优质化服务在门诊护理管理中的应用效果

Application effect of quality service in outpatient nursing management

目的探讨优质化服务在门诊护理管理中的应用效果。方法随机选取本院门诊部2012年1月~2014年1月的200例患者作为研究对象,其中2012年1月~2013年1月的100例患者作为对照组,2013年1月~2014年1月的100例患者作为观察组。对照组给予常规护理,观察组在对照组的基础上采用优质化服务。比较两组的患者满意度和投诉情况。结果观察组的总满意率为92.00%,显著高于对照组的60.00%,差异有统计学意义（P〈0.05）。观察组的投诉率为2.00%,显著低于对照组的21.00%,差异有统计学意义（P〈0.05）。结论优质化服务在门诊护理管理中的应用效果显著,能够改善医患关系,提升患者对医务人员护理工作的满意度,减少投诉情况,值得临床推广应用。

Objective To explore the application effect of quality service in outpatient nursing management. Methods200 patients in the outpatient department of our hospital from January 2012 to January 2014 were randomly selected as the research group.Among them,100 patients from January 2012 to January 2013 were selected as the control group,100 patients from January 2013 to January 2014 were selected as the observation group.The control group was given routine nursing,the observation group was given quality service on the basis of the control group.The degree of satisfaction and the complaint rate was compared between the two groups. Results The total satisfaction rate in the observation group was 92.00%,which was higher than 60.00% in the control group,with significant difference（P0.05）.The rate of complaint in the observation group was 2.00%,which was lower than 21.00% in the control group,with significant difference（P 0.05）. Conclusion The application effect of quality service in outpatient nursing management is significant,which can improve the relationship between doctors and patients,enhance the satisfaction degree of patients to the nursing work of medical staff,reduce complaint rate,it is worthy of clinical promotion and application.