聂莉华江西省丰城市人民医院，江西丰城　331100

优质护理服务在门诊预检分诊中的应用及体会

聂莉华
江西省丰城市人民医院，江西丰城331100

目的探讨门诊预检分诊开展优质护理服务的效果，以提升服务质量，提高服务效率。 方法选取2015年2月门诊就诊患者500例为对照组，按常规分诊方法进行分诊；选取2015年5月门诊就诊患者500例为观察组，在常规分诊方法基础上采用优质护理服务，包括转变服务观念、做好心理护理、进行健康宣教。比较两组因分诊失误而发生的挂错号、投诉率及患者满意度。结果观察组挂错号比率低于对照组，差异具有统计学意义（χ2= 6.342，P＜0.05）；观察组无一例投诉，显著低于对照组的投诉率，差异具有统计学意义（χ2=4.363，P＜0.05）；观察组患者满意度达97.0%，显著高于对照组，差异具有统计学意义（χ2=8.231，P＜0.05）。结论优质护理服务能明显提高门诊预检分诊质量，提高工作效率，提升患者满意度，使医院获得良好的经济效益和社会效益。

优质护理服务；门诊预检分诊；满意度；投诉

［Abstract］Objective To exp1ore app1ication and experience of high qua1ity nursing service in outpatients pre diagnosis，to improve service qua1ity and service efficiency.Methods A tota1 of 500 cases outpatients were se1ected as the contro1 group in February 2015，were treated with conventiona1 method diagnosing triage；500 cases outpatients were se1ected as the observation group in May 2015，were treated with the high qua1ity of nursing service based on the conventiona1 diagnosis method，inc1uding the change of service concept，good psycho1ogica1 care，hea1th education.The wrong number of errors and the occurrence of fa1se numbers，comp1aints rate and patient satisfaction were compared between two groups.Results The wrong number rate in observation group was significant1y 1ower than the contro1 group，there was significant difference（χ2=6.342，P＜0.05），and no customer comp1aints in observation group，was 1ower than that of contro1 group，the difference was significant（χ2=4.363，P＜0.05），and the satisfaction in observation group was 97.0%，significant1y higher than that of the contro1 group，the difference was significant（χ2=8.231，P＜0.05）.Conclusion The qua1ity of nursing service can significant1y improve outpatients pre triage qua1ity，improve work efficiency，improve patients satisfaction，the hospita1 can obtain good economic benefit and socia1 benefit.

［Key words］High qua1ity nursing service；Outpatient triage；Satisfaction；Comp1aints

预检分诊是门诊患者就诊的第一站，其准确、及时与否，不仅涉及患者能否得到快速、有效的诊治，也直接反映了门诊的管理水平和预检护士的业务能力［1］。我院为了迎接等级评审，同时为了在激烈的市场竞争中立于不败之地，护理部倡导在全院各科开展优质护理服务。优质护理是一种新的护理模式，它将服务理念贯穿于整个护理过程中，在为患者提供优质护理服务的同时，将“以病人为中心”提升到“以病人健康为中心”的高度，促进了护理事业的发展［2］。……