CICARE沟通模式在提高门诊老年患者护理服务满意度中的应用效果  

Application of CICARE Communication Mode in Improving Satisfaction Degree of Elderly Patients with Outpatient Nursing Services

作　　者：王星蕾 WANG Xinglei(Yuncheng Vocational Nursing College,Yuncheng,Shanxi 044000)

机构地区：[1]运城护理职业学院,山西运城044000

出　　处：《智慧健康》2024年第32期176-179,共4页Smart Healthcare

摘　　要：目的分析CICARE(connect,introduce,communicate,ask,respond,exit)沟通模式在提高门诊老年患者服务满意度中的应用价值。方法选取2022年9月—2023年10月本院临床门诊收治的老年患者70例为研究对象,采用随机分组方式将其划分为对照组(常规护理)与观察组(CICARE沟通模式),每组35例,比较不同门诊护理服务方式在老年患者临床护理中的应用价值。结果观察组在护理技能、护理态度、健康知识宣教、护理舒适度以及沟通五个维度的满意度评分均高于对照组(P<0.05);观察组就诊时间、科室选择、就诊流程以及就诊方式各维度就诊知识评分均高于对照组(P<0.05);观察组护患纠纷发生率低于对照组(P<0.05)。结论CICARE沟通模式能显著提高门诊老年患者对护理服务的满意度,提高其门诊就诊知识掌握程度,降低护患纠纷发生率。该护理模式的综合应用价值更高,值得临床推广使用。Objective To analyze application value of the CICARE communication mode(connectintroduce-communicate-ask-respond-exit)in improving satisfaction degree of elderly patients with outpatient services.Methods The paper chose 70 elderly patients in our clinical outpatient department from September 2022 to October 2023 for study,and divided them into the control group(treated with routine nursing)and the observation group(with CICARE communication mode)randomly,with 35 cases in each group.Application value of different outpatient nursing services for elderly patients was compared in clinical nursing.Results Satisfaction degree of five dimensions including nursing skills,nursing attitudes,health knowledge education,nursing comfort,and communication in the observation group was higher than the control group,difference was statistically significant(P<0.05).Knowledge scores of the observation group in terms of visit time,department selection,visit process,and visit method were higher than the control group,difference was statistically significant(P<0.05).Incidence of nurse patient disputes during nursing of the observation group was 0.00%,significantly lower than the control group(17.14%),there was statistical significance between the groups(χ2=6.563,P<0.05).Conclusion The CICARE communication mode can improve satisfaction degree elderly patients with outpatient nursing services significantly,with high level of knowledge of outpatient visits,and low incidence of nurse patient disputes,which has high comprehensive application value,and is worthy of promotion and application in clinical practice.

关 键 词：CICARE沟通模式 老年患者 门诊护理 满意度 

分 类 号：R47[医药卫生—护理学]