万梅，候艳，吕娜珺青岛市市立医院东院区五官科，山东青岛　266071

体验式服务在眼科护理管理中的应用

万梅，候艳，吕娜珺
青岛市市立医院东院区五官科，山东青岛266071

目的 对眼科护理管理中应用体验式服务的效果进行分析研究。方法 选取于2014年3月—2016年1月期间该院眼科的54例护理人员作为该次的研究对象，并随机分为参照组和实验组各27例，对分别应用常规护理管理和体验式服务管理的效果进行对照研究。结果 实验组护理人员的基础护理合格率、护理文书书写合格率、护理技术操作合格率、患者护理满意度评分、护理质量评分、护理操作准确评分均明显高于参照组，护理差错发生率、护患纠纷发生率明显低于参照组，组间差异有统计学意义（P＜0.05）。结论 眼科护理管理中应用体验式服务的效果十分理想，能够大大提高护理管理效果，对于提高患者对护理服务的满意度以及降低护理差错发生率、护患纠纷发生率均具有至关重要的作用。

体验式服务；眼科护理管理；应用效果

［Abstract］Objective To analyze and research the effect of the application of experiential service in the nursing management in the department of ophthalmology.Methods 54 cases of nursing personnel in the department of ophthalmology in our hospital from March 2014 to January 2016 were selected as the research objects and randomly divided into two groups with 27 cases in each，the control group adopted routine nursing management，the experimental group adopted experiential service management，and the effect was compared and researched.Results The basic nursing qualified rate，nursing paperwriting qualified rate，nursing technical operation qualified rate，nursing satisfactory score of patients，nursing quality score and nursing operation accurate scores in the experimental group were obviously higher than those in the control group and the incidence rates of nursing error and doctor-patient disputes in the experimental group were obviously lower than those in the control group with statistical significance（P＜0.05）.Conclusion The effect of the application of experiential service in the nursing management in the department of ophthalmology is very ideal，which can greatly improve the nursing management effect，and it is vital to improving the satisfactory degree of patients and reducing the incidence rate of nursing errors.

［Key words］Experiential service；Nursing management in the department of ophthalmology；Application effect

眼科患者一般会存在视野缺失、视力障碍等诸多问题，对日常工作、学习以及生活均造成了严重的影响，因此患者经常存在紧张、害怕、抑郁、焦虑不安、恐惧、暴怒等严重的心理障碍，传统的护理管理模式已经无法满足眼科患者的需求［1］。该院将体验式服务应用于2014年3月—2016年1月期间该院眼科护理人员的护理管理工作中，效果满意，现报道如下。

1　资料和方法

1.1一般资料

选取于2014年3月—2016年1月期间该院眼科的54例护理人员作为该次的研究对象，根据随机双盲原则将以上护理人员通过掷币法1：1随机分为参照组和实验组各27例，参照组中男性、女性人数分别是2例和25例；……