廖春兰

[摘要] 目的 探讨妇幼保健院门诊导诊优质服务的应用措施及對患者满意度的影响。方法 本院从2015年12月开始在门诊导诊过程中实施优质服务。对比分析优质服务实施前后护患纠纷的发生情况、患者对门诊导诊工作的满意度、SAS评分及辅助检查等候时间。结果 与优质护理服务前相比，开展优质护理服务后护患纠纷发生率明显下降，而满意度明显上升，差异有统计学意义（P<0.05）；护理干预后SAS评分及辅助检查等候时间均明显少于护理干预前，差异有统计学意义（P<0.05）。结论 在门诊导诊中应用优质服务的护理模式效果较好，利于建立和谐稳定的护患关系，减少护患纠纷，提高患者满意度。

[关键词] 妇幼保健院；门诊导诊；优质服务；措施；满意度

[中图分类号] R19 [文献标识码] A [文章编号] 2095-0616（2017）14-238-03

Application measures of quality service in outpatient navigation of maternal and child health hospital and its effect on satisfaction of patients

LIAO Chunlan

Department of Hospital Guidance， Longgang Maternal and Children Health Hospital， Shenzhen 518172， China

[Abstract] Objective To explore the application measures of quality service in outpatient navigation of maternal and child health hospital and its effect on satisfaction of patients. Methods Quality service was offered in outpatient navigation of the hospital from December 2015. The occurrence of nurse-patient disputes before and after the implementation of quality service， satisfaction of patients with outpatient navigation， SAS score and waiting time for auxiliary examination were compared and analyzed. Results Compared with before the implementation of quality care， the incidence of nurse-patient disputes after the implementation of quality service was significantly decreased， while satisfaction was improved. The difference was statistically significant（P<0.05）. After nursing intervention， both SAS score and waiting time for auxiliary examination were shorter than those before nursing intervention. The difference was statistically significant（P<0.05）. Conclusion The nursing model， which applies quality service in outpatient navigation， has a good effect. It can help to establish harmonious and stable nurse-patient relationship， reduce nurse-patient disputes， and improve satisfaction of patients.

[Key words] Maternal and child health hospital； Outpatient navigation； Quality service； Measure； Satisfaction

妇幼保健院是一个专业性极强的服务性医院，近年来随着经济水平的不断发展，人们对医疗服务的质量提出了更高的要求[1]。门诊是医院的重要组成部分，也是对患者实施预防保健及诊疗的基础，而导诊护士是医疗活动的起点服务者。导医的言行举止、仪表、综合素养均代表着医院形象，服务水平与下一个医疗环节的工作质量有直接的联系[2]。因此，本研究中探讨了妇幼保健院门诊导诊优质服务的应用措施及对患者满意度的影响。结果报道如下。

1 资料与方法

1.1 一般资料

选取在我院担任门诊导诊工作的护士8人为研究对象，均为女性，年龄21～51岁，平均（33.2±5.8）岁。学历：大专5人、本科3人。职称：护士6人、主管护师2人。本院从2015年12月开始在门诊导诊的过程中实施优质服务。选取接受优质服务的门诊患者100例为观察组，年龄5～65岁，平均（35.5±10.8）岁；文化程度：小学及其以下16例，初中18例，高中25例，大专28例，大专以上13例。……