人性化服务在中医门诊护理管理中的应用及护患关系评价

The Application of Humanized Service in the Nursing Management of Chinese Medicine Clinic and the Evaluation of the Nurse-patient Relationship

目的评价在中医门诊护理管理中应用人性化服务对护患关系的影响。方法选取2017年8月—2019年8月该院中医门诊治疗的52例病例资料进行回顾分析,将其分为实验组(n=26)和对照组(n=26)。对照组采取常规门诊护理管理,实验组采取人性化护理服务管理,对比两组患者对护理工作的满意度评价情况以及实施护理管理后护理差错、护理安全事故、护理投诉等事件发生情况。结果实验组患者对护理人员的满意度评分100.00%高于对照组的84.62%,差异有统计学意义(χ^2=4.333,P=0.037);且实验组护理期间的护理差错率、护理安全事故发生率、护理投诉率均低于对照组,差异有统计学意义(χ^2=4.097、5.998、4.163,P<0.05)。结论在中医门诊护理管理中实施人性化服务能提高护理人员的门诊护理服务质量,减少护理不良事件的发生,提升患者对护理工作的满意度。

Objective To evaluate the impact of the application of humanized services on the nurse-patient relationship in the nursing management of Chinese medicine outpatient clinics.Methods The data of 52 cases treated in the outpatient department of Chinese medicine in the hospital from August 2017 to August 2019 were selected for retrospective analysis,and divided into experimental group(n=26)and control group(n=26).The control group adopted routine outpatient nursing management,and the experimental group adopted humanized nursing service management,comparing the two groups of patients'satisfaction evaluation of nursing work and the occurrence of nursing errors,nursing safety accidents,nursing complaints and other incidents after the implementation of nursing management.Results The satisfaction score of 100.00%of the patients in the experimental group to the nursing staff was higher than 84.62%in the control group,the difference was statistically significant(χ^2=4.333,P=0.037);and the nursing error rate and nursing safety accident rate during the nursing period of the experimental group of nursing complaint rate was lower than the control group,the difference was statistically significant(χ^2=4.097,5.998,4.163,P<0.05).Conclusion The implementation of humanized service in TCM outpatient nursing management can improve the quality of outpatient nursing service of nurses,reduce the occurrence of adverse nursing events,and improve patients'satisfaction with nursing work.