医学人文关怀在优化病房服务流程中的效果

Effect Evaluation of Medical Humanistic Care in the Optimization of Ward Service Process

目的探索医学人文关怀措施对优化服务流程的效果。方法选取某院老年病房,将医学人文关怀应用于服务流程中,包括医疗服务、基础护理质量、护士服务能力、服务环境改善、安全管理、健康教育、出院回访指导等。并用自制量表和PDRQ-15量表进行效果评价。结果护理综合满意度得分由干预前的83.79±2.34提高至96.45±4.28(P<0.01);基础护理质量和护士服务能力测评得分由干预前的83.70±3.35和83.87±3.45分别提高至96.45±4.07和96.44±3.99;住院患者PDRQ-15量表的总体评分也比干预前提高。结论医学人文关怀对优化老年病区的服务流程具有一定的成效。

Objective To explore the effect of medical humanistic care for the optimization of service process. Methods The medical humanistic care was used in the service process in an elderly ward. The measure of medical humanistic care included： medical services, nursing quality, nursing service ability, service environment, safety management, health education, follow-up guidance, etc... The effect was evaluated by self-made scale and PDRQ-15 scale. Results The comprehensive nursing satisfaction increased from 83.79±2.34 to 96.45±4.28（P0.01）; the quality of basic nursing care increased from 83.70±3.35 to 96.45±4.07; the nurse service score increased from 83.87±3.45 to 96.44±3.99. The total score of PDRQ-15 about the inpatients also increased before intervention. Conclusion Medical humanistic care has a certain effect on the optimization of the geriatric ward service processes.