A method for quality control of accompanying service

Abstract

The present invention discloses a method for quality control of accompanying services, and relates to the technical field of service quality control. The present invention comprises the following steps: A. Service personnel training and qualification review: Establishing a standardized training system: Formulating accompanying personnel training courses, covering basic nursing knowledge, communication skills, and professional ethics; Strict qualification review process: requiring them to provide relevant educational background certificates and work experience records. The present invention can significantly improve the quality of nursing, reduce nursing errors and adverse events, and improve patient satisfaction and the overall management level of the company through the proposed three-level quality control system for nursing services. The three-level quality control system for nursing services is a scientific and effective nursing quality management method. By clarifying the quality control responsibilities at all levels, refining the quality control content, optimizing the quality control methods, strengthening information support and training improvement, etc., it realizes comprehensive, full-process, and full-staff control of nursing quality, and provides a strong guarantee for the company's nursing quality management.

Description

Technical Field

[0001] The present invention relates to the technical field of service quality control, and in particular to a method for controlling the quality of accompanying services. Background Art

[0002] In nursing business, the quality control system is a common nursing quality management model. It consists of multiple levels and aims to ensure the quality and safety of nursing services through layer-by-layer monitoring and evaluation. The existing nursing business quality control system is usually composed within the hospital, including the nursing department, departmental nursing quality control team and clinical front-line nurses.

[0003] The existing nursing business quality control system is usually composed within the hospital, including the nursing department, departmental nursing quality control team and clinical front-line nurses. In order to improve the quality of nursing, the existing nursing business quality control system needs to be improved and upgraded in terms of standardization, quality control intensity, information feedback mechanism, personnel training, continuous improvement mechanism and degree of informatization.

[0004] To this end, we provide a method for quality control of accompanying services to solve the above problems. Summary of the invention

[0005] The purpose of the present invention is to provide a method for quality control of accompanying services, which solves the problems of low efficiency, untimely information and inaccurate analysis in the quality control methods in the prior art by improving the three-level quality control content.

[0006] In order to solve the above technical problems, the present invention is achieved through the following technical solutions:

[0007] The present invention is a method for controlling the quality of accompanying services, comprising the following steps:

[0008] A. Service personnel training and qualification review:

[0009] Establish a standardized training system: formulate training courses for accompanying personnel, covering basic nursing knowledge, communication skills, and professional ethics;

[0010] Strict qualification review process: requiring them to provide relevant education background certificates and work experience records, cooperating with relevant professional certification agencies, and issuing unified escort service qualification certificates to those who have passed the training;

[0011] B. Service process standardization:

[0012] Develop a detailed service process manual: Prepare a detailed service process manual for different types of accompanying services, with each process clearly specifying the operating steps, time nodes and quality standards;

[0013] Supervision and reminders during the service process: Use mobile terminal devices to develop an accompanying service supervision APP. During the service process, the accompanying personnel perform operations according to the process manual and check in on the APP;

[0014] C. Quality Assessment:

[0015] Establish a multi-dimensional quality assessment system that includes evaluation by the care recipient, medical staff, family members, and internal supervision;

[0016] D. Three-level quality control system:

[0017] Level 3 quality control: responsible for specific nursing work, conducting self-inspection and mutual inspection according to nursing quality standards, timely discovering and correcting problems, and actively participating in quality improvement activities;

[0018] Secondary quality control: composed of service department supervisors and other relevant personnel, responsible for the management and monitoring of nursing quality, regularly organizing quality inspections and evaluations, and rectifying and tracking existing problems;

[0019] Level 1 quality control: responsible for the management and monitoring of the nursing quality of the entire company, formulating and revising nursing quality standards, regularly organizing quality inspections and evaluations, and rectifying and tracking existing problems;

[0020] E. Safeguard measures:

[0021] Personnel support: Establish a dedicated quality control team, including nursing experts, information engineers, etc. Nursing experts are responsible for guiding the implementation of quality control work and the formulation of quality standards, and information engineers are responsible for system maintenance and upgrades;

[0022] Technical support: Establish system backup and recovery mechanisms to prevent data loss, and regularly conduct security checks and vulnerability repairs on the system;

[0023] Institutional guarantee: Formulate a complete three-level quality control management system for nursing services, clarify the responsibilities, rights and work processes of personnel at all levels in quality control work, establish a performance appraisal mechanism, link the nursing quality evaluation results with the salary and promotion of nursing staff, and encourage nursing staff to actively participate in quality control work.

[0024] The present invention is further configured such that in the three-level quality control in step D, the accompanying personnel conduct self-inspection of their own work according to the service process manual and training content during each service process.

[0025] The present invention is further configured that the secondary quality control in step D is divided into groups according to service areas or service types, and each group elects an experienced and excellent service quality accompanying staff as a group leader, who is responsible for daily supervision of the service quality of the group members.

[0026] The present invention is further configured as follows: for the first-level quality control in step D, the management establishes a comprehensive quality monitoring system, integrates information from front-line caregivers, team leaders, persons being cared for, medical staff and family members, regularly conducts in-depth analysis of service quality data, compares quality assessment results of different groups, different service areas and different time periods, finds out the overall trend and potential problems of service quality, and according to the analysis results, the management formulates macro-quality improvement strategies and plans, including adjusting training content, optimizing service processes, and improving the evaluation system.

[0027] The present invention is further configured such that, for the quality evaluation in step C, a striking evaluation portal is provided on the mobile terminal device of the accompanied person, so that the accompanied person is reminded to make an evaluation after each service or at a fixed time every week.

[0028] The present invention is further configured such that the quality assessment in step C collects new evaluation data every day through a big data analysis platform, performs data analysis once a week, and analyzes the scores of different evaluation dimensions and the evaluation distribution of each service link.

[0029] The present invention is further configured that, during the supervision and reminder of the service process in step B, the backend management personnel regularly checks the service data on the APP every day, and communicates with the accompanying personnel in a timely manner to understand the reasons for abnormal situations such as service delays or failure to punch in.

[0030] The present invention is further configured that the safeguard measures in step E are to enhance the nursing staff's attention to and execution ability of quality control work by strengthening the quality awareness education of the nursing staff, regularly conducting quality training and case analysis meetings.

[0031] The present invention is further configured such that, in the safeguard measures in step E, the system sets thresholds and monitoring rules for nursing quality indicators.

[0032] The present invention is further configured such that the warning information is promptly sent to relevant nursing staff and managers via SMS or APP push.

[0033] The present invention has the following beneficial effects:

[0034] 1. The three-level quality control system for nursing services proposed in the present invention can significantly improve nursing quality, reduce nursing errors and adverse events, and enhance patient satisfaction and the company's overall management level. The three-level quality control system for nursing services is a scientific and effective nursing quality management method. By clarifying the quality control responsibilities at all levels, refining the quality control content, optimizing the quality control methods, strengthening information support and training improvement, etc., it achieves comprehensive, full-process, and full-staff control of nursing quality, providing a strong guarantee for the company's nursing quality management.

[0035] 2. The present invention improves the quality management awareness and ability of quality control personnel at all levels by establishing a complete training and education system, including pre-job training, on-the-job training, special training, etc., and uses information technology to establish a nursing quality control information platform to realize real-time collection, analysis and feedback of quality control data, improve quality control efficiency and accuracy, and significantly improve nursing quality. Through a systematic quality control process, it ensures that each nursing service can meet high standards, reduce the occurrence of nursing errors and adverse events, and enhance patient safety. The three-level quality control system can timely discover and correct potential risks in the nursing process, protect the life safety and physical health of patients, and improve patient satisfaction. By improving nursing quality and strengthening patient communication, it can significantly improve patients' medical experience and satisfaction, optimize nursing resource allocation, and use information technology to realize real-time collection and analysis of quality control data, which helps hospitals to allocate nursing resources more reasonably, improve work efficiency, and promote the growth of the nursing team. The complete training and education system can enhance the professionalism and quality management awareness of nursing staff and promote the growth and progress of the entire nursing team. BRIEF DESCRIPTION OF THE DRAWINGS

[0036] In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings required for describing the embodiments are briefly introduced below.

[0037] Figure 1 It is a flow chart of a method for quality control of escort services;

[0038] Figure 2 This is a diagram of the composition of a three-level quality control system in a method for quality control of accompanying services; DETAILED DESCRIPTION

[0039] The technical solutions in the embodiments of the present invention will be described below in conjunction with the drawings in the embodiments of the present invention. The described embodiments are only part of the embodiments of the present invention, rather than all the embodiments. Specific embodiment 1

[0041] See also Figure 1-Figure 2 The present invention is a method for controlling the quality of accompanying services, comprising the following steps:

[0042] A. Service personnel training and qualification review:

[0043] Establish a standardized training system: formulate training courses for accompanying personnel, covering basic nursing knowledge, communication skills, and professional ethics;

[0044] Strict qualification review process: requiring them to provide relevant education background certificates and work experience records, cooperating with relevant professional certification agencies, and issuing unified escort service qualification certificates to those who have passed the training;

[0045] B. Service process standardization:

[0046] Develop a detailed service process manual: Prepare a detailed service process manual for different types of accompanying services, with each process clearly specifying the operating steps, time nodes and quality standards;

[0047] Supervision and reminders during the service process: Use mobile terminal devices to develop an accompanying service supervision APP. During the service process, the accompanying personnel perform operations according to the process manual and check in on the APP;

[0048] C. Quality Assessment:

[0049] Establish a multi-dimensional quality assessment system that includes evaluation by the care recipient, medical staff, family members, and internal supervision;

[0050] D. Three-level quality control system:

[0051] Level 3 quality control: responsible for specific nursing work, conducting self-inspection and mutual inspection according to nursing quality standards, timely discovering and correcting problems, and actively participating in quality improvement activities;

[0052] Secondary quality control: composed of service department supervisors and other relevant personnel, responsible for the management and monitoring of nursing quality, regularly organizing quality inspections and evaluations, and rectifying and tracking existing problems;

[0053] Level 1 quality control: responsible for the management and monitoring of the nursing quality of the entire company, formulating and revising nursing quality standards, regularly organizing quality inspections and evaluations, and rectifying and tracking existing problems;

[0054] E. Safeguard measures:

[0055] Personnel support: A dedicated quality control team is established, including nursing experts, information engineers, etc. Nursing experts are responsible for guiding the implementation of quality control work and the formulation of quality standards, and information engineers are responsible for system maintenance and upgrades to ensure stable system operation and data security;

[0056] Technical support: Establish system backup and recovery mechanisms to prevent data loss, regularly conduct security checks and vulnerability repairs on the system, ensure system network security, and prevent patient information leakage;

[0057] System guarantee: formulate a complete three-level quality control management system for nursing services, clarify the responsibilities, rights and work processes of personnel at all levels in quality control work, establish a performance appraisal mechanism, link nursing quality evaluation results with nursing staff's salary and promotion, and encourage nursing staff to actively participate in quality control work. Specific embodiment 2

[0059] See also Figure 1-Figure 2On the basis of the specific embodiment 1, in the third-level quality control in step D, the accompanying personnel conduct self-inspection of their own work according to the service process manual and training content during each service process. For example, after completing each nursing operation, check whether the operation complies with the standard process, such as checking whether the drug name, dosage and time of taking the medicine are correct when assisting the patient to take the medicine. In the second-level quality control in step D, the groups are divided according to the service area or service type. Each group elects an experienced and excellent service quality accompanying personnel as the team leader. The team leader is responsible for daily supervision of the service quality of the members in the group. For any problems found, the team leader communicates with the team members in a timely manner and guides them. Make improvements. For common problems or problems that are difficult for team members to solve, the team leader reports to the management and assists in developing solutions. For the first-level quality control in step D, the management establishes a comprehensive quality monitoring system, integrating information from front-line caregivers, team leaders, people being cared for, medical staff and family members, and regularly conducts in-depth analysis of service quality data, comparing quality assessment results of different groups, different service areas and different time periods, and identifying the overall trends and potential problems of service quality. Based on the analysis results, the management formulates macro-quality improvement strategies and plans, including adjusting training content, optimizing service processes, and improving the evaluation system. Specific embodiment three

[0061] See also Figure 1-Figure 2 On the basis of the specific embodiment 1, for the quality assessment in step C, a striking evaluation portal is set on the mobile terminal device of the person being accompanied, and the person being accompanied is reminded to make an evaluation after each service or at a fixed time every week. For the quality assessment in step C, new evaluation data is collected every day through the big data analysis platform, and data analysis is performed once a week to analyze the scores of different evaluation dimensions and the evaluation distribution of each service link. For the accompanying staff whose comprehensive evaluation is lower than a certain score for two consecutive weeks, retraining or job adjustment is arranged, and the improvement situation is announced internally to promote all accompanying staff to improve the service quality. For the supervision and reminder during the service process in step B, the back-end management personnel regularly check the service data on the APP every day, and communicate with the accompanying staff in time to understand the reasons for abnormal situations such as service delays or failure to punch in. If it is found that the operation of the accompanying staff does not comply with the provisions of the process manual, such as assisting the patient to take the wrong dosage or time of medication, it is corrected and recorded in time as one of the basis for quality assessment. Specific embodiment 4

[0063] See also Figure 1-Figure 2On the basis of the specific embodiment 1, the safeguard measures in step E, by strengthening the quality awareness education of nursing staff, regularly conducting quality training and case analysis meetings, improve the nursing staff's attention to quality control work and execution ability, the safeguard measures in step E, the system sets the threshold and monitoring rules of nursing quality indicators, for example, when the incidence of a certain type of nursing adverse events exceeds the set value, the continuous evaluation of a nursing operation is lower than a certain score, or the patient's vital signs fluctuate abnormally, the system automatically triggers the early warning mechanism, and the early warning information is sent to relevant nursing staff and managers in a timely manner through SMS and APP push. For example, when the patient's body temperature is too high and lasts for a long time, which may cause infection risks, the responsible nurse and the head nurse can receive the early warning in the first time so that timely measures can be taken.

[0064] The preferred embodiments of the present invention disclosed above are only used to help explain the present invention. The preferred embodiments do not describe all the details in detail, nor do they limit the invention to specific implementation methods. This specification selects and specifically describes these embodiments in order to better explain the principles and practical applications of the present invention, so that technicians in the relevant technical field can better understand and utilize the present invention.

Claims

1. A method for controlling the quality of accompanying services, characterized in that: The following steps are involved: A. Service personnel training and qualification review: Establish a standardized training system: formulate training courses for accompanying personnel, covering basic nursing knowledge, communication skills, and professional ethics; Strict qualification review process: requiring them to provide relevant education background certificates and work experience records, cooperating with relevant professional certification agencies, and issuing unified escort service qualification certificates to those who have passed the training; B. Service process standardization: Develop a detailed service process manual: Prepare a detailed service process manual for different types of accompanying services, with each process clearly specifying the operating steps, time nodes and quality standards; Supervision and reminders during the service process: Use mobile terminal devices to develop an accompanying service supervision APP. During the service process, the accompanying personnel perform operations according to the process manual and check in on the APP; C. Quality Assessment: Establish a multi-dimensional quality assessment system including evaluation by the care recipient, medical staff, family members and internal supervision; D. Three-level quality control system: Level 3 quality control: responsible for specific nursing work, conducting self-inspection and mutual inspection according to nursing quality standards, timely discovering and correcting problems, and actively participating in quality improvement activities; Secondary quality control: composed of service department supervisors and other relevant personnel, responsible for the management and monitoring of nursing quality, regularly organizing quality inspections and evaluations, and rectifying and tracking existing problems; Level 1 quality control: responsible for the management and monitoring of the nursing quality of the entire company, formulating and revising nursing quality standards, regularly organizing quality inspections and evaluations, and rectifying and tracking existing problems; E. Safeguard measures: Personnel support: Establish a dedicated quality control team, including nursing experts, information engineers, etc. Nursing experts are responsible for guiding the implementation of quality control work and the formulation of quality standards, and information engineers are responsible for system maintenance and upgrades; Technical support: Establish system backup and recovery mechanisms to prevent data loss, and regularly conduct security checks and vulnerability repairs on the system; Institutional guarantee: Formulate a complete three-level quality control management system for nursing services, clarify the responsibilities, rights and work processes of personnel at all levels in quality control work, establish a performance appraisal mechanism, link the nursing quality evaluation results with the salary and promotion of nursing staff, and encourage nursing staff to actively participate in quality control work.

2. A method for controlling the quality of accompanying services according to claim 1, characterized in that: In the third-level quality control in step D, the accompanying personnel conduct self-inspection of their own work according to the service process manual and training content during each service process.

3. A method for controlling the quality of accompanying services according to claim 1, characterized in that: The secondary quality control in step D is divided into groups according to the service area or service type. Each group elects an experienced and excellent service quality caregiver as the group leader, who is responsible for daily supervision of the service quality of the group members.

4. The method for controlling the quality of accompanying services according to claim 1, characterized in that: For the first-level quality control in step D, the management establishes a comprehensive quality monitoring system, integrates information from front-line caregivers, team leaders, care recipients, medical staff and family members, conducts in-depth analysis of service quality data on a regular basis, compares quality assessment results of different groups, different service areas and different time periods, identifies overall trends and potential problems in service quality, and based on the analysis results, formulates macro-quality improvement strategies and plans, including adjusting training content, optimizing service processes, and improving the evaluation system.

5. The method for controlling the quality of accompanying services according to claim 1, characterized in that: The quality assessment in step C is performed by setting a prominent evaluation portal on the mobile terminal device of the care recipient, and reminding the care recipient to make an evaluation after each service or at a fixed time every week.

6. A method for controlling the quality of accompanying services according to claim 1, characterized in that: The quality assessment in step C collects new evaluation data every day through the big data analysis platform, and conducts data analysis once a week to analyze the scores of different evaluation dimensions and the evaluation distribution of each service link.

7. A method for controlling the quality of accompanying services according to claim 1, characterized in that: The supervision and reminder during the service process in step B, the backend management personnel regularly check the service data on the APP every day.

8. A method for controlling the quality of accompanying services according to claim 1, characterized in that: The safeguard measures in step E are to enhance the nursing staff's attention to and execution capabilities of quality control work by strengthening the quality awareness education of nursing staff and conducting regular quality training and case analysis meetings.

9. A method for controlling the quality of accompanying services according to claim 1, characterized in that: The safeguard measures in step E are that the system sets the thresholds and monitoring rules for the nursing quality indicators.

10. A method for controlling the quality of accompanying services according to claim 9, characterized in that: The warning information is sent to relevant nursing staff and managers in a timely manner via SMS and APP push.

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