门诊人性化管理模式在耳鼻咽喉头颈外科的应用探讨  

Application of humanized outpatient management model in otorhinolaryngology and head and neck surgery

作　　者：杨智翔 付梅[1] 杨雪[1] Yang Zhi-xiang;Fu Mei;Yang Xue(Out-Patient Department,West China Hospital,Sichuan University,Chengdu 610041,China)

机构地区：[1]四川大学华西医院门诊部,四川成都610041

出　　处：《四川生理科学杂志》2024年第4期742-744,761,共4页Sichuan Journal of Physiological Sciences

摘　　要：目的:探讨门诊人性化优质护理服务在耳鼻咽喉头颈外科的应用,评价患者焦虑情绪、服药依从性和护理满意度。方法:回顾性分析2023年5月-2023年08月耳鼻喉科门诊复诊患者172例,按照门诊就诊的时间先后顺序编号,单号为观察组,双号为对照组,每组各86人。对照组给予常规护理服务,观察组在此基础上行人性化优质护理服务。比较两组患者在不同护理服务方式的应用效果。观察患者焦虑情绪、服药依从性和护理满意度评分情况。结果:观察组患者SAS评分高于对照组,差异有统计学意义(P<0.05)。观察组患者服药依从性高于对照组,差异有统计学意义(P<0.05)。观察组患者护理满意度高于对照组(P<0.05)。结论:实施人性化优质护理服务在门诊耳鼻咽喉头颈外科的应用,进一步优化服务流程,改善患者焦虑情绪。建立以患者为中心的服务管理模式,提高患者服药依从性,从而提升患者对护理工作的满意度。Objective:To explore the application of humanized high-quality nursing service in the department of otorhinolaryngology and head and neck surgery,and to evaluate patients'anxiety,medication compliance and nursing satisfaction.Methods:A retrospective analysis was performed on 172 patients who returned to the otolaryngology department from May 2023 to August 2023.The patients were numbered according to the time sequence of outpatient visits.The single number was the observation group and the even number was the control group,with 86 patients in each group.The control group was given routine nursing service,and the observation group was given humanized high-quality nursing service on this basis.The effects of different nursing services in the two groups were compared.The anxiety,medication compliance and nursing satisfaction were observed.Results:SAS score in observation group was higher than that in control group,the difference was statistically significant(P<0.05).The compliance of patients in observation group was higher than that in control group,the difference was statistically significant(P<0.05).The nursing satisfaction of observation group was higher than that of control group(P<0.05).Conclusion:The application of humanized high quality nursing service in outpatient otorhinolaryngology head and neck surgery can further optimize the service process and improve the anxiety of patients.Establish a patient-centered service management model to improve patients'medication compliance,so as to enhance patients'satisfaction with nursing work.

关 键 词：人性化 优质护理 门诊耳鼻咽喉头颈外科 

分 类 号：R762[医药卫生—耳鼻咽喉科]