Abstract:

Objective To investigate the effect of the quality control circle (QCC) in the stroke unit so as to develop improvement measures and standardized process of satisfaction survey in stroke patients, which ultimately improve patients' satisfaction. Methods In April 2014, QCC teams were established by the use of voluntary registration method. The team learnt relevant knowledge of QCC and carried out patient’s satisfaction survey, so as to set the baseline indicator of improvement of QCC. Plan-Do-Check-Action (PDCA) cycle method was used for understanding status quo, goal setting, analysis and the development of counter measures. The patient’s satisfaction survey was carried out again 4 months later to compare the results with baseline indicators and observe the improvement status of patient’s satisfaction by QCC. Results A total of 78 effective baseline survey questionnaires and 80 survey questionnaires after QCC were collected. After the implementation of quality control circle activities, the satisfaction of patients was obviously improved in ward, which rised from 72% to 93%. Among which, the satisfaction rate for ward cleanness and quietness were improved significantly (P =0.002, 0.006). The target yield rate of quality management circle activity was 116.6% and the progress rate was 29.1%. Stroke patient satisfaction had improved significantly through the circle part involvement in the activity. Conclusion The quality control circle on management of stroke unit has significant effects.

Key words: Quality control circle; Stroke unit; Management of ward

摘要：

目的 探讨卒中单元病房通过品管圈工具的应用，制订出提高卒中单元患者满意度的改进措施和标 准化流程，并组织实施，最终改善患者满意度。 方法 2014年4月采取自愿报名的方法成立品管圈活动小组，学习品管圈相关知识，同时对患者进行 相关满意度调查，设为品管圈改善的基线指标。运用PDCA（Plan-Do-Check-Action）循环方法，设定品管 圈活动主题、把握现状、分析原因并制订对应策略。4个月后再次进行患者满意度调查，将本次结果 与基线指标进行比较，观察品管圈活动对患者满意度的改善情况。 结果 收集有效的基线调查问卷78份；品管圈活动后调查问卷80份。发现实施品管圈活动后，患者 对病房的满意度明显提高，由实施前的72%上升为实施后的93%，其中对于病房清洁满意度、病房安 静满意度提高显著（P =0.002，0.006）。此次品管圈活动目标达成率为116.6%，进步率为29.1%，说明 活动采取措施有效，通过品管圈活动，使卒中病房的患者满意度有了显著提高。 结论 品管圈活动对卒中病房管理效果显著。

关键词: 品管圈; 卒中单元; 病房管理