基于需求满足的改良门诊护理服务在三甲医院门诊管理中的应用效果观察

Observation on the application effect of improved outpatient nursing service based on needs satisfaction in the outpatient management of 3A hospitals

目的探讨基于需求满足的改良门诊护理服务在三甲医院门诊管理中的应用效果。方法随机抽取2020年2~8月在成都市第三人民医院门诊就诊的100名初诊患者作为对照组,另选取2020年9月至2021年2月门诊就诊的100名初诊患者作为试验组,对照组采用常规门诊护理服务,试验组采用基于需求满足的改良门诊护理服务。统计两组患者挂号、缴费、检查等候时间、退换号率和投诉率,比较两组患者护理前后焦虑自评量表(SAS)和抑郁自评量表(SDS)评分,及护理满意度。结果护理后,与对照组比较,试验组挂号、缴费、检查等候时间更短,退换号率和投诉率更低(P<0.05);两组SAS和SDS评分均下降,且试验组低于对照组(P<0.05);试验组护理满意度高于对照组(P<0.05)。结论基于需求满足的改良门诊护理服务应用于三甲医院门诊管理中,可以缩短就诊时间,改善情绪状态,降低退换号率和投诉率,提高护理满意度。

Objective To explore the application effect of improved outpatient nursing service based on demand gratification in outpatient management of 3A hospitals.Methods A total of 100 patients newly diagnosed at outpatient department in our hospital were randomly enrolled as a control group between February and August 2020.Another 100 newly diagnosed outpatients between September 2020 and February 2021were enrolled as an experimental group.The control group was given routine outpatient nursing service.The experimental group was given improved outpatient nursing service based on demand gratification.The registration time,payment time,examination time,incidence of returning and changing the number,and complaint rate in the two groups were statistically analyzed.The scores of Self-rating Anxiety Scale(SAS)and Self-rating Depression Scale(SDS)before and after nursing,and nursing satisfaction after nursing were compared between the two groups.Results After nursing,registration time,payment time and examination time were shorter and incidence of returning and changing the number and complaint rate in the experimental group were lower than those in control group(P<0.05).After nursing,SAS and SDS scores in both groups were decreased,and the scores in the experimental group were lower than those in the control group(P<0.05).The SAS and SDS scores were decreased in both groups and the scores in the experimental group were lower than those in the control group(P<0.05).The nursing satisfaction in the experimental group was higher than that in the control group(P<0.05).Conclusions The application of improved outpatient nursing service based on demand gratification in outpatient management of 3A hospitals can shorten the visit time,improve the emotional state,and reduce the incidence of returning and changing the number and complaint rate.It can also improve the nursing satisfaction.