护患沟通在门诊导诊护理中的应用效果  

Application effect of nurse-patient communication in outpatient guidance nursing

作　　者：毕晓欢 BI Xiao-huan(Outpatient,Tianjin Ninghe District Hospital,Tianjin 301500,China)

机构地区：[1]天津市宁河区医院门诊,天津301500

出　　处：《中国城乡企业卫生》2022年第12期180-182,共3页Chinese Journal of Urban and Rural Enterprise Hygiene

摘　　要：目的分析在门诊导诊护理过程中护患沟通的临床应用效果。方法选取天津市宁河区医院2019年4月—2020年4月就诊的患者440例,按照其就诊时间顺序分为观察组和对照组各220例,对照组患者的门诊导诊护理方法为常规护理,观察组患者在常规护理基础上加用护患沟通,对两组患者护患纠纷发生率与护理投诉率及候诊时间、门诊环境评分、导诊护士服务评分以及沟通技巧进行比较。结果对照组护患纠纷发生率与护理投诉率分别为1.4%(3/220)、9.5%(21/220);观察组护患纠纷发生率与护理投诉率分别为0.9%(2/220)、8.6%(19/220),差异均有统计学意义(P<0.05)。观察组患者候诊时间、门诊环境评分、导诊护士服务评分以及沟通技巧评分均优于对照组,差异均有统计学意义(P<0.05)。结论门诊就诊患者实施导诊护理过程中,护患沟通的运用减少了护患纠纷与投诉,缩短了患者的就诊时间,优化了门诊环境,提高了护理服务的质量,临床推广价值明显。Objective To analyze the clinical effect of nurse-patient communication in the process of outpatient guidance nursing.Methods A total of 440 patients in Tianjin Ninghe District Hospital from April2019 to April 2020 were selected and divided into the observation group and the control group with 220 cases in each group according to the time sequence of their visits.The outpatient guidance nursing method of the patients in the control group was routine nursing.The patients in the observation group added nurse-patient communication on the basis of routine nursing.The rate of nurse-patient disputes,the rate of nursing complaints,waiting time,outpatient environment scores,guide nurse service scores and communication skills between the two groups were compared.Results The incidence of nurse-patient disputes and nursing complaints in the control group were 1.4%(3/220)and 9.5%(21/220),respectively;the occurrence rate of nurse-patient dispute and nursing complaint rate in the observation group were 0.9%(2/220)and 8.6%(19/220),respectively,and the differences were statistically significant(P<0.05).The waiting time,outpatient environment score,guide nurse service score and communication skill score of the observation group were better than those of the control group,and the differences were statistically significant(P<0.05).Conclusion The application of nurse-patient communication in the implementation of guiding nursing for outpatients reduced nurse-patient disputes and complaints,shortened the time for patients to see a doctor,optimized the outpatient environment,improved the quality of nursing services,and had obvious clinical promotion value.

关 键 词：护患沟通 门诊导诊护理 护理投诉 候诊时间 门诊环境评分 

分 类 号：R471[医药卫生—护理学]