优化护理咨询对特需门诊工作量、服务质量及患者满意度的影响  

The influence of optimizing Nursing Consultation on the Workload,Service Quality and Patient Satisfaction of special Need Clinic

作　　者：王怀艳 禹菲菲 WANG Huaiyan;YU Feifei(International Medical Center,Henan Provincial People's Hospital,Key Laboratory of nursing medicine of Henan Province,People's Hospital of Zhengzhou University,Zhengzhou Henan 471000,China)

机构地区：[1]河南省人民医院国际医疗中心,河南省护理医学重点实验室,郑州大学人民医院,河南郑州450000

出　　处：《临床研究》2022年第9期177-180,共4页Clinical Research

摘　　要：目的分析优化护理咨询应用于特需门诊对工作量、服务质量和患者满意度的影响。方法选取河南省人民医院2020年3月至2021年12月特需门诊部就诊的68例患者为研究对象,依据随机数字表法分成对照组(依据常规提供护理服务)、观察组(在对照组基础上加以优化护理咨询)各34例,统计并比较两组预约例数、复诊例数、候诊时间和咨询指导时间等工作量指标;患者满意度;患者对咨询知识的知晓度以及家属主动参加支持等咨询服务质量指标。结果观察组的预约以及复诊比例(70.59%、64.71%)均高于对照组(23.53%、35.29%),差异有统计学意义(P<0.05),候诊时间(0.54±0.12)h短于对照组(1.35±0.40)h,差异有统计学意义(P<0.05),咨询指导时间(0.36±0.10)h长于对照组(0.15±0.04)h,差异有统计学意义(P<0.05);观察组的满意度(97.06%)高于对照组(76.47%),差异有统计学意义(P<0.05)。观察组对咨询知识的知晓度(94.12%)高于对照组(74.71%),差异有统计学意义(P<0.05)。观察组家属经常主动参加支持比例(76.47%)高于对照组(47.06%),差异有统计学意义(P<0.05),家属从不主动参加支持比例(5.88%)低于对照组(32.35%),差异有统计学意义(P<0.05),两组家属偶尔主动参加支持比例相比,差异无统计学意义(P>0.05)。结论优化护理咨询应用于特需门诊能将有效提升预约和复诊比例,缩短患者的候诊时间,延长其咨询指导时间,减轻专家的接诊压力,并能提升患者的满意度和对咨询知识的知晓度,得到家属积极配合。Objective To analyze the influence of optimized nursing consultation applied in special need clinic on workload,service quality and patient satisfaction.Methods A total of 68 patients in the special need clinic of Henan Provincial People’s Hospital from March 2020 to December 2021 were selected as the study subjects.According to the random number table method,they were divided into the control group(Providing nursing services according to the routine)and the observation group(optimizing nursing consultation based on the control group)with 34 cases each.The workload indicators such as the number of reserved cases,the number of follow-up cases,the waiting time and the consultation guidance time were counted and compared between the two groups;Patient satisfaction;Patients’awareness of counseling knowledge and family members’active participation in support and other counseling service quality indicators were compared.Results The proportion of appointment and follow-up in the observation group was 70.59%and 64.71%,which were higher than that in the control group(23.53%and 35.29%,respectively),the difference was statistically significant(P<0.05),the waiting time was(0.54±0.12)h shorter than that in the control group(1.35±0.40)h,and the difference was statistically significant(P<0.05).The consultation and guidance time was(0.36±0.10)h longer than that in the control group(0.15±0.04)h,and the difference was statistically significant(P<0.05);The satisfaction of the observation group was 97.06%higher than that of the control group(76.47%)(P<0.05).The awareness of consulting knowledge in the observation group was 94.12%higher than that in the control group(74.71%)(P<0.05).The proportion of family members in the observation group who regularly participated in support was 76.47%,which was higher than that in the control group(47.06%),the difference was statistically significant(P<0.05).The proportion of family members who never participated in support was 5.88%,which was lower than that in the control group(32.35%)

关 键 词：优化护理咨询 特需门诊 患者满意度 服务质量 

分 类 号：R471[医药卫生—护理学]