标准化沟通模式对医护患三方满意度的影响

Impacts of SBAR communication mode on satisfaction among physicians, nurses and patients

目的 分析医院实施标准化沟通模式（SBAR沟通模式）后医护患三方满意度的变化.方法 2015年某三甲医院成立SBAR工作小组,在全院神经内外科、重症监护室、心内科等6个科室推行了以问题为导向的SBAR医护沟通模式,比较实施前后医生、护士、患者三方的满意度测和医疗护理不良事件的发生率.结果 实施SBAR医护沟通模式组在医生、护士、患者三方满意度分别为94.0%、96.0%、98.2%,均优于实施前传统的医护沟通,差异有统计学意义（Z值分别为1.700、2.000、2.974;P〈0.05）.医疗护理不良事件发生率由0.38%降低至0.13%,差异有统计学意义（χ2=6.276,P〈0.05）.结论 SBAR医护沟通模式对持续提升医疗护理质量、促进医护有效沟通、保障患者安全有重要作用,值得临床推广运用.

Objective To analyze the changes of the three-party satisfaction （physicians, nurses and patients） after the implementation of situation-background-assessment-recommendation （SBAR） communication mode.Methods The SBAR work group was established in one hospital and implemented SBAR communication based the question direction in Department of Neurosurgery, Neurology, Intensive Care Unit, Orthopedics, EICU and Cardiology Department of one hospital. The comparison of the differences in satisfaction and the incidence of adverse medical care events were carried out among the doctors, nurses and patients before and after the implementation of the SBAR communication model.Results After the implementation of SBAR communication mode, the satisfactions in doctors, nurses and patients were 94.0%, 96.0% and 98.2%, that all were better than traditional communication before the implementation （Z=1.700,2.000,2.974;P〈0.05）. The medical incidence of adverse events declined from 0.38% to 0.13% （χ2=6.276,P〈0.05）.Conclusions SBAR communication mode plays an important role in continuously improving the quality of medical care, promoting effective communication and ensuring the safety of patients, and deserves clinical application.