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目的:探讨优质护理服务在内科门诊的实践效果。方法:选择2013年2月~2015年2月来余姚市人民医院内科门诊就诊的患者88例,随机分为观察组和对照组,各44例。对照组采取常规方法安排就诊服务,观察组采取优质护理服务,比较两组的护理效果。结果:观察组各项护理服务质量调查项目(耐心解答态度、主动接待、护士形象、就诊秩序管理、主动健康教育)考核结果均明显优于对照组(P<0.05);观察组的护理投诉比例明显低于对照组,抢救成功率及患者对护理工作的满意度均明显高于对照组(P<0.05)。结论:优质护理服务应用于内科门诊中,能明显改善内科门诊的护理质量,满足患者的需求,减少医疗纠纷事件,可取得较高的护理满意度。
Objective: To explore the practical effect of quality nursing service in internal medicine clinic. Methods: From February 2013 to February 2015, 88 outpatients in Yuyao People’s Hospital were randomly divided into observation group and control group, with 44 cases in each group. The control group took the routine method to arrange the visiting service, the observation group took the high-quality nursing service, and compared the nursing effect of the two groups. Results: The examination results of all the quality of care service items in the observation group (patient attitude, active reception, image of nurses, order management and active health education) in the observation group were significantly better than those in the control group (P <0.05) Significantly lower than the control group, the success rate of rescue and patient satisfaction with nursing were significantly higher than the control group (P <0.05). Conclusion: The quality of care services used in medical clinics can significantly improve the quality of internal medicine clinic to meet the needs of patients and reduce medical disputes, access to higher nursing satisfaction.