护士体验患者就医过程的实践研究

Standing in others' shoes:a nurse as a patient to experience the process of visiting a doctor

目的探讨护士体验患者就医过程的实践效果。方法组织15名护士模拟患者及家属进行门诊挂号、就诊、办理住院、住院后特殊检查、手术流程及危重医学科监护等体验。体验结束后对15名护士进行访谈,对获得的资料进行分析和整理。结果提炼出2个一级主题,分别为"体会到患者的感受""改善患者就医体验的建议"。"体会到患者的感受"的主题下有4个二级主题:"无助感""等候时间长,看病时间短""需要亲情陪伴""需要更多医疗信息"。改善患者就医体验的建议的主题下有4个二级主题:"换位思考""耐心交流""医护人员技术要过硬""改善医院硬件及梳理就诊流程"。结论体验患者就医过程能够做到共情,促使护士思考如何改善患者就医体验,提出改进服务建议。

Objective To explore the experiences of nurses who acted as patients to visit doctors. Methods Fifteen clinical nurses were invited to experience the outpatient registration,examined by the doctor,hospitalization, special examination after hospitalization,surgical procedures,and intensive care. When all the activies were complet- ed,the nurses were interviewed and the qualitative data were analyzed. Results Two themes and 8 subthemes were extracted. One theme was ＂knowing the feelings of patients＂ with 4 sub-themes including helplessness,long time waiting while short time checklng,needs of accompany,and needs of more information. The other theme was ＂sug- gestions of improving patients＇ experience＂ including 4 sub-themes of thinking in other＇s views,communication with patience,health professionals with more knowledge and technical skill,and improving hospital enviroment and simplifing the process. Conclusion To act as patients can enhance the empathy ability of clinical nurses. It can push nurses to think about and propose suggestions on how to improve patient experience.