优质护理服务对内科门诊患者的影响  

Effects of high quality nursing service on outpatients in internal medicine department

作　　者：何凯仪 苏洁雯 叶城燕 He Kaiyi;Su Jiewen;Ye Chengyan(Shawan of Panyu District people＇s Hospital,Guangzhou,511483,China;Memorial Hospital of He Xian,Guangzhou,511400,China)

机构地区：[1]广东省广州市番禺区沙湾人民医院,广州511483 [2]广东省广州市番禺区何贤纪念医院,广州511400

出　　处：《当代护士（中旬刊）》2018年第10期71-74,共4页Modern Nurse

摘　　要：目的探讨优质护理服务对内科门诊患者焦虑心理、就诊等候时间及护理满意度的影响。方法选取本院收治的128例内科门诊患者作为研究对象,按照随机数字表法分为观察组与对照组,每组各64例,对照组患者给予常规内科护理干预,观察组患者在对照组基础上同时给予优质护理服务。比较2组患者在护理后的焦虑评分(SAS)、就诊等候时间及护理满意度。结果护理前,2组患者的SAS评分比较无统计学意义(P> 0. 05);护理后,2组患者的SAS评分均明显低于护理前,对比存在明显差异(P <0. 05);护理后,观察组的SAS评分均明显低于对照组,对比存在显著差异(P <0. 05)。护理后,观察组的挂号等候时间、缴费取药等候时间、检查等候时间均明显低于对照组,2组对比存在明显差异(P <0. 05)。护理后,观察组护理满意度明显高于对照组,对比存在明显差异(P <0. 05)。结论对内科门诊患者实施优质护理服务,可以有效增强护理人员主动服务的意识,降低患者就诊等候时间,改善患者焦虑、烦躁的不良情绪,提高就诊有效率,从而提高护理满意度。Objective To explore the effect of high quality nursing service on anxiety, waiting time and nursing satisfaction of outpatients in internal medicine department. Methods We selected 128 cases of medical outpatients in our hospital, and they were divided into observation group and control group by random number table, 64 cases in each group. The control group was given routine medical nursing intervention, while the observation group was given high quality nursing service on the basis of the control group. After intervention, the psychological status, waiting time and nursing satisfaction of the two groups were compared. Results Before intervention, there was no significant difference in SAS scores between the two groups （ P 〉 0. 05 ） ; After intervention, the two group of patients with SAS scores were significantly lower than that of before intervention, and the observation group of patients with SAS scores and the waiting time of registration, drug taking and patients in the observation group were significantly lower than that in the control group （ P 〈 0.05 ）. Besides, the nursing satisfaction of the observation group was significantly higher than that of the control group （P 〈 0.05 ）. Conclusion By giving high quality nursing service for outpatients, nursing staff can effectively enhance the sense of active service, reduce patients ＇ waiting time, symptoms of anxiety and irritability had mood, improve the treatment efficiency and nursing satisfaction.

关 键 词：优质护理服务 内科门诊 焦虑 就诊等候时间 护理满意度 

分 类 号：R473.5[医药卫生—护理学]