护患沟通技巧对急诊挂号等候时间及纠纷事件的影响

Effect of nurse-patient communication skills on waiting time for registration and disputes in emergency departments

目的探讨护患沟通技巧对急诊挂号等候时间及纠纷事件的影响,为改善医患关系和提高医疗服务质量提供参考。方法选取2020年1—12月于东莞市石碣医院急诊就诊的350例患者作为对照组,接受常规急诊医疗服务。2021年初东莞市石碣医院急诊科实施护理改革升级。选取2021年1—6月于医院急诊就诊的350例患者作为研究组,护士进行护患沟通技巧培训后提供医疗服务。对比急诊采用护患沟通技巧进行护理干预前后急诊挂号等待时间、急诊纠纷事件发生率、医患关系质量、护理质量评分及对急诊检查流程的护理服务满意度。结果研究组急诊挂号等候时间短于对照组,纠纷事件发生率低于对照组,医患关系质量评分高于对照组,差异均有统计学意义(P<0.05);研究组急诊检查流程的各项护理服务满意度评分均高于对照组,差异均有统计学意义(P<0.05);研究组护理人员各项护理质量评分高于对照组,差异均有统计学意义(P<0.05)。结论在急诊就诊活动中对就诊人员实施护患沟通技巧培训后的护理管理服务,可缩短急诊挂号等待时间,提升患者就诊体验,改善医患关系,提高护理人员护理质量,降低急诊医疗投诉,有利于急诊科室发展,对医院形象有积极影响。

Objective To explore the impact of communication skills between nurses and patients on emergency registration waiting time and dispute incidents,so as to provide a reference for improving doctor-patient relationships and raising the quality of medical services.Methods Overall,350 patients who visited the emergency department of Shijie Hospital of Dongguan City from January to December 2020 were selected as the control group and received routine emergency medical services.At the beginning of 2021,the emergency department of Shijie Hospital of Dongguan City implemented nursing reform and upgrade.A total of 350 patients who visited the hospital's emergency department from January to June 2021 were selected as the study group,and nurses provided medical services after receiving training in communication skills with patients.The waiting time for emergency registration,incidence of emergency disputes,quality of doctor-patient relationships,nursing quality scores,and degree of satisfaction with nursing services for the emergency examination process were compared before and after the implementation of communication skills in emergency care.Results The waiting time for emergency registration in the study group was shorter than that in the control group;the incidence of dispute incidents was lower than that in the control group;and the quality of doctor-patient relationships in the study group was higher than that in the control group,all with statistically significant differences(P<0.05).The scores for the degree of satisfaction with nursing services in various aspects of the emergency examination process were significantly higher in the study group than in the control group(P<0.05).The nursing quality scores of the nursing staff in the study group were significantly higher than those in the control group(P<0.05).Conclusion Implementing nursing management services with communication skills training for patients in emergency care activities can shorten the waiting time for emergency registration,enhance the patient's experience,promote doctor-patient relationships,raise the nursing quality of the nursing staff,reduce medical complaints in the emergency department,and contribute to the development of the emergency department,positively impacting the hospital's image.