优质护理在门诊中的应用.docxVIP

优质护理在门诊中的应用 曾 丹刘琼 杨白林 刘 洪通讯作者 刘 云 绵阳市中心医院门诊办四川绵阳621000 【摘 要】目的：通过对比护理，讨论优质护理在门诊中的实施应用。方法： 随机选取我院2014年2月至2015年3月收治的120例门诊患者，并将此560 例患者按照护理方式的不同分为常规护理组(即对照组)和优质护理干预组(即 观察组)各280例，通过制定护理满意度调查表，对比评价对照组与观察组的患 者满意度。结果：对照组的280例患者护理中，出现了 12例门诊投诉和7例护 患纠纷，对照的护理满意度为67.8%、护患纠纷发生率为2.5%,门诊投诉率为 4.28%；观察组的280例患者护理中，患者对护理人员的耐心、细心打动，对护 理人员的热情主动、健康形象所吸引，对整体的环境整洁度和就诊秩序给予了高 度评价，280例患者中护患纠纷率为0%,门诊投诉率为0%,经调查，患者满意 度为98%。观察组患者的护理满意度、门诊投诉率及护患纠纷、环境秩序等情况 均明显优于对照组，具有统计学差异(Pt;0.05)o结论：在门诊实施优质护理 不仅有助于缓解护患纠纷、提高患者满意度，更能有效加强护理人员的综合素质 和服务意识，能有效提高护理质量，值得推广应用。 【关键词】优质护理；门诊；应用 【中图分类号】R473 【文献标识码】A 【文章编号】1764-8999 (2015) 7-0685-02 [Abstract] Objective: by comparing the nursingz discuss high quality nursing implementation of application in clinic. Methods: randomly selected from our hospital in February 2014 to March 2015 were analyzed in 120 cases of clinic patients, and according to the different methods of nursing 560 patients were divided into routine nursing group (control group) and the high quality nursing intervention group (observation group) 280 cases each, by setting the nursing satisfaction questionna ire, comparative evaluation of the control group and observation group of patients satisfaction. Result: the nursing of 280 patients in the control group, 12 cases in the outpatient service complaints and 7 cases of dispute, the nursing care satisfaction was 67.8%, the incidenee of dispute of nurses and patients was 2.5%, outpatient complaints is 4.28%; Nursing, the observation group of 280 cases of patients with patienee and careful nursing staff, passion for the nursing staff initiative, the healthy image, on the whole environment of cleanliness and order of doctor gave high evaluation, 280 cases of patients with disputes rate was 0%, the nurses and patients in the outpatient measured at 0%, after investigation, the patient satisfaction was 98%. Observation group of patients satisfaction with nursing care, outpatient complaints and disputes, environmentai order nurses and patients, and so on an