门诊导诊护理工作中医患沟通意义

林梅宁 林艺红

【摘要】 目的：探析门诊导诊护理工作中加强医患沟通的临床意义。方法：选取2019年1-6月笔者所在医院门诊导诊的180例患者，依据抽签法分为对照组（n=90）与试验组（n=90），对照组给予常规护理，试验组在对照组基础上加强医患沟通。对两组干预前后心理状态、投诉率及满意度进行比较。结果：两组干预前焦虑、抑郁评分对比，差异均无统计学意义（P>0.05）;试验组干预后焦虑、抑郁评分均显著低于对照组（P<0.05）。试验组投诉率为2.22%，低于对照组的11.11%（P<0.05）。试验组满意度为97.78%，高于对照组的85.56%（P<0.05）。结论：门诊导诊护理工作中加强医患沟通的效果显著，能够进一步改善患者心理状态，减少投诉，提高满意度，值得临床推广应用。

【关键词】 门诊导诊 护理工作 医患沟通 心理状态 投诉率

doi：10.14033/j.cnki.cfmr.2020.10.026 文献标识码 B 文章编号 1674-6805（2020）10-00-02

Significance of Doctor-patient Communication in Nursing Work of Outpatient Consultation/LIN Meining， LIN Yihong. //Chinese and Foreign Medical Research， 2020， 18（10）： -65

[Abstract] Objective： To explore the clinical significance of strengthening doctor-patient communication in nursing work of outpatient consultation. Method： A total of 180 patients in the outpatient department of our hospital from January to June 2019 were selected and divided into the control group （n=90） and the experimental group （n=90） according to the drawing method. The control group was given routine nursing. On this basis， the experimental group strengthened doctor-patient communication. The psychological state before and after intervention， complaint rate and satisfaction were compared between the two groups. Result： The scores of anxiety and depression before intervention were compared between the two groups， and the difference was not statistically significant （P>0.05）. The scores of anxiety and depression in the experimental group after intervention were significantly lower than those of the control group （P<0.05）. The complaint rate was 2.22% in the experimental group， which was lower than 11.11% of the control group （P<0.05）. The satisfaction of the experimental group was 97.78%， which was higher than 85.56% of the control group （P<0.05）. Conclusion： The effect of strengthening doctor-patient communication in nursing work of outpatient consultation is significant， which can further improve the patients psychological state， reduce complaints， and improve the satisfaction. It is worthy of clinical application.

[Key words] Outpatient consultation Nursing work Doctor-patient communication Psychological state Complaint rate

First-authors address： Women and Childrens Hospital Affiliated to Xiamen University， Xiamen 361003， China

門诊作为医院的门面，是医院中非常重要的科室，也是患者来院后最先接触的科室，其护理质量与医院整体工作质量有着直接关系[1]。在现代社会中，沟通是人类感情、思想传递与反馈的重要途径，在日常生活与工作中发挥着十分重要的作用。因此，在门诊导诊护理工作中加强医患沟通不仅可以增强患者就医信心，还可以增强患者及家属对医护人员的信任感，树立良好的医患关系。基于此，本文对2019年1-6月笔者所在医院门诊导诊的180例患者进行分组研究，进一步探讨医患沟通的临床意义，总结如下。