CICARE沟通模式对消化内科患者满意度的影响

Effect of CICARE Communication Model on Patient Satisfaction in Department of Gastroenterology

目的探讨在消化内科实施CICARE沟通模式对住院患者满意度的影响。方法抽取消化内科2012-2015年实施CICARE沟通模式前后住院患者各120例作为调查对象,进行患者满意度问卷调查,分别确定为观察组与对照组。对照组采用传统的护患沟通模式,观察组采用CICARE沟通模式,比较两组患者对护理工作的满意度。结果实施CICARE沟通模式的观察组住院患者满意度明显高于对照组(P<0.05)。结论实施CICARE模式,采取微笑服务,有利于增强患者及家属的安全感与信任感,提高住院患者满意度,提升护士自身的素质,提升护理服务品质与内涵。

Objective To investigate the effect of CICARE communication model on inpatient satisfaction in department of gastroenterology. Methods 120 inpatients before and after the implementation of CICARE communication modelindepartment of gastroenterology between 2012 and 2015 were sampled respectively as the research objects. The treatment group and the control group were divided according to the results of a patient satisfaction survey. The control group was given traditional nurse-patient communication model while the treatment group was given CICARE communication model and compared the patient satisfaction on nursing service between two groups. Results The inpatient satisfaction of treatment group was significantly higher than that of control group（P〈0.05）. Conclusion The implementation of CICARE model and smiling service are conductive to enhancing the sense of security and trust in patients and their families. It could improve patient satisfaction and nurses＇ quality as well as nursing quality and connotation.