CICARE沟通在门诊服务中心的应用

Application of CICARE communication in outpatient service center

目的分析接触(connect)、介绍(introduce)、沟通(communication)、询问(ask)、回答(response)、离开(exit)(CICARE)沟通模式在门诊服务中心的应用。方法选择2020年1月至2021年3月期间到南昌市第一医院门诊就诊的78例患者作为研究对象,根据就诊时间将其分成两组,对照组(2020年1~7月就诊)与观察组(2020年8月至2021年3月就诊),每组各39例。对照组在就诊过程中采用传统沟通模式,观察组在就诊过程中采用CICARE沟通模式,对比两组患者对门诊服务的满意度、相关知识掌握度评分、就诊依从性。结果观察组患者对门诊服务的满意度为97.44%,明显高于对照组的82.05%,差异有统计学意义(P<0.05);观察组患者的就诊流程、就诊时间、就诊科室选择方法、就诊方式掌握度评分分别为(85.22±7.10)分、(79.64±7.52)分、(81.47±8.48)分、(80.90±7.65)分,均明显高于对照组的(61.58±5.91)分、(65.54±6.10)分、(59.22±5.30)分、(66.04±5.87)分,差异有统计学意义(P<0.05);观察组的就诊总依从率为94.87%,明显高于对照组的76.92%,差异有统计学意义(P<0.05)。结论在门诊服务中采用CICARE沟通模式,能够提高患者对门诊服务的满意度,改善患者对相关知识的掌握情况,提高患者的就诊依从性。

Objective To analyze the application of the Connect,Introduce,Communication,Ask,Response and Exit(CICARE)communication mode in the outpatient service center.Methods A total of 78 patients who visited our outpatient clinic from January 2020 to March 2021 were selected as study subjects,and they were divided into the control group(visited from January to July 2020)and the observation group(visited from August 2020 to March 2021)according to the time of visit,with 39 cases in each group.The control group adopted the traditional communication mode and the observation group adopted the CICARE communication mode during the visit.The satisfaction of patients with outpatient services,score in the mastery of related knowledge,and visit compliance of patients were compared between the two groups.Results The satisfaction rate of patients in the observation group with outpatient services was 97.44%,which was significantly higher than 82.05%of the control group(P<0.05).The scores in the mastery of patients in the observation group on the visit process,visit time,method of selecting the department to visit,and visit mode were(85.22±7.10)points,(79.64±7.52)points,(81.47±8.48)points,(80.90±7.65)points respectively,all significantly higher than those in the control group(61.58±5.91)points,(65.54±6.10)points,(59.22±5.30)points,and(66.04±5.87)points,respectively(P<0.05).The total compliance rate of patients in the observation group was 94.87%,which was significantly higher than 76.92%in the control group(P<0.05).Conclusion The application of CICARE communication mode in outpatient services can increase the satisfaction of patients with outpatient services,improve the mastery of patients on relevant knowledge,and increase the visit compliance of patients.