通过使用用户满意度调查和干预措施进行绩效测量,实现持续改进CSSD管理。

Lallu Joseph, B Rabindranath, Florence Ponnie, Premila Lee
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引用次数: 0

摘要

简介:本研究的目的是通过使用用户满意度调查和干预措施的绩效测量来实现中央无菌供应部(CSSD)管理的持续改进。方法:于2012年与多学科流程改进团队进行头脑风暴会议,讨论对CSSD服务不满意的原因。编制了一份基线调查问卷,以评估对关键指标的不满程度,并确定改进的目标基准。选取病房内的主管护士作为调查对象。该报告由质量管理小组(QMC)在CSSD经理在场的情况下提交给指导委员会。为团队提供改进的解决方案和支持。在2014年、2016年、2017年、2018年和2019年进行了类似的调查,以了解实施变化的影响。结果:受访者对CSSD服务的总体满意度从2012年的54%上升到2019年的89%,差异有统计学意义(95% Cl: -0.56 ~ -0.25), p值< 0.001。结论:这项工作有助于建立一个强大的团队,并在CSSD中创造一种开放的文化。改进措施是由数据驱动的,放射科和洗衣房等其他部门也受到激励,接受理解用户感知的想法。本研究证明了内部用户满意度调查作为持续质量改进的有价值工具的有效性。这项工作毫无疑问地证明,定期监测可以提高服务质量。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and Interventions.

Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and Interventions.

Achieving Continuous Improvement in CSSD Management through Performance Measurements using User Satisfaction Surveys and Interventions.

Introduction: The objective of the study was to achieve continuous improvement in Central Sterile Supply Department (CSSD) management through performance measurements using user satisfaction surveys and interventions.

Methods: A brainstorming session was conducted with the multidisciplinary process improvement team in 2012 on the reasons for dissatisfaction with CSSD services. A baseline survey questionnaire was prepared to assess levels of dissatisfaction for key indicators and to establish target benchmarks for improvement. Charge nurses in the wards were chosen as respondents. The report was presented by the Quality Management Cell (QMC) to the steering committee in the presence of the CSSD managers. Solutions and support were offered to the team for improvement. Similar surveys were conducted in 2014, 2016, 2017, 2018, and 2019 to understand the impact of the changes implemented.

Results: The overall satisfaction of the respondents with the CSSD services increased from 54% in 2012 to 89% in 2019, which is statistically significant (95% Cl: -0.56 to -0.25) with p-value < 0.001.

Conclusion: This exercise helped to build a strong team and create a culture of openness in the CSSD. Improvement measures were data driven and other departments like Radiology and Laundry were motivated to embrace the idea of understanding their user perceptions. This study demonstrates the effectiveness of internal user satisfaction surveys as a valuable tool for continuous quality improvement. This exercise proved beyond doubt that regular monitoring improves quality of services.

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