护患沟通在门诊护理工作中的应用价值

Application Value of Medical Communication in the Outpatient Nursing Work

目的研究护患沟通在门诊护理工作中的应用价值。方法选择2015年2月—2016年2月医院接收的门诊患者232例,随机分为对照组和观察组,每组患者116例。对照组患者采取护理方法,观察组患者在常规护理基础上,开展有效的护患沟通。对比两组患者的护理满意度、护患纠纷和患者投诉发生率。结果观察组患者的护理总满意率为95.69%,高于对照组患者的80.17%(P<0.05)。观察组患者护患纠纷率为1.72%,患者投诉率为0.86%,分别低于对照组患者的8.62%和6.90%(P<0.05)。结论在门诊护理工作中,在常规护理基础上开展有效的护患沟通,能够提高患者满意度,减少护患纠纷和患者投诉,具有重要的临床意义。

Objective To research the application value of medical communication in the outpatient nursing work. Methods 232 cases of outpatients in our hospital from February 2015 to February 2016 were randomly divided into two groups with 116 cases in each, the control group adopted the nursing method, while the observation group conducted the effective com-munication on the basis of the routine nursing, and the satisfactory degree, incidence rates of medical disputes and com-plaints of patients were compared between the two groups. Results The total satisfactory rate of nursing in the observation group was higher than that in the control group, （95.69% vs 80.17%）（P〈0.05）, and the medical dispute rate and compliant rate in the observation group were lower than those in the control group,（1.72%, 0.86% vs 8.62%, 6.90%）（P〈0.05）. Conclusion The effective medical communication on the routine nursing in the outpatient nursing work can effectively improve the satisfactory degree and reduce the medical disputes and complaints, and it is of clinical significance.