人性化服务在儿科门诊护理管理中的作用分析

Analysis of the Role of Humanized Service in the Management of Pediatric Outpatient Care

目的探讨人性化服务在儿科门诊护理管理中的应用效果。方法该院儿科门诊在2017年2月在护理管理中推行人性化服务管理模式,分别取人性化服务管理实施前、后1年门诊治疗的500名对患儿及家属作为研究对象,观察两组患儿候诊时间、患儿家属护理满意度及医患纠纷事件等。结果实施后,患儿候诊时间明显短于实施前,患儿家属护理满意评分明显高于参考组,患儿家属投诉率及医疗纠纷发生率均明显下降(P<0.05)。结论人性化服务在儿科门诊护理管理中使用有助于缩短候诊时间,对护理质量的提高、护患关系的改善有积极意义。

Objective To explore the application effect of humanized service in pediatric outpatient care management.Methods In February 2017,the pediatric outpatient clinic of our hospital promoted the humanized service management mode in the nursing management.A total of 500 children and their families were treated as the research object before and after the implementation of the humanized service management.The waiting time of the children,the family members'satisfaction of care,and the disputes between doctors and patients were compared.Results After implementation,the waiting time of children was significantly shorter than that before the implementation.The nursing satisfaction score of the family members was significantly higher than that before the implementation,and the family complaint rate and the incidence of medical disputes were significantly decreased after implementation(P<0.05).Conclusion The use of humanized services in pediatric outpatient care management can help shorten the waiting time,and has positive significance for improving the quality of care and improving the relationship between nurses and patients.