沟通技巧在产科门诊分诊中的应用价值

Application Value of Communication Skills in Outpatient Obstetric Triage

目的探讨沟通技巧在产科门诊分诊中的应用价值。方法选取2018年1-12月期间收入该院治疗的98名待产妇,均分为对照组(n=49)、观察组(n=49),对照组实施常规门诊分诊管理,观察组在对照组的基础上加以沟通技巧,对比两组护理效果以及不良事件的发生情况。结果实施管理前,两组护理质量、服务态度、沟通能力比较,差异无统计学意义(P>0.05)。实施管理后,观察组患者的护理质量评分(85.74±7.87)分、服务态度(86.58±7.89)分、沟通能力(87.9±7.96)分,均好于对照组护理质量评分(76.58±8.58)分、服务态度(75.87±8.47)分、沟通能力(76.81±8.25)分,差异有统计学意义(P<0.05)。且护理纠纷事件、漏诊事件、误诊事件的总发生几率为2.04%显著低于对照组护理纠纷事件、漏诊事件、误诊事件的总发生几率18.36%,差异有统计学意义(P<0.05)。结论沟通技巧的实施,可提高产科门诊分诊质量,降低不良事件的发生风险,值得临床应用与推广。

Objective To explore the application value of communication skills in obstetric outpatient triage. Methods 98 people of expectant mothers who were admitted to the hospital from January to December 2018 were selected as examples.They were divided into control group(n=49) and observation group(n=49). For triage management in the control group, the observation group added communication skills based on the control group, and compared the nursing effects and the occurrence of adverse events between the two groups. Results Before the implementation of the management, there was no statistically significant difference in the quality of care, service attitude and communication ability between the two groups(P<0.05). After the implementation of the management, the observation group’s quality of care score(85.74 ±7.87)points, service attitude(86.58±7.89)points, and communication ability(87.9±7.96)points were better than those of the control group(76.58±8.58)points,service attitude(75.87±8.47)points, and communication ability(76.81±8.25)points, the differences were significant(P<0.05).And the total occurrence rate of nursing dispute events, missed diagnosis events, and misdiagnosed events was 2.04%,which was significantly lower than that of the control group, which was 18.36%, and the difference was statistically significant(P<0.05). Conclusion The implementation of communication skills can improve the quality of obstetric outpatient triage and reduce the risk of adverse events. It is worthy of clinical application and promotion.