大型综合医院门诊分诊优质护理的应用

Application of high quality nursing in outpatient service of large scale general hospital

目的探讨优质护理在大型综合医院门诊分诊中的应用价值。方法选择Z013年6月至2014年6月间在我院门诊接受治疗的患者400例，将其随机平均分为试验组和对照组，对照组患者给予常规门诊护理，试验组患者给予全程优质的护理，比较两组患者总等候时间，投诉，护患纠纷及风险事故发生情况，并分析两组患者对护理满意度和护理质量评分。结果试验组患者挂号、候诊、缴费及取药所等候的总时间为（27±3．5）min，明显短于对照组的（57±4．1）min；试验组患者投诉发生率为0％，护患纠纷发生为2％，风险事故发生率为3%显著低于对照组，其发生率分别为7％、19％、15％；试验组患者总满意度为98％，明显高于对照组的80％，试验组中护理适量评分为（98．5±8．6）分，也显著大于对照组的（82．2±7．4）分。结论优质护理服务应用于门诊分诊护理工作中具有十分重要的临床意义，能够增强医院的整体服务质量，从而增强医院的竞争力。

Objective To explore the application value of high quality nursing in the outpatient service of the large general hospital. Methods 400 patients with-2014 in our hospital from June 2013 to June were randomly divided into experimental group and control group. The patients in the control group were treated with routine nursing. The patients in the two groups were treated with total waiting time, complaints, nurse patient disputes and risk accidents. Results experimental group patients registered, waiting, payment and get the medicine wait for the total time （27 ± 3.5 rain）, and was significantly shorter in the control group （57±4.1 min; complaints of the patients in the experimental group occurred rate was 00%, nurse patient dispute is 2 %, risk of accident rate is 3%, significantly lower than that of the control group, the incidence rate of 7%, 19~ and 15% respectively; the total satisfaction of patients in experimental group was 98%, was significantly higher than that in the control group of 80%, in the experimental group, nursing the amount of score （98.5±8.6）, were significantly greater than those of control group （82.2±7.4）. Conclusion high quality nursing service is very important in the clinical nursing work, and can enhance the overall service quality of the hospital, so as to enhance the competitiveness of the hospital.