护理服务剧本情景演示对和谐护患关系构建的影响

Influence of nursing service script-based scenario demonstration in building the harmonious nurse-patient relationship

目的 探讨护理服务剧本情景演示对和谐护患关系构建的影响.方法 由护理内训师编写护士入院接待、服务投诉及出院指导3个场景的护理服务剧本,通过护理人员演示,由内训师团队、护理部主任及科主任进行点评,指出剧本不足之处.通过发放调查表比较演示前后患者的满意度以及护理人员的自身感受等.结果 演示后患者对监察科、护理部、病区及收费处的满意度评分分别为（93.8±2.2）,（95.2±3.5）,（96.1±2.5）,（93.7±3.7）分,分别高于演示前的（84.8±3.1）,（86.5±3.3）,（84.1±3.2）,（83.2±2.6）分,差异有统计学意义（t分别为22.68,14.00,19.60,16.84;P ＜0.05）.护理服务剧本演示前半年度受点名表扬的护士5人次,收到锦旗1面,感谢信2封;演示后分别为33人次,5面,8封.演示干预前半年内护理服务缺陷投诉发生数为3次,而干预后半年内未接到投诉.结论 护理服务剧本情景演示有利于和谐护患关系的构建.

Objective To explore the influence of nursing service script-based scenario demonstration in building the harmonious nurse-patient relationship.Methods Nursing trainers compiled the scenario of the nurse admission reception,service complaints and discharge guidance.After performing the scripts,nursing trainers,superintendents of nursing department and department directors annotated the performance and carried out the deficiency of the scripts.The satisfaction degree and nurses＇ feelings were compared before and after the demonstration using questionnaire.Results After the nursing service script-based scenario demonstration,the satisfactory scores of patients to the surveillance department,nursing department,inpatient area and cashier were （93.8 ± 2.2）,（95.2 ± 3.5）,（96.1 ± 2.5） and （93.7 ± 3.7）,which were significantly higher than （84.8 ± 3.1）,（86.5 ± 3.3）,（84.1 ± 3.2） and （83.2 ± 2.6） before the demonstration （t =22.68,14.00,19.60,16.84,respectively; P 〈0.05）.Before the demonstration,5 nurses were praised,and 1 silk banner and 2 thanks letters were received.After the demonstration,33 nurses were praised,and 5 silk banner and 8 thanks letters were received.Before intervention,there were 3 complaints,while no complaint was received after the demonstration.Conclusions Nursing service script-based scenario demonstration can be conducive to building a harmonious nurse-patient relationship.