护患沟通技巧在成人输液室中的应用  

Application of nurse-patient communication skills in adult infusion room

作　　者：周薇[1] 严波[1] Zhou Wei;Yan Bo(Emergency Adult Infusion Room,the People's Hospital of Wuxi City,Jiangsu Wuxi 214000)

机构地区：[1]无锡市人民医院急诊成人输液室,江苏无锡214000

出　　处：《中国社区医师》2021年第32期148-149,共2页Chinese Community Doctors

摘　　要：目的:分析成人输液室护理工作中灵活运用护患沟通技巧对提高患者满意度及减少护患纠纷的效果及价值。方法:选取2020年11月-2021年2月成人输液室接受输液治疗的患者389例,均在护理过程中灵活运用护患沟通技巧。征求患者配合,对此次护理前后满意度进行评估,统计护患纠纷的发生率。结果:运用护患沟通技巧后,患者对环境满意度评分、护理人员着装满意度评分、服务态度满意度评分、操作技能满意度评分及应变能力满意度评分均明显高于护理前,差异有统计学意义(P<0.05)。此次护理工作中仅出现护患纠纷5例,发生率为1.29%。结论:成人输液室护理工作灵活运用护患沟通技巧,能够有效提高护理满意度,减少护患纠纷,为患者提供更优质的护理服务。Objective:To analyze the effect and value of flexible use of nurse-patient communication skills in the nursing work of adult infusion rooms to improve patient satisfaction and reduce nurse-patient disputes.Methods:From November 2020 to February 2021,389 patients who received infusion therapy in the adult infusion room were selected,and they all used nurse-patient communication skills flexibly during the nursing process.We asked for the cooperation of patients,evaluated the satisfaction before and after the nursing,and counted the incidence of nurse-patient disputes..Results:After using the nurse-patient communication skills,the patient's environmental satisfaction score,nursing staff clothing satisfaction score,service attitude satisfaction score,operating skills satisfaction score and resilience satisfaction score were significantly higher than those before nursing,the differences were statistically significant(P<0.05).Only 5 cases of nurse-patient disputes occurred in this nursing work,with an incidence rate of 1.29%.Conclusion:The flexible use of nurse-patient communication skills in adult infusion room nursing work can effectively improve nursing satisfaction,reduce nurse-patient disputes,and provide patients with better nursing services.

关 键 词：护患沟通技巧 成人输液室 应用 满意度 护患纠纷 

分 类 号：R47[医药卫生—护理学]