共情培训对门诊分诊护士共情水平及患者满意度的影响  

Effect of empathy training on the empathy level and patient satisfaction of triage nurses in outpatient services

作　　者：张惠彬 罗锦云 ZHANG Hui-bin;LUO Jin-yun(Disinfection Supply Distribution Center,Bao′an Central Hospital of Shenzhen,the Fifth Affiliated Hospital of Shenzhen University,Guangdong Province,Shenzhen518102,China;Department of Nursing,Bao′an Central Hospital of Shenzhen,the Fifth Affiliated Hospital of Shenzhen University,Guangdong Province,Shenzhen518102,China)

机构地区：[1]深圳市宝安区中心医院(深圳大学第五附属医院)消毒供应配送中心,广东深圳518102 [2]深圳市宝安区中心医院(深圳大学第五附属医院)护理部,广东深圳518102

出　　处：《中国当代医药》2020年第31期197-199,204,共4页China Modern Medicine

摘　　要：目的探讨共情培训对门诊分诊护士的共情水平及患者满意度的影响。方法选取深圳市宝安区中心医院2019年10~12月56名门诊分诊护士为研究对象,进行共情能力评分基线横断面调查后,予以3个月共情培训干预,干预后评估其共情水平;并对干预前后所有有效提交调查问卷的患者对门诊分诊护士满意度及投诉率进行比较。结果共情培训干预3个月后门诊分诊护士共情能力总分、患者对门诊护士满意度均高于干预前,总投诉率低于干预前,差异有统计学意义(P<0.05)。结论共情培训可以提高门诊分诊护士的共情水平及患者对门诊分诊护士的满意度,减少因服务因素引发的投诉。Objective To investigate the effect of empathy training on the empathy level and patient satisfaction of triage nurses in outpatient services.Methods From October to December in 2019,56 triage nurses in outpatient services in Bao′an Central Hospital of Shenzhen were selected.Three months of empathy training intervention was conducted,and the triage nurses′empathy levels were assessed after interventional measures.Patient satisfaction and complaint rate of the triage nurses before and after the interventions were compared among all the patients who had effectively submitted the questionnaires.Results The total scores of empathy ability of outpatient triage nurses and patients′satisfaction with outpatient nurses after intervention were higher than those before the interventions,and the total number of complaints was lower than that before the intervention,with statistically significant differences(P<0.05).Conclusion Empathy training can improve the empathy level of the triage nurses in outpatient services and patient satisfaction as a result,therefore reducing the number of complaints caused by service factors.

关 键 词：共情 护理管理 门诊 分诊护士 患者满意度 

分 类 号：R473[医药卫生—护理学]