人文关怀护理服务在多学科联合门诊护理工作中应用效果分析

张建 李仪 徐燕 何吟琪 纪洁

[摘要] 目的 探討人文关怀护理服务在多学科联合门诊护理工作中应用效果和价值。 方法 2016年1—12月期间，护理人员按照常规护理方法护理，2017年1—12月期间，在常规护理基础上进行人文关怀护理。比较两个阶段内，随机选取的12位护理人员在护理文书、服务态度、专业技能等方面的评分以及综合评分;同时选取2016年1—12月的271例患者和2017年1月—2017年12月的407例患者，进行护理满意度问卷调查，比较两组患者对护理服务的满意度。 结果 实施人文关怀护理服务后，护理人员在护理文书、服务态度及综合评价等方面的评分显著高于实施前，差异无统计学意义（t=3.357、5.158、3.853，P<0.05）;两个时期内，护理人员在专业技能上的评分差异无统计学意义（t=0.263，P>0.05）。实施人文关怀护理后，满意者277例，较满意130例，总满意率为100.0%;实施前满意135例，显著低于实施后;较满意98例，组间比较无明显差异;不满意38例，显著高于实施后;满意率86.0%，显著低于实施后，组间比较差异有统计学意义（P<0.05）;干预前，门诊部门投诉等不良事件发生4件，其中护理纠纷3件，干预后，门诊部未发生不良事件，差异有统计学意义（χ2=3.212，P<0.05），可见人文关怀护理服务可有效降低不良事件发生率。 结论 人文关怀护理服务在多学科联合门诊护理工作中应用效果良好，可有效改善护理服务质量，并提高护理满意度，在临床上值得借鉴。

[关键词] 人文关怀;门诊护理;多学科护理

[中图分类号] R5          [文献标识码] A          [文章编号] 1674-0742（2018）08（c）-0128-03

Analysis on Application Effect of Humanistic Care Nursing Service in Nursing Work of Multidisciplinary Joint Outpatient Clinic

ZHANG Jian， LI Yi， XU Yan， HE Yin-qi， JI Jie

Outpatient Department， Nantong Sixth People's Hospital， Nantong， Jiangsu Province， 226011 China

[Abstract] Objective To explore the application effect and value of humanistic nursing care in multidisciplinary outpatient nursing. Methods From January to December 2016， nurses were treated according to routine nursing care. From January to December 2017， nursing care was carried out on a regular basis. Comparing the scores and comprehensive scores of nursing staff， service attitudes， and professional skills among the 12 nurses randomly selected during the two phases; and selecting 271 patients from January to December 2016 and January to December 2017 of the 407 patients， a questionnaire survey on nursing satisfaction was conducted to compare the satisfaction of nursing care services between the two groups. Results After the implementation of humanistic nursing care service， the nursing staff scores were significantly higher in nursing papers， service attitudes and comprehensive evaluation than before implementation，the difference was statitically signficant（t=3.357， 5.158， 3.853， P<0.05）; in two periods， There was no significant difference in nursing staff's professional skills scores（t=0.263， P>0.05）. After the implementation of humanistic care， 277 patients were satisfied， 130 were satisfactory， and the total satisfaction rate was 100.0%; 135 cases were satisfactory before implementation， significantly lower than those after implementation; 98 cases were satisfactory， and there was no significant difference between groups. 38 cases were not satisfied， significantly higher than after implementation; satisfaction rate was 86.0%， significantly lower than after implementation， the difference between the groups was significant（P<0.05）. Before the intervention， there were 4 adverse events such as complaints from the outpatient department， including 3 care disputes. After the intervention， no adverse events occurred in the outpatient department， χ2=3.212， P<0.05. It can be seen that the humanistic care service can effectively reduce adverse events. Conclusion The humanistic care service has a good effect in multi-disciplinary joint out-patient nursing. It can effectively improve the quality of nursing services and improve nursing satisfaction. It is worthy of reference in clinical practice.

[Key words] Humanistic care; Outpatient care; Multidisciplinary care

多学科联合门诊是一种新的门诊方式，是多科室专家同时对患者进行会诊，综合评价、诊断患者的疾病，提出诊疗方案。由于门诊人流量大，患者多，疾病杂，护理工作繁重，保障护患沟通、构建和谐护患关系是保障护理质量的关键。人文关怀护理服务强调以人為本，提供更人性化、个性化的护理服务[1-2]。该研究随机选择2016年1月—2017年12月期间收治的678例患者作为研究对象，将人文关怀护理服务应用于多学科联合门诊护理工作中，效果良好，现将报道如下。……