门诊输液室的护患沟通技巧

目的:探讨门诊输液室的护患沟通技巧及应用效果。方法:抽选2014年2月-2016年5月我院门诊输液室收治的256例输液患者,对照组行常规护理,观察组成立沟通小组并进行系统培训后在门诊输液室护理中采取沟通技巧,培训前后对门诊输液室护士的护患沟通技巧掌握情况进行考核,统计合格率,同时对比观察组和对照组的护患纠纷发生率及护理满意度。结果:门诊输液室共有护士18人,问卷收回有效率为100.0%,培训后护士护患沟通技巧掌握情况考核合格率明显高于培训前,其观察组护患纠纷发生率、护理满意度明显优于对照组(88.9%vs66.1%,1.6%vs5.5%,95.3%vs88.3%),P<0.05,有统计学意义。结论:护患沟通技巧可有效降低门诊输液室护患纠纷发生率,提高护理满意度,值得临床推广。

Objective: To study the nurse-patient communication skill and its effect in outpatient infusion room. Methods: A total of 256 infusion patients were enrolled from February 2014 to May 2016 in the infusion room of the outpatient clinic. The control group received routine nursing and the observation group established the communication group and trained in the outpatient infusion room., Nurses before and after the training room nurses nurse communication skills to master the situation assessment, statistical pass rate, and the observation group and control group compared the incidence of nurse-patient disputes and care satisfaction. Results: There were 18 nurses in the outpatient infusion room. The effective rate of the questionnaire was 100.0%. The qualified rate of nurses ’nurses’ communication skill was significantly higher than that of the nurses before the training. The incidence of nurse-patient disputes and nursing satisfaction(88.9% vs 66.1%, 1.6% vs5.5%, 95.3% vs88.3%), P <0.05, statistically significant. Conclusion: Nurse-patient communication skills can effectively reduce the incidence of nurse-patient disputes in outpatient infusion room and improve nursing satisfaction, which is worthy of clinical popularization.