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目的:探讨双向沟通原理在门诊护理管理中的应用价值。方法:2014年5月~2015年2月医院未实施双向沟通原则之前在门诊患者中随机抽取100例作为对照组,2015年3~12月实施双向沟通原则后的门诊患者100例作为观察组,比较双向沟通原理实施前后门诊患者对护理工作的满意度和医疗、护理纠纷发生率。结果:观察组患者对护理沟通反馈、健康宣教、疑问解答及工作态度满意度分别为94.50%、94.00%、95.00%、93.50%,与对照组的80.00%、75.50%、76.00%、77.50%比较均显著提高(P<0.05);观察组护理医疗纠纷发生率为0%,与对照组的4.50%比较,差异显著(P<0.05)。结论:双向沟通原理在门诊护理管理中的应用,在显著提高门诊患者护理满意度的同时,还能降低医疗护理纠纷发生率,是一种有效的沟通方式。
Objective: To explore the application value of two-way communication in outpatient care management. Methods: From May 2014 to February 2015, 100 outpatients were randomly selected as the control group before the hospital implemented the principle of two-way communication. From March 2015 to December 2015, 100 outpatients with bidirectional communication principle were selected as the observation group. Comparison of two-way communication between the implementation of the outpatient service before and after the nursing satisfaction and medical care, nursing disputes. Results: The satisfaction rate of nursing communication feedback, health education, question answering and work attitude in the observation group was 94.50%, 94.00%, 95.00% and 93.50% respectively, which was significantly higher than that of the control group (80.00%, 75.50%, 76.00%, 77.50%) (P <0.05). The incidence rate of nursing medical disputes in the observation group was 0%, which was significantly different from that of the control group (4.50%, P <0.05). Conclusion: The application of two-way communication principle in outpatient care management can significantly reduce outpatient satisfaction and reduce the incidence of medical care disputes, which is an effective way to communicate.