对三甲医院门诊标准化护理服务体系需求的质性研究

Needs analysis on standardized nursing service system in outpatient departments of tertiary hospitals:a qualitative study

目的了解三甲医院门诊患者对门诊标准化护理服务体系的需求,为完善门诊护理服务体系提供参考。方法自拟提纲对合肥市2所三甲医院13名门诊患者进行一对一深入访谈,采用Colaizzi现象学研究法分析资料、提炼主题。结果提炼出6个主题:标准化环境设施的需求;标准化标识系统的需求;标准化护理服务语言的需求;标准化护理服务形象的需求;标准化门诊护理服务流程的需求;标准化门诊信息化管理系统的需求。结论三甲医院门诊患者对门诊标准化护理服务体系有较强的需求,门诊环境设施、标识系统、护理服务语言、护理服务形象、护理服务流程及信息化管理系统是当前的主要需求,医院管理部门应尽快加以建设和完善,以促进门诊护理服务体系的良性发展。

Objective To analyze the needs of outpatients for standardized outpatient nursing service system in a tertiary hospitals so as to provide reference for improving the outpatient nursing service system.Methods In-depth one-to-one interviews were conducted among 13 outpatients from 2 tertiary hospitals in Hefei with a self-drafted outline.Colaizzi phenomenological research method was applied to analyze the data and to extract the themes.Results Six themes were extracted,including the need for standardized environmental facilities,standardized identification systems,standardized language of nursing service,standardized image of nursing service,standardized processes of outpatient nursing service,standardized management system for informationized outpatient departments.Conclusion The outpatients of tertiary hospitals have a strong demand for standardized nursing service system,mainly including main needs for outpatient facilities,identification systems,language of nursing service,image of nursing service,processes of nursing service and management system informationization.Hospital administration should make improvements to meet those demands as soon as possible so as to expedite the prosperous development of outpatient nursing service system.