探讨护理管理对提高门诊导医台护士服务质量的作用  

Discussion the Effect of Nursing Management on Improving the Service Quality of Nurses in Outpatient Medical Guidance Desk

作　　者：王婧孜 WANG Jingzi(Outpatient Department,Chifeng City Hospital,Chifeng,Inner Mongolia Autonomous Region,024000 China)

机构地区：[1]赤峰市医院门诊部,内蒙古赤峰024000

出　　处：《中国卫生产业》2022年第8期91-94,共4页China Health Industry

摘　　要：目的研究护理管理对提升门诊导医台护士服务质量方面的重要意义,为提高门诊导医台服务质量提供借鉴。方法选择2020年3月—2021年3月该院门诊导医台护理人员27名作为研究对象,按照随机数字表法分为两组,对照组14名实施常规管理,观察组13名实施护理管理。比较两组工作情况及患者对工作满意程度。结果观察组门诊导医台护士的护士形象、服务态度等评分均明显高于对照组,差异有统计学意义(P<0.05);观察组门诊导医台护士的考核结果优良率高于对照组,差异有统计学意义(P<0.05);观察组不良事件发生率低于对照组,差异有统计学意义(P<0.05);观察组患者满意度高于对照组,差异有统计学意义(P<0.05)。结论护理管理落实后,成功提高了门诊导医台护士服务质量、责任意识,提升了患者的安全性与患者满意度。Objective To study the significance of nursing management to improving the service quality of the outpatient doctor guide desk nurses,and to provide reference for improving the service quality of the outpatient doctor guide desk.Methods From March 2020 to March 2021,27 nursing staff in the outpatient guide desk of the hospital were selected as the research objects.According to the random number table method,they were divided into two groups,14 in the control group for routine management,and 13 in the observation group for nursing management.The working conditions of the two groups and the degree of job satisfaction of the patients were compared.Results The scores of nurses'image and service attitude of the outpatient medical guide desk nurses in the observation group were significantly higher than those in the control group,the difference was statistically significant(P<0.05).The excellent and good rate of the nurses at the outpatient medical guidance desk in the observation group was higher than that in the control group,the difference was statistically significant(P<0.05).The incidence of adverse events in the observation group was lower than that in the control group,the difference was statistically significant(P<0.05).The patient satisfaction of the observation group was higher than that of the control group,the difference was statistically significant(P<0.05).Conclusion After the implementation of nursing management,it has successfully improved the service quality and responsibility awareness of the outpatient medical guide desk nurses,and improved the safety and patient satisfaction of patients.

关 键 词：护理管理 门诊导医台 服务质量 考核情况 

分 类 号：R194[医药卫生—卫生事业管理]