角色扮演法在护理服务中的应用与效果

The practice and effect of role-play in nursing service

目的深入了解患者住院期间的各种需求,提高护理服务质量和患者满意度。方法由护龄≤5年的临床护理人员扮演住院患者,亲身体验、记录患者生理、心理、环境等方面的需求,并进行讨论、总结,进而完善护理服务流程。结果护理服务质量和患者满意度均比活动前提高。结论角色扮演法能改善护患关系,提高护理质量和患者满意度。

Objective To understand patients＇ needs deeply,and to improve the quality of nursing and patients＇ satisfaction. Methods The nurses with less five working years played the role of patient to experience and record the physiological, psychological and environnlental needs as a patient. Then,the nurses made discussion and summary of the experience of role - play and improved the nursing service flow step by step. Results As a resuh,the quality of nursing and patients＇ satisfaction were improved obviously. Conclusion Role - play can promote nurse - patient relationship, improve the quality of mlrsing and increase patients＇ satisfaction.