要组成部分，作为危重症和急症患者救治的前沿阵地，其服务水平代表了整个医院的服务和医疗水平[1]。随着人们服务意识的提高，对急诊护理也提出了更高的要求，急诊安全管理模式以其显著的优越性开始在临床护理中广泛应用。在对临床护理服务水平进行评价时，护理安全是非常重要的指标之一，同时也是现阶段临床护理管理中的研究重点。在医院各个部门中急诊科具有自身的特殊性.在急诊科的整个抢救过程中都存在护理安全隐患。所以就需要加强急诊科护理操作中的安全管理[2-3]。为了探讨该模对急诊护理质量产生的影响，我院采取自身对照方式，对2013年1月～2016年6月期间200例患者进行了随机临床对照研究，现报道如下。……