中国医药导报
中國醫藥導報
중국의약도보
CHINA MEDICAL HERALD
2015年
15期
149-153
,共5页
急诊输液室%护患沟通%持续质量改进%护理质量%护士工作满意度
急診輸液室%護患溝通%持續質量改進%護理質量%護士工作滿意度
급진수액실%호환구통%지속질량개진%호리질량%호사공작만의도
Transfusion room%Nurse patient communication%Continuous quality improvement%Nursing quality%Nurse job satisfaction
目的：探讨“护患沟通指引”在急诊输液室持续质量改进中的应用效果。方法选择2012年6月~2013年6月深圳市盐田区人民医院急诊输液室600例患者和16名护士为研究对象，根据是否实施护患沟通分为实验组和对照组，2012年6月~2012年12月为对照组(300例患者、16名护士)，2013年1月~2013年6月设为实验组(300例患者、16名护士)。采用问卷调查的形式，比较两组护理质量、护理满意度、SCL-90评分与护患纠纷、护理人员工作满意度。对照组收回有效问卷(患者)286份，实验组收回有效问卷(患者)292份。结果①护理质量：实验组病房管理、药品器材管理、基础护理、安全管理、消毒隔离、护理文书等护理质量评分明显高于对照组[(97.02±4.25)比(91.86±3.20)分、(96.54±4.60)比(91.48±4.44)分、(96.74±5.54)比(91.06±5.21)分、(98.58±6.12)比(93.84±5.36)分、(97.28±5.20)比(94.12±4.52)分]，差异有统计学意义(t=7.802~13.457，P<0.05或P<0.01)；②护理满意度：实验组服务态度、业务技术、沟通交流、健康教育、巡视及时性等护理满意度明显高于对照组(94.86%比89.16%、96.23%比89.51%、94.18%比84.62%、93.15%比84.62%、93.15%比87.76%、93.84%比88.81%)，差异有统计学意义(字2=4.413~13.996，P<0.05或P<0.01)；③SCL-90评分与护患纠纷：实验组焦虑因子、人际关系敏感因子评分、护患纠纷率、患者投诉率均明显低于对照组[(12.15±2.14)比(23.51±3.12)分、(13.08±2.25)比(25.12±3.28)分，t =42.134、51.553，P<0.01；9.59%比14.69%、1.71%比4.55%，χ2=3.352、3.884，P<0.05]；④护士工作满意度：实验组个人及专业发展机会、被认可与表扬、成就感、工资与补贴、排班与工作条件、职业本身特点、管理与医院政策、人际关系、家庭与工作平衡、总分等评分明显高于对照组[(4.13±0.36)比(3.08±0.18)分、(4.35±0.28)比(3.12±0.26)分、(4.45±0.36)比(3.21±0.15)分、(3.85±0.41)比(2.45±0.32)分、(4.32±0.52)比(2.86±0.28)分、(4.44±0.46)比(3.12±0.10)分、(4.56±0.48)比(2.78±0.28)分、(4.55±0.51)比(3.08±0.36)分、(3.65±0.42)比(2.65±0.28)分、(4.35±0.42)比(3.35±0.25)]，差异有高度统计学意义(t=34.692~54.700，P<0.01)。结论护患沟通指引有助于提高护理工作质量，化解患者负性情绪，减少护患纠纷、患者投诉发生概率，提高患者满意度和护士工作满意度。
目的：探討“護患溝通指引”在急診輸液室持續質量改進中的應用效果。方法選擇2012年6月~2013年6月深圳市鹽田區人民醫院急診輸液室600例患者和16名護士為研究對象，根據是否實施護患溝通分為實驗組和對照組，2012年6月~2012年12月為對照組(300例患者、16名護士)，2013年1月~2013年6月設為實驗組(300例患者、16名護士)。採用問捲調查的形式，比較兩組護理質量、護理滿意度、SCL-90評分與護患糾紛、護理人員工作滿意度。對照組收迴有效問捲(患者)286份，實驗組收迴有效問捲(患者)292份。結果①護理質量：實驗組病房管理、藥品器材管理、基礎護理、安全管理、消毒隔離、護理文書等護理質量評分明顯高于對照組[(97.02±4.25)比(91.86±3.20)分、(96.54±4.60)比(91.48±4.44)分、(96.74±5.54)比(91.06±5.21)分、(98.58±6.12)比(93.84±5.36)分、(97.28±5.20)比(94.12±4.52)分]，差異有統計學意義(t=7.802~13.457，P<0.05或P<0.01)；②護理滿意度：實驗組服務態度、業務技術、溝通交流、健康教育、巡視及時性等護理滿意度明顯高于對照組(94.86%比89.16%、96.23%比89.51%、94.18%比84.62%、93.15%比84.62%、93.15%比87.76%、93.84%比88.81%)，差異有統計學意義(字2=4.413~13.996，P<0.05或P<0.01)；③SCL-90評分與護患糾紛：實驗組焦慮因子、人際關繫敏感因子評分、護患糾紛率、患者投訴率均明顯低于對照組[(12.15±2.14)比(23.51±3.12)分、(13.08±2.25)比(25.12±3.28)分，t =42.134、51.553，P<0.01；9.59%比14.69%、1.71%比4.55%，χ2=3.352、3.884，P<0.05]；④護士工作滿意度：實驗組箇人及專業髮展機會、被認可與錶颺、成就感、工資與補貼、排班與工作條件、職業本身特點、管理與醫院政策、人際關繫、傢庭與工作平衡、總分等評分明顯高于對照組[(4.13±0.36)比(3.08±0.18)分、(4.35±0.28)比(3.12±0.26)分、(4.45±0.36)比(3.21±0.15)分、(3.85±0.41)比(2.45±0.32)分、(4.32±0.52)比(2.86±0.28)分、(4.44±0.46)比(3.12±0.10)分、(4.56±0.48)比(2.78±0.28)分、(4.55±0.51)比(3.08±0.36)分、(3.65±0.42)比(2.65±0.28)分、(4.35±0.42)比(3.35±0.25)]，差異有高度統計學意義(t=34.692~54.700，P<0.01)。結論護患溝通指引有助于提高護理工作質量，化解患者負性情緒，減少護患糾紛、患者投訴髮生概率，提高患者滿意度和護士工作滿意度。
목적：탐토“호환구통지인”재급진수액실지속질량개진중적응용효과。방법선택2012년6월~2013년6월심수시염전구인민의원급진수액실600례환자화16명호사위연구대상，근거시부실시호환구통분위실험조화대조조，2012년6월~2012년12월위대조조(300례환자、16명호사)，2013년1월~2013년6월설위실험조(300례환자、16명호사)。채용문권조사적형식，비교량조호리질량、호리만의도、SCL-90평분여호환규분、호리인원공작만의도。대조조수회유효문권(환자)286빈，실험조수회유효문권(환자)292빈。결과①호리질량：실험조병방관리、약품기재관리、기출호리、안전관리、소독격리、호리문서등호리질량평분명현고우대조조[(97.02±4.25)비(91.86±3.20)분、(96.54±4.60)비(91.48±4.44)분、(96.74±5.54)비(91.06±5.21)분、(98.58±6.12)비(93.84±5.36)분、(97.28±5.20)비(94.12±4.52)분]，차이유통계학의의(t=7.802~13.457，P<0.05혹P<0.01)；②호리만의도：실험조복무태도、업무기술、구통교류、건강교육、순시급시성등호리만의도명현고우대조조(94.86%비89.16%、96.23%비89.51%、94.18%비84.62%、93.15%비84.62%、93.15%비87.76%、93.84%비88.81%)，차이유통계학의의(자2=4.413~13.996，P<0.05혹P<0.01)；③SCL-90평분여호환규분：실험조초필인자、인제관계민감인자평분、호환규분솔、환자투소솔균명현저우대조조[(12.15±2.14)비(23.51±3.12)분、(13.08±2.25)비(25.12±3.28)분，t =42.134、51.553，P<0.01；9.59%비14.69%、1.71%비4.55%，χ2=3.352、3.884，P<0.05]；④호사공작만의도：실험조개인급전업발전궤회、피인가여표양、성취감、공자여보첩、배반여공작조건、직업본신특점、관리여의원정책、인제관계、가정여공작평형、총분등평분명현고우대조조[(4.13±0.36)비(3.08±0.18)분、(4.35±0.28)비(3.12±0.26)분、(4.45±0.36)비(3.21±0.15)분、(3.85±0.41)비(2.45±0.32)분、(4.32±0.52)비(2.86±0.28)분、(4.44±0.46)비(3.12±0.10)분、(4.56±0.48)비(2.78±0.28)분、(4.55±0.51)비(3.08±0.36)분、(3.65±0.42)비(2.65±0.28)분、(4.35±0.42)비(3.35±0.25)]，차이유고도통계학의의(t=34.692~54.700，P<0.01)。결론호환구통지인유조우제고호리공작질량，화해환자부성정서，감소호환규분、환자투소발생개솔，제고환자만의도화호사공작만의도。
Objective To study application effect of nurse patient communication guide in transfusion room continuous quality improvement. Methods From June 2012 to June 2013, at Transfusion Room of Department of Emergency of Yan-tian People's Hospital of Shenzhen City, 600 patients and 16 nurses were selected and randomly divided into experi-mental group and the control group, according to implementing communication nurses and patients or not, during June 2012 to December 2012 was as the control group, during January 2013 to June 2013 was as experimental group. The questionnaire was used, nursing quality, nursing satisfaction, SCL- 90 score and dispute of nurses and patients, nurses job satisfaction in two groups were compared. In control group, 286 effective questionnaire (patients) were gotten, those in experimental group were 292. Results ①Nursing quality: ward management, pharmaceutical equipment, basic care, safety management, disinfection and isolation, nursing documents etc nursing quality score in experimental group were significantly higher than those in control group [(97.02±4.25) vs (91.86±3.2) scores, (96.54±4.60) vs (91.48±4.44) scores, (96.74±5.54) v s (91.06±5.21) scores, (98.58±6.12) v s (93.84±5.36) scores, (97.28±5.20) v s (94.12±4.52)scores],the dif-ferences were statistically significant (t=7.802-13.457, P< 0.05 or P < 0.01). ②Nursing satisfaction: service attitude, business technology, communication, health education, patrol timeliness etc nursing satisfaction in experimen-tal group were significantly higher than those in control group (94.86% vs 89.16%, 96.23% vs 89.51%, 94.18% vs 84.62%, 93.15% vs 84.62%, 93.15% vs 87.76%, 93.84% vs 88.81%), the differences were statistically significant (χ2= 4.413-13.996, P< 0.05 or P< 0.01). ③SCL-90 score and nurse dispute: anxiety factor, interpersonal sensitivity factor score of complaints, nurses patients disputes, patients complaints in experimental group were significantly lower than those in control group [(12.15±2.14) vs (23.51±3.12) scores, (13.08±2.25) vs (25.12±3.28) scores, t=42.134, 51.553, P < 0.01; 9.59% v s 14.69%, 1.71% v s 4.55%, χ2 = 3.352, 3.884, P < 0.05]. ④Nurses job satisfaction: personal and professional development opportunities, recognition and praise, accomplishment, scheduling and the working conditions, wages and subsidies, profession itself characteristics, management and hospital policy, interpersonal relationship, family and work balance, total score in experimental group were significantly higher than those in control group [(4.13±0.36) v s (3.08±0.18) scores, (4.35±0.28) v s (3.12±0.26) scores, (4.45±0.36) v s (3.21±0.15) scores, (3.85±0.41) v s (2.45±0.32) scores, (4.32±0.52) v s (2.86±0.28) scores, (4.44±0.46) v s (3.12±0.10) scores, (4.56±0.48) v s (2.78±0.28) scores, (4.55±0.51) v s (3.08±0.36) scores, (3.65±0.42) v s (2.65±0.28) scores, (4.35±0.42) v s (3.35±0.25) scores], the differences were statistically significant (t = 34.692-54.700, P< 0.01). Conclusion Nurse patient communication guide contributes to improve nursing quality, nurses and patients dissolve patients' negative mood, reduce nurses patients disputes, patients complaints, improve patient satisfaction and nurses job satisfaction.
