Hospital Service Quality Management and Reference Nurse Responsibilities
Conclusion: Factors for Quality Service Administration
We believe that this work on the administration of services performed at Hospital Son Espases has helped us identify the crucial factors for effective task management, achieving high quality and efficiency. This requires strong leadership combined with staff committed to meeting established goals. Teamwork is essential, as is monitoring all situations that might hinder the smooth operation of the unit. Addressing problems quickly prevents major issues from arising.
Among the classical theories—such as those carried out by the Japanese Toyota model and participatory democratic leadership targeting the “Five Zeros” (which encourages staff creativity)—we find the latter most reliable for achieving quality care. From our point of view, many aspects of this theory coincide with the work being done in the NICU, such as decision-making based on consensus and collaboration. Active participation is encouraged throughout the process, ensuring that every worker shares the company’s values. Most importantly, this approach takes human needs into account, which is one of the most vital parts of our work.
Specific Intervention and Role of the Reference Nurse
The reference nurse plays a critical role in ensuring comprehensive patient care from admission to discharge.
Admission and Initial Assessment Duties
The reference nurse must:
- Introduce themselves to the patient and/or family as the reference nurse and explain their role.
- Verify the admission process is complete, checking if the patient received the center’s information brochure and the satisfaction survey regarding service quality.
- Assess the level of information the patient and family have about the center and the unit, and answer all questions that may arise.
- Review the nursing assessment upon admission, the interdisciplinary assessment, pressure ulcer (PU) risk, and initial care management. Supplement these records if necessary.
- Check prescriptions or indications provided by other professionals.
Developing the Care Plan
The care plan setting involves:
- Establishing priorities for patient and family problems.
- Defining achievable objectives and timelines.
- Determining which nursing activities, patient actions, and family involvement will help achieve these objectives.
- Managing information flow and patient/family education.
Ongoing Care Management and Coordination
The nurse must:
- Record the plan, incorporating physician-prescribed activities and monitoring signs and symptoms to detect any possible complications.
- Identify intervention needs from other professionals and manage the necessary resources.
- Coordinate the involvement of the different professional teams involved in the process, distributing tasks throughout the day and avoiding duplication or omissions.
- Assess the achievement of objectives to maintain and update the care plan and scales, modifying them when necessary.
- Actively participate in the weekly team meeting, incorporating the interdisciplinary treatment plan.
- Strive always to maintain the order and correctness of the patient’s history documentation.
- Collaborate with the reference auxiliary to boost the Plan for the Care of Small Details.
Discharge Planning and Continuity of Care
The nurse must:
- Prepare the patient’s discharge in conjunction with other professionals.
- Develop the continuity of care report (this report, along with the medical history, will be ready 24–48 hours prior to discharge; the school nurse will complete and process necessary documentation if the patient is absent that day).
- If necessary, contact the primary care team to ensure seamless continuity of care.