张冬梅 焉伟杰 彭靓

[摘要]目的：探讨传统沟通方式与个性化微信沟通方式在门诊面部年轻化患者诊疗过程中满意度比较。方法：选取2018年1月-12月在门诊行面部年轻化的80例女性患者，随机分为对照组和观察组，每组40例。对照组仅采用传统的操作前后健康教育;观察组在对照组健康教育的基础上，以微信为媒介，实现个性化沟通，对面部年轻化患者行一对一和点对点操作前咨询、沟通、操作后指导及解疑。比较两组患者满意度、依从性和就医回头率情况。结果：观察组患者治疗满意度、依从性和就医回头率均明显高于对照组，差异均有统计学意义（P<0.05）。结论：个性化微信沟通方式应用于门诊面部年轻化患者，可提高患者满意度，实现患者后续需求的延伸，增加患者就医回头率，值得临床整形美容门诊推广应用。

[关键词]个性化微信沟通方式;门诊治疗;面部年轻化;依从性;就医回头率

[中图分类号]R473    [文献标志码]B    [文章编号]1008-6455（2020）03-0159-03

Abstract： Objective  To explore the comparison of traditional communication methods and personalized WeChat communication methods in the diagnosis and treatment of outpatients with facial rejuvenation. Methods  Eighty female patients with facial rejuvenation in the outpatient department from January to December 2018 were randomly divided into the control group and the observation group， with 40 cases in each group. In the control group， only the traditional pre- and post-operational health education was used. Based on the health education of the control group， the observation group used WeChat as the medium to realize personalized communication. Through one-to-one and point-to-point consultation， communication， post operation guidance and troubleshooting for young patients in the face. The satisfaction， compliance and return rate to hospital of the two groups were compared. Results  The treatment satisfaction， compliance and return rate of to hospital patients in the observation group were significantly higher than those in the control group， the differences were statistically significant（P<0.05）. Conclusion  The application of personalized WeChat communication in the facial rejuvenation patients can improve the patient's awareness of treatment-related knowledge， improve patient satisfaction， achieve the extension of patients' subsequent needs， increase the patient's return rate， and is worthy of clinical plastic surgery promotion application.

Key words： personalized WeChat communication; outpatient treatment; facial rejuvenation; compliance; return rate to hospital

有效溝通，信息的及时传达和对称，对面部年轻化患者整体和自我认知至关重要。随着科学技术和移动互联网的高速发展，微信带来的新型信息、语音和视频沟通方式给我们的生活带来极大的便利，它让医护可以在第一时间了解患者的消息，让患者在第一时间可以得到有效咨询和解决问题的方式和方法[1]。笔者所在的门诊通过微信的应用对面部年轻化患者进行操作前宣教、操作后指导、解疑，实现医护与患者之间完整性、特异性、及时性的指导，得到患者广泛好评，现报道如下。

1  资料和方法

1.1 临床资料：选择2018年1月-12月在笔者门诊行面部年轻化的80例女性患者为研究对象。面部年轻化项目包括：二氧化碳激光、水光针、肉毒毒素注射、透明质酸注射等各类面部年轻化操作。……