护患沟通制度在提高泌尿外科护理质量中的作用分析  

Analysis on the function of nurse-patient communication system in improving the quality of nursing in the department of urology

作　　者：陈丹女 郑俊 王福斌[2] 应瑛[2] 

机构地区：[1]宁波市鄞州人民医院泌尿外科,浙江宁波315040 [2]宁波市第六医院护理部,浙江宁波315040

出　　处：《中国现代医生》2018年第6期149-152,共4页China Modern Doctor

基　　金：浙江省医药卫生科技计划项目(2014KYB242)

摘　　要：目的探讨泌尿外科加强与患者建立护患沟通制度在提高护理质量和患者满意度方面的作用。方法选择2015年1月~2016年12月间入住我院泌尿外科的患者作为研究对象,其中2015年1~12月间随机抽查的100例患者作为对照组,2016年1~12月间随机抽查的90例患者作为观察组。对照组常规护理,观察组在原对照组的基础实施护患沟通制度,沟通的内容包括护理心理、伦理、多元文化建设、法律法规相关知识培训等,然后对实行护患沟通制度前后两年内本病区内护理满意度、投诉情况、护理并发症、护理缺陷、分别进行统计分析比较。结果建立有效地护患沟通制度后观察组患者对护理工作满意度明显优于对照组(χ~2=8.57,P<0.01);观察组患者表扬明显高于对照组,投诉明显低于对照组(χ~2=4.52,P<0.05);患者护理并发症、护理缺陷的发生率均明显下降(χ~2=4.61,P<0.05)。结论对泌尿外科患者采取有效沟通干预,可以明显提高患者对护理工作的满意度,降低护理缺陷率、护理并发症和护理投诉率,进而使临床护理质量进一步提高,值得推广。Objective To investigate the role of strengthening the establishment of nurse-patient communication system with patients in improving nursing quality and patient satisfaction in the Department of Urology. Methods The patients admitted in the Department of Urology from January 2015 to December 2016 were selected as the study subjects. Among them 100 patients randomly selected from January to December 2015 were as the control group, and 90 patients randomly selected from January to December 2016 were as the observation group. The control group received routine nursing. The observation group implemented the system of nurse-patient communication based on the treatment of the control group. The communication consisted of nurse-patient psychology, ethics, multicuhuralism, laws and regulations knowledge training, etc. Then the nursing satisfaction, complaints, nursing complications and nursing defects within two years before and after the implementation of nurse-patient communication system were statistically analyzed and com- pared. Results After the establishment of effective communication system, the satisfaction of nursing work in the obser- vation group was obviously better than that of control group（x2=8.57, P〈O.01）. The praise of the observation group was significantly higher than that in the control group, the incidence of complaints was significantly lower than that of the control group （X2=4.52,P〈0.05）.The incidence of nursing complications and nursing defects in patients was signifi- cantly decreased（X2=4.61, P〈O.05）. Conclusion Effective communication intervention for patients in the Department of Urology can significantly improve patient satisfaction with nursing work, reduce the rate of nursing defects, nursing complications and the rate of nursing complaints, thus further improving the quality of clinical nursing, which is worth promoting.

关 键 词：护理 沟通 调查 质量 

分 类 号：R473.6[医药卫生—护理学]