探讨提升门诊患者满意度、改善分诊导诊护理服务的策略研究
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摘要
目的探讨提升门诊患者满意度、改善分诊导诊护理服务的策略研究。方法本组研究的研究对象均来自于我院2015年1月-2018年1月门诊患者,一共120例,随机分组,各组为60例,对照组患者按照一般门诊流程护理进行干预。观察组患者在一般门诊流程护理干预的前提下,对患者进行分诊导诊优质护理干预。结果 (1)和对照组比较,观察组患者挂错号、护患纠纷的发生率和SAS评分明显更低,数据差异存在统计学意义,P<0.05。(2)和对照组比较,观察组患者护理满意度明显更高,数据差异存在统计学意义,P<0.05。结论对门诊护理工作实施分诊导诊优质护理方案,有利于减少门诊不良事件,从而建立良好的护患关系,提高患者的护理满意度。
Objective To explore the strategies to improve the satisfaction of outpatients and the nursing services of triage guidance. Methods The subjects of this study were all from the outpatient department of our hospital from January 2015 to January 2018. A total of 120 cases were randomly divided into 60 cases in each group, and the control group received intervention according to the general outpatient procedure. On the premise of nursing intervention in general outpatient procedure, patients in the observation group received quality nursing intervention through triage guidance. Results(1) Compared with the control group, the incidence rate and SAS score of patients in the observation group were significantly lower, and the data difference was statistically significant, P<0.05.(2) Compared with the control group, the nursing satisfaction of the observation group was significantly higher, and the data difference was statistically significant, P<0.05. Conclusion The implementation of quality nursing program of triage guidance for outpatient nursing work is beneficial to reduce adverse events in outpatient service, so as to establish a good relationship between patients and nurses and improve patients' nursing satisfaction.
Objective To explore the strategies to improve the satisfaction of outpatients and the nursing services of triage guidance. Methods The subjects of this study were all from the outpatient department of our hospital from January 2015 to January 2018. A total of 120 cases were randomly divided into 60 cases in each group, and the control group received intervention according to the general outpatient procedure. On the premise of nursing intervention in general outpatient procedure, patients in the observation group received quality nursing intervention through triage guidance. Results(1) Compared with the control group, the incidence rate and SAS score of patients in the observation group were significantly lower, and the data difference was statistically significant, P<0.05.(2) Compared with the control group, the nursing satisfaction of the observation group was significantly higher, and the data difference was statistically significant, P<0.05. Conclusion The implementation of quality nursing program of triage guidance for outpatient nursing work is beneficial to reduce adverse events in outpatient service, so as to establish a good relationship between patients and nurses and improve patients' nursing satisfaction.
引文
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[2]任雅娇.巡视管理模式对提高门诊导诊和分诊工作服务质量管理的效果[J].航空航天医学杂志,2018,29(04):515-517.
[3]赵慧军,周爱华.门诊分诊导诊服务存在的问题分析与对策[J].世界最新医学信息文摘,2018,18(23):173+179.
[4]李玉琴,姜永香,顾双双.走动式管理在门诊导诊护理质量管理中的应用效果分析[J].世界最新医学信息文摘,2016,16(80):355.
[5]付海燕.分诊导诊护理纠纷发生的原因及防范措施研究[J].中国继续医学教育,2016,8(25):255-256.
[6]郭志云,白英敏.门诊分诊、导诊护理纠纷防范与对策[J].世界最新医学信息文摘,2016,16(48):249-250.
[7]贺彩芳,毛丽洁,陈瑜.应用信息技术改善门诊护士人力配置及患者就医模式的实践[J].中国护理管理,2016,16(3):298-300.
[8]刘彩宏,孙硕,戎清,等.智能导诊机器人在门诊患者就诊流程中的应用效果[J].中国病案,2017,18(12):57-59.
[9]董素萍.护理流程优化对门诊分诊护理质量的提升效果分析研究[J].实用临床医药杂志,2017,21(10):149-151.
[10]于力萍,万素英,汤晓莉,等.门诊病人对导医护士满意度影响因素定量分析[J].护理研究,2015,21(22):2798-2799.