沟通服务岗在心内科的实践及效果评价  

Practice and effectiveness evaluation of communication service post in cardiology department

作　　者：李华英[1] 王小玲[1] 温书敏[1] 

机构地区：[1]内江市第一人民医院内科,四川内江641000

出　　处：《护理学杂志》2015年第1期15-17,共3页

摘　　要：目的探讨提高心内科病房护理服务质量的方法。方法在心内科病区设置沟通服务岗,选取5名护士轮流上岗,加强患者入院、出院、出院后的服务和沟通咨询;深入病房倾听患者陈述,解答患者疑问;收集患者对医疗护理工作的满意情况,改进工作流程。1年后评价实施效果。结果实施沟通服务岗后,患者满意度由91.24%上升至97.19%,护理管理质量评分由(89.25±2.75)分上升至(94.45±1.85)分,实施前后比较,差异有统计学意义(均P<0.01)。医疗纠纷和投诉2012年4起,2013年未发生。结论病区设立沟通服务岗有利于主动发现问题,及时解决问题,提升护理服务品质。Objective To explore the way to improve nursing quality in cardiology department. Methods Five nurses were selected to work on the newly-set communication service post in the cardiology department. Their duties covered providing consultation services for patients at admission, discharge and after discharge, listening to patients＇ complaints and answering their questions, as well as collecting information about patients＇ satisfaction of care, so as to improve the working process. One year later, the effects were evaluated. Results After implementation of the post, patient satisfaction rate increased from 91. 24% to 97. 19% , and the score of nursing management quality increased from （89.25± 2.75） to （94.45 ±1.85）, with the differences both of statistical significance （P〈0.05,P〈0.01）. The number of nursing complaints and disputes was reduced from 4 of 2012 to 0 of 2013. Conclusion Establishing communication service post in cardiology department can help nurses to identify problems proactively and solve problems timely. Therefore, nursing quality in improved.

关 键 词：心内科 沟通服务岗 患者满意度 护理管理 

分 类 号：R47[医药卫生—护理学] C931.3[医药卫生—临床医学]