全程优质护理对提高体检中心残障人士体检者满意度的效果分析

刘佳　张冰　赵丽　孙绪娜　孙春华

【摘要】 目的：探讨全程优质护理对提高体检中心护理质量及体检者满意度的效果。方法：选取2017年10月-2019年9月在山东大学齐鲁医院健康體检中心接受体检的240例残障人士为研究对象，按照时间顺序分为试验组及对照组，各120例，试验组实施全程优质护理，对照组实行常规体检护理，采用焦虑自评量表（self-rating anxiety scale，SAS）对两组体检过程中负性情绪进行评价，对比分析两组护理质量及体检满意度。结果：试验组体检前等待时间、总体检时间均短于对照组，试验组SAS评分低于对照组，差异均有统计学意义（P<0.05）。试验组体检项目宣教满意度评分、体检流程合理性评分、体检环境满意度评分、个人隐私保密满意度评分均高于对照组，差异均有统计学意义（P<0.05）。试验组体检依从率（95.83%）高于对照组（81.67%），试验组护理意外事件发生率、护理纠纷事件发生率、护理投诉发事件生率均低于对照组，差异均有统计学意义（P<0.05）。结论：全程优质护理能有效提高残障人士体检过程中的护理质量，降低不良事件发生率，从而提高残障人士的体检满意度。

【关键词】 全程优质护理 体检中心 残障人士 满意度

doi：10.14033/j.cnki.cfmr.2020.18.033 文献标识码 B 文章编号 1674-6805（2020）18-00-03

Effect Analysis of Whole-process High-quality Nursing to Improve the Satisfaction of Disabled People in Physical Examination Center/LIU Jia， ZHANG Bing， ZHAO Li， SUN Xuna， SUN Chunhua. //Chinese and Foreign Medical Research， 2020， 18（18）： -79

[Abstract] Objective： To investigate the effect of whole-process high-quality nursing care to improve satisfaction of disabled people who received physical examination. Method： A total of 240 disabled cases who underwent physical examination in Qilu Hospital of Shandong University from October 2017 to September 2019 were selected， and were divided into the experimental group （n=120） and the control group （n=120） according to the time sequence. The experimental group was implemented with whole-process high-quality nursing care and the control groups was implemented with routine nursing care. The self-rating anxiety scale （SAS） was used to evaluate the negative emotions in the physical examination of the two groups， and the nursing quality and physical examination satisfaction of the two groups were compared and analyzed. Result： The waiting time and overall examination time in the experimental group were shorter than those in the control group， and the SAS score in the experimental group was lower than that in the control group， the differences were statistically significant （P<0.05）. The satisfaction scores of publicity and education， rationality of physical examination process， physical examination environment and personal privacy in the experimental group were all higher than those in the control group， the differences were statistically significant （P<0.05）. The medical examination compliance rate in the experimental group （95.83%） was higher than that in the control group （81.67%）， the incidence of nursing accidents， nursing disputes and nursing complaints in the experimental group were lower than those in the control group， the differences were statistically significant （P<0.05）. Conclusion： The whole-process high-quality nursing can significantly improve the satisfaction of disabled people who received physical examination.

[Key words] Whole-process high-quality nursing care Physical exam center Disabled people Satisfaction

First-authors address： Qilu Hospital of Shandong University， Jinan 250012， China

國家“十二五”规划中明确指出将关爱残障人士的切身利益作为和谐社会主义的一个重要内容[1]。近年来健康体检越来越受到重视，但残障人士由于其身体条件特殊，成为体检工作中的难点[2]。确保残障人士的社会正义，并根据他们的权利和尊严为他们提供优质护理，这是护理最重要的作用之一[3]。除了提供优质护理外，护士对残障人士的积极态度也很重要，可以在照顾残障人士并对他们采取行动方面产生积极影响[4]。笔者所在医院健康管理中心采用全程优质护理，显著提高了体检过程中残障人士的护理质量及体检满意度，现报告如下。

1 资料与方法

1.1 一般资料

选取2017年10月-2019年9月在笔者所在医院健康管理中心接受体检的240例残障人士体检者。纳入标准：能够配合完成体检项目;具备基本的听说能力或读写能力。……