Effect of failure mode and effect analysis on service quality for imaging department patients

Abstract

Objective To explore the effects of failure mode and effect analysis on nursing satisfaction of patients in Department of Imaging. Methods From March 2012 to February 2014, totals of 1 159 cases underwent CT examination in imaging department were selected as the control group, and received routine nursing management. From March 2014 to February 2016, totals of 1 163 patients underwent CT examination in imaging department were chosen as observation group, and received failure mode and effect analysis of nursing management based on the control group. Before and after interventions, the consistent degree of imaging auxiliary results and clinical diagnosis, medical disputes, nursing satisfaction and the crisis were compared. Results After the failure mode and effect analysis interventions, the crisis value of ten failure modes were significantly lower than that before the implementation (P<0.01) . The consistent degree of assisted imaging results and clinical diagnosis in the observation group were 99.83%, and 98.53% in the control group, so the observation group was significantly higher than the control group (P<0.01) ; the incidence of medical disputes was 0.26% in the observation group and 1.81% in the control group, and the observation group were significantly lower than that of the control group (P<0.01) . The satisfactions to health education, service attitude, environmental management, communication and care and job ability in the observation group were higher than those in the control group, and the differences were statistically significant (P<0.01) . Conclusions After failure mode and effect analysis of intervention is implemented in radiology department patients, failure modes′ crisis value is decreased, auxiliary results of image with the clinical diagnosis is improved, the incidence of medical disputes is induced, and the satisfaction degree of patients is improved. Key words: Nursing care; Service quality; Imaging department; Satisfaction; Failure mode and effect analysis