Application of the management by wandering around model in the management of outpatient service

Abstract

Objective To explore the application of the management by wandering around (MB-WA) model in the management of outpatient service, listen to the nurses and patients in the outpatient service, induct nurses to pay attention to the nursing quality, enhance the collaboration awareness of nurses, improve the quality of nursing and the satisfaction of patients. Methods The MB-WA model was implemented from January 2016. According to the clinical nursing quality control score table, nursing managers went to the clinical line, handed out the outpatient satisfaction questionnaire, found out the problems in the clinical nursing, promptly formulated and implemented measures to consolidate the quality of improvement. Results After the implementation of the MB-WA model in 2016, the scores of triage nursing quality (96.27±0.69) , nursing etiquette (98.33±1.31) , nursing operation (96.97±1.26) , management of emergency medicine instrument (99.36±0.44) , and patient satisfaction (91.11±2.56) increased when compared to the scores before the implementation in 2015[ (95.10±1.08) , (95.31±1.24) , (95.47±1.15) , (95.56±1.51) and (81.15±4.68) ]. The differences were statistically significant (P<0.05) . Conclusions The ME-WA model help the managers to directly access the clinical problems, provide timely and targeted interventions, achieve the goal of the cooperation of nurses, participate the outpatient management, increase the outpatient management quality and management level of managers, and improve the service quality. Key words: Nursing management research; Outpatient department, hospital; Management by wandering around; Nursing quality