门诊护士在分诊中与患者沟通技巧的重要性分析

Analysis of the Importance of the Communication Skills of Outpatient Nurses in Triage

目的探索门诊护士在分诊中与患者沟通技巧的重要性。方法从2011年9月开始对我院80例门诊就诊患者实施沟通技巧护理,分析实施前、后护患纠纷发生率、就诊时间、护理满意率。结果实施沟通技巧护理后护理满意率、护患纠纷发生率、就诊时间优于实施沟通技巧护理前(P<0.05)。结论沟通技巧可提高门诊分诊护理人员护理质量,降低护患纠纷发生率。

Objective To explore the importance of the communication skills of outpatient nurses in triage.Methods The exercise of communication skill was conducted on 80 patients in outpatient of our hospital from September 2011, patients’disputes incidence rate, time of treatment, nursing satisfaction rate before and after nursing were analysed.Results After the implementation of communication skills, the nursing satisfaction rate, nurse patient dispute incidence rate, treatment time were superior to the implementation of communication skills before nursing （P〈0.05）.Conclusion Communication skills can improve the quality of nursing care in outpatient triage, reduce the incidence of nursing disputes.