目的:分析在门诊管理中双向沟通的原理及应用效果。方法:选取2011年1月~2012年1月期间我院收治的65例门诊患者,根据患者提出的意见进行分类,对于各种问题应给予适当的回应及解答。结果:在双向沟通的活动中一共收集有效建议35条,有23条建议得到了采纳,5条建议仍然在讨论中,有7条建议不在政策范围之内。结论:双向沟通可以缓解护患之间的矛盾,降低患者投诉事件发生,改善门诊服务质量,提高患者满意度,同时双向沟通的实施引起社会广泛的关注,提升我院诚信度。 Objective: To analyze the principle and effect of bi-directional communication in outpatient management. Methods: Sixty-five outpatients admitted in our hospital from January 2011 to January 2012 were selected according to the opinions of patients. Appropriate responses and answers should be given to various problems. Results: A total of 35 valid suggestions were collected during the two-way communication, 23 were adopted, 5 were still under discussion and 7 were outside the scope of the policy. Conclusion: Two-way communication can relieve the contradiction between nurses and patients, reduce the incidence of patient complaints, improve outpatient service quality and improve patient satisfaction. At the same time, the implementation of two-way communication has aroused widespread social concern and enhances the credibility of our hospital.