志愿者咨询服务在妇科护理中的实践

The role of nursing volunteer consulting service in gynecology department's excellence in nursing service

目的:探讨实施志愿者护理咨询服务在妇科优质护理服务中的作用。方法:根据妇科护理人员的结构及工作情况,针对科室开展"优质护理服务示范工程活动"存在的问题,组建科室护理志愿者咨询团队,制定团队工作目标、职责、任务,有计划、有组织地实施志愿者护理服务方案。比较实施志愿者护理咨询服务前、后,优质护理服务示范病房的临床护理管理质量和临床护理服务质量、住院病人遵医行为依从性及服务满意度、医护人员服务满意度等。结果:志愿者咨询护理服务实施后,临床护理管理质量和临床护理服务质量均明显高于实施前,差异有统计学意义(P<0.01);病人总满意度(满意+基本满意)由实施前的80.3%,提高到实施后的97.8%(P<0.01),病人的遵医行为中服药依从性由实施前的81.1%,提高到实施后的99.5%(P<0.01)。结论:实施志愿者护理咨询服务后,护士有了专门的时间与病人沟通及提供心理护理和健康教育,加之相关制度的实施及运作,增强了护士主动服务的意识、工作的积极性及责任心,提高了护理质量和病人满意度,促进了病区医、护、患关系的和谐发展,在病区优质护理服务中起到了积极有效的作用。

Objective： To study the role of nursing volunteer consulting service in gynecology department＇s excellence in nursing service in gynecology department. Methods： According to the structure and working conditions of nursing staff in gynecology department and the existing problems in excellence in nursing service, we set up a nursing volunteer consulting team in our department, and set the targets and duties of the team to carry out volunteer nursing service in a planed and organized way. We compared quality of nursing management, quality of care, patient satisfaction, patient＇s compliance behavior rate, and health care workers＇ satisfaction before and after the volunteer nursing consulting service. Results： After the nursing volunteer consulting services, the quality of nursing management and quality of care were both improved （P0.01）. The overall patient satisfaction rate （satisfiedandbasicallysatisfied）wasincreasedfrom80.3%to97.8%（P0.01）andthepatients＇compliancebehaviorsrateoftaking medicine was increased from 81.1% to 99.5% （P0.01）. Conclusion： The nursing volunteers consulting service played a positive and effective role in excellence in nursing service..