人性化服务模式在门诊护理管理中的效果分析  

Analysis on the Effect of Humanized Service Mode in Outpatient Nursing Management

作　　者：金雪丽 刘焕[2] JIN Xueli;LIU Huan(Department of Outpatient,Xiyuan District,Taihe Hospital,Shiyan Hubei 442000,China;Department of Supply,Taihe Hospital,Shiyan Hubei 442000,China)

机构地区：[1]十堰市太和医院西苑院区门诊部,湖北十堰442000 [2]十堰市太和医院供应室,湖北十堰442000

出　　处：《中国卫生标准管理》2022年第5期191-195,共5页China Health Standard Management

摘　　要：目的 观察人性化服务模式在门诊护理管理中的应用效果。方法 选择2017年6月—2020年6月60例门诊患者作为本研究调查对象,其中对照组30例给予常规护理服务,观察组30例给予人性化服务模式。对两组干预后的不良情绪评分(SAS、SDS)、门诊工作满意度评分、护理满意度进行对比。结果 (1)不良情绪:干预前,两组SAS、SDS评分差异无统计学意义(P>0.05);干预后,观察组SAS评分(40.47±3.18)分、SDS评分(42.83±3.57)分显著低于对照组[(44.05±3.76)分、(46.75±4.21)分](t=3.981 9、3.889 7),差异有统计学意义(P <0.05)。(2)门诊工作满意度:干预后观察组门诊工作各项指标评分[技术水平(18.41±2.12)分vs.(15.73±2.27)分,门诊环境:(18.03±2.35)分vs.(15.72±3.19)分,服务态度:(18.73±2.51)分vs.(16.25±2.46)分,人员仪表:(18.02±2.37)分vs.(15.42±2.55)分,健康教育:(17.71±3.31)分vs.(15.08±2.61)分,综合管理:(18.15±2.26)分vs.(15.81±2.79)分]明显高于对照组(t=4.726 0、3.193 3、3.865 0、4.090 7、3.417 4,3.569 6),差异有统计学意义(P <0.05)。(3)观察组护理满意度96.7%显著高于对照组73.3%(χ^(2)=6.405 9),差异有统计学意义(P <0.05)。结论 人性化服务模式在门诊护理管理中的应用,有助于减轻门诊患者的不良情绪,提高其对门诊工作满意度和护理满意度,值得在门诊护理管理工作中加以推广与应用。Objective To observe the effect of humanized service model in outpatient nursing management. Methods A total of 60 outpatients from June 2017 to June 2020 were selected as the subjects of this study, 30 cases in the control group were given routine nursing service and 30 cases in the observation group were given humanized service mode. The adverse mood scores(SAS, SDS), outpatient job satisfaction scores, and nursing satisfaction were compared between the two groups after the intervention. Results(1) Negative emotions: before the intervention, there was no significant difference in the SAS and SDS scores between the two groups(P > 0.05);after the intervention, the SAS score(40.47±3.18) points and the SDS score(42.83±3.57) points of the observation group were significantly lower compared with the control group [(44.05±3.76) points,(46.75±4.21) points](t=3.981 9, 3.889 7), the difference was statistically significant(P < 0.05).(2) Outpatient work satisfaction: the scores of various indicators of outpatient work in the observation group after intervention [technical level(18.41±2.12) points vs.(15.73±2.27) points, outpatient environment:(18.03±2.35) points vs.(15.72±3.19) points points, service attitude:(18.73±2.51) points vs.(16.25±2.46) points, personnel instrumentation:(18.02±2.37) points vs.(15.42±2.55) points, health education:(17.71±3.31) points vs.(15.08±2.61) points, comprehensive management:(18.15±2.26) points vs.(15.81±2.79) points] significantly higher than the control group(t=4.726 0, 3.193 3, 3.865 0, 4.090 7, 3.417 4, 3.569 6), the difference was statistically significant(P < 0.05).(3) The nursing satisfaction of the observation group was 96.7%, which was significantly higher than that of the control group, 73.3%(χ^(2)=6.405 9), and the difference was statistically significant(P < 0.05). Conclusion The application of humanized service model in outpatient nursing management can help to reduce the bad mood of outpatients and improve their satisfaction with outpatient work and nursing, wh

关 键 词：人性化服务 门诊护理管理 不良情绪 满意度 应用效果 门诊患者 

分 类 号：R197[医药卫生—卫生事业管理]