优化门诊就诊服务流程对减少护理隐性投诉的效果分析

Effect Analysis of Optimized Outpatient Service Processes for Reducing Hidden Nursing Complaints

目的研究优化门诊就诊服务流程对减少护理隐性投诉的效果。方法将2021年3月—2023年1月在本院门诊就诊的88例患者按照随机数表法分为两组,对照组(44例)采用常规就诊流程,研究组(44例)采用优化就诊服务流程,比较两组门诊就诊各环节时间、护患纠纷情况、患者心理状态及护理满意度。结果研究组候诊、就诊、取药时间较对照组均更短,差异有统计学意义(P<0.05)。研究组护患纠纷发生率较对照组更低,组间差异有统计学意义(P<0.05)。研究组心境状态量表(POMS)评分较对照组更低,组间差异有统计学意义(P<0.05)。研究组护理满意度评分较对照组更高,组间差异有统计学意义(P<0.05)。结论优化门诊就诊服务流程能够有效缩短门诊就诊各环节时间,改善患者就诊心理状态,减少护理隐性投诉与护患纠纷。

Objective To study effect of optimized outpatient service processe on reducing implicit nursing complaints.Methods The paper divided 88 patients in outpatient department of our hospital from March 2021 to January 2023 into two groups with random number table method.Control group(44 cases)was treated with routine medical procedures,while study group(44 cases)with optimized medical services.Outpatient time at each stage,nurse patient dispute,psychological status,and nursing satisfaction degree was compared between two groups.Results Waiting time,visiting time,and medication collection time of study group was shorter than control group(P<0.05).Incidence of nurse patient disputes and POMS scores in study group were lower than control group,while nursing satisfaction degree was higher than control group(P<0.05).Conclusion Optimized outpatient service process can shorten outpatient time at each stage,improve psychological state of seeking medical treatment,and reduce hidden nursing complaints and nurse patient disputes effectively.