基于互联网医院平台的护理咨询服务模式的构建和运行  

Practice of online nursing consultation service based on hospital mobile platform

作　　者：孙琳 蒋燕 卢静 储爱琴 秦寒枝 Sun Lin;Jiang Yan;Lu Jing;Chu Aiqin;Qin Hanzhi(Department of General Surgery,The First Affiliated Hospital of University of Science and Technology of China,Hefei 230001,China)

机构地区：[1]中国科学技术大学附属第一医院/安徽省立医院普外科,安徽合肥230001

出　　处：《护理学杂志》2021年第2期8-11,共4页Journal of Nursing Science

基　　金：2020年度教育部人文社会科学研究一般项目(20YJAZH019)。

摘　　要：目的构建互联网护理咨询服务模式并验证其运行效果。方法依托医院优质资源,成立互联网护理服务团队;结合民众实际需求,制定互联网护理咨询服务具体内容和流程并运行。统计线上护理就诊人数、就诊人员满意度及护士职业获益感,评价实施效果。结果 2020年1月21日至8月2日累计接诊患者3 847例次;互联网就诊人员满意率为97.79%;互联网护理服务模式实施后,护理人员职业获益感总分及各维度得分显著提高(均P<0.01)。结论开展互联网护理咨询服务能满足各类人群的护理健康咨询需求,提高就诊人群的就医满意度,并提升护理人员的职业获益感。Objective To construct an online nursing consultation service model and to verify its practice effects.Methods Based on the hospital′s quality resources,a nursing service team was formed to provide online nursing consultation service,then the online service contents and process were formulated in combination with actual needs of the people.The number of online consultations,satisfaction of the customers,and nurses′perceived professional benefits were measured to evaluate the practice effects.Results From 21st January to 2nd August 2020,a total of 3847 patients received online nursing services,with the satisfaction rate of 97.79%.There were significant differences in total score and dimension scores of perceived professional benefits among nursing staff before and after implementing the service(P<0.01 for all).Conclusion Implementing online nursing consultation service can meet needs of different people and enhance their satisfaction,as well as promote nurses′perceived professional benefits.

关 键 词：互联网医院 互联网护理服务 护理咨询服务 健康咨询 护理指导 职业获益感 

分 类 号：R47[医药卫生—护理学] C931.6[医药卫生—临床医学]