优质护理干预对门诊分诊护理质量及护理纠纷发生率的影响

Effects of High-quality Nursing Intervention on the Outpatient Triage Nursing Quality and Nursing Dispute Incidence

目的观察在门诊分诊中开展优质护理干预的效果。方法将2019年11月-2020年5月在本院门诊就诊患者128例纳入本次研究,按照随机数表法分为两组,各64例。对照组给予常规门诊分诊护理,研究组在常规门诊分诊护理的基础上开展优质护理干预。比较两组护理质量、患者心理状态、护理纠纷发生情况及护理满意度。结果研究组分诊环境、分诊就诊时间、服务态度、分诊准确情况等各项护理质量评分均高于对照组(P<0.05)。干预后,两组SAS、SDS评分均下降,且研究组较低(P<0.05)。研究组护理纠纷发生率(1.56%)较对照组(14.06%)低(P<0.05)。研究组护理满意度(96.88%)较对照组(82.81%)高(P<0.05)。结论在门诊分诊中开展优质护理干预,可有效提升护理质量,降低护理纠纷发生率,改善患者心理状态,促进患者认可护理服务,优势显著,具有临床推广意义。

Objective To observe the effects of high-quality nursing intervention in outpatient triage.Methods Totally 128 outpatients of our hospital from November 2019 to May 2020 were included and randomly assigned to two groups,with 64 patients in each group.The control group was given routine outpatient triage nursing intervention,and the study group was given high-quality nursing intervention additionally.Nursing quality,patients’psychological status,nursing dispute incidence,and nursing satisfaction rate were compared between the two groups.Results The study group had significantly higher nursing quality scores such as triage environment,length of triage visit,service attitude,and triage accuracy than the control group(P<0.05).After the intervention,SAS and SDS scores decreased in both groups and were significantly lower in the study group(P<0.05).The study group had a significantly lower nursing dispute incidence than the control group(1.56%vs.14.06%;P<0.05).The study group had a significantly higher nursing satisfaction rate than the control group(96.88%vs.82.81%;P<0.05).Conclusion High-quality nursing intervention in outpatient triage effectively improves the nursing quality,reduces the nursing dispute incidence,and improves the patients’psychological status and nursing satisfaction rate,with significant advantages and significance of clinical promotion.