关键接触点管理在儿科优质护理服务中的应用研究

Application of key contact point management in pediatric nursing service

目的探讨关键接触点管理在儿科优质护理服务中的应用效果。方法选取2015年10月—2016年9月住院患儿47例为观察组,选取2014年10月—2015年9月收治的同年龄段46例患儿为对照组。对照组实施常规儿科优质护理服务,观察组在儿科优质护理服务中应用关键接触点管理。观察2组患儿家属状态焦虑问卷(S-AI)评分,及患儿和家属对护理工作满意度。结果观察组患儿家属S-AI问卷评分为(38.4±2.2)分,低于对照组的(79.6±3.2)分,差异有统计学意义(P<0.05)。观察组患儿和家属对护理工作满意率为100.00%(47/47),高于对照组的80.43%(37/46),差异有统计学意义(P<0.01)。结论在儿科优质护理中应用关键接触点管理能规范护士的服务行为,提高患儿和家属满意度,促进优质护理服务的持续发展。

Objective To investigate the application value of key contact point management in pediatric nursing service. Methods A total of 47 pediatric patients were selected as the observation group between October 2015 and September 2016 , and another 46 pediatric patients from October 2014 and September 2015 were included as the control group. Both two groups received high quality pediat-ric nursing and the key contact point management was performed in the observation group. The anxiety status of parents was assessed by state-anxiety inventory （S- A I） , and the satisfaction degree of patients was evaluated by self-made questionnaires. Results The score of S-AI was （38.4 ±2. 2） in the ob-servation, which was significant lower than that of parents in the control group （79. 6 ±3. 2） , with a significant difference （ P 〈 0. 05 ） . the nursing satisfaction was 100. 0 0 % （47/47） in parents form the observation group and was 80. 4 3 % （37/46） in parents from the control group, with a significant differ-ence （P 〈0. 01） . Conclusion The application of key contact point management in pediatric nursing service can improve the satisfaction of children and their family member, promote the sustainable de-velopment of high quality nursing service.