优质服务对候诊患者心理的影响

The effect of high ouality medical care on the psychology of waiting patients

目的护士实施优质服务对候诊患者心理的影响。方法将300例患者随机分为观察组（150例）和对照组（150例）。对照组患者在候诊期间护士被动回答患者提出的问题，观察组患者由护士主动给予提供相应的优质服务，包括采取为患者提供便民措施、实行预约挂号就诊、对空腹患者优先就诊、实施健康教育、采取积极主动的服务模式等。结果观察组候诊患者的焦虑情绪较对照组明显降低（P〈0．01），心理候诊时间较对照组明显缩短（P〈0．01），对护理服务的满意度明显高于对照组（P〈0．01）。结论优质服务对候诊患者的就医心理产生了积极影响，可以缓解患者的烦躁情绪，缩短患者的心理候诊时间，提高了患者的满意度。

Objective To study the effect of high quality medical care on the psychology of waiting patients. Methods A total of 300 patients were randomly divided into the observation group （150 patients） and the control group （150 patients） . During the waiting, the triage nurses passively answered questions raised by the patients in the control group while they actively provided high quality medical care in- eluding offering convenience - for - people measures, reserving appointment service, priority for patients with empty stomach, health educa- tion, active service mode. Results Compared with patients in the control group, the anxiety of patients in the observation group significantly reduced （P 〈0. 01 ）, the psychological waiting time of patients in the observation group obviously was shortened （P 〈 0. 01 ）, the patients＂ satisfaction of in the observation group was obviously improved （ P 〈 0. 01 ） . Conclusions High quality medical nursing has a positive effect on patients＇psychological condition, can ease the patients＇anxiety, shorten the psychological waiting time of patients, and improve patients＇ satisfaction from medical nursing.