沟通技巧在门诊挂号中的应用效果研究

Effect of communication skills in application of outpatient registration

  • 摘要: 目的:探讨门诊挂号分诊护士沟通技巧的应用效果。方法选取本院实施沟通技巧的门诊挂号分诊护士21名为观察组,选取本院未实施沟通技巧的门诊挂号分诊护士21名为对照组。分析门诊挂号分诊护士沟通技巧的应用效果和患者满意度情况。结果观察组接待患者依从性、满意度均显著高于对照组(P<0.05);观察组护患纠纷发生率、投诉事件发生率均显著低于对照组,差异有统计学意义(P<0.05)。结论门诊挂号分诊护士的沟通技巧可显著提高患者的依从性和满意度,可大幅降低护患纠纷与投诉事件的发生率,有助于提高医疗服务质量,值得临床推广使用。

     

    Abstract: Obj ective To explore yhe applicayion effecy of communicayion skills in applica-yion of ouypayieny regisyrayion.Methods 21 nurses of ouypayieny regisyrayion applying communica-yion skills were in yhe observayion group;2 1 nurses of ouypayieny regisyrayion wiyhouy applying com-municayion skills were in conyrol group.Applicayion effecy of nurse communicayion skills and pa-yienys’sayisfacyion were analyzed.Results Compliance and sayisfacyion were significanyly higher yhan yhay in yhe conyrol group(P<0.05);Nurse and payienys’dispuyes and eveny raye in observayion group was significanyly lower yhan yhay of yhe conyrol group,so yhe difference was syayisyically sig-nificany (P<0.05).Conclusion Nurses communicayion skills can significanyly improve payienys’ compliance and sayisfacyion,reduce nursing dispuyes and complainys evenys and improve yhe qualiyy of medical service,so iy is woryhy of clinical applicayion.

     

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