人性化护理在提高门诊输液室服务质量中的作用

The role of humane care in outpatient infusion room to improve the quality of service

目的探讨人性化护理在提高门诊输液室服务质量中的作用。方法选取2013年1～10月来本院治疗的患者3000例为研究对象，将其随机分为观察组和对照组，各1500例。对照组实施常规护理，观察组实施人性化护理，比较两组投诉率、输液并发症发生率及患者对护理服务质量的满意度。结果对照组投诉率为0．27％（4／1500），输液并发症发生率为8．33％（125／1500）；观察组投诉率为0．00％（0／1500），输液并发症发生率为1．73％（26／1500），差异有统计学意义（P〈0．05）。两组患者对护理服务质量的满意度比较差异有统计学意义（P〈0．05）。结论人性化护理可提高门诊输液室服务质量，减少输液并发症，提高患者满意度。

Objective To investigate the role of humane care in outpatient infusion room to improve the quality of service.Methods 3000 cases of patients in our hospital from January to October 2013 were selected and randomly di- vided into observation group and control group,with 1500 cases in each group.Control group was received routine care, observation group was received humane care.Complaint rate,complication rate and patient satisfaction rate with the quality of care service were compared in two groups.Results Complaint rate of control group was 0.27%（4/1500）,com- plication rate of control group was 8.33%（125/1500）,complaint rate of observation group was 0.00%（0/1500）,complica- tion rate of observation group was 1.73%（26/1500）,with statistical difference （P〈0.05）.Patient satisfaction rate with the quality of care service was compared,with statistical difference （P〈0.05）.Condusion Humane care can improve outpa- tient infusion room service quality,reduce transfusion complication and improve patient satisfaction rate.