摘要
目的研究并探讨提高门诊咨询台护士语言沟通能力水平的方法及效果。方法研究对象选择我院门诊咨询台共15名护士,针对这15名门诊咨询台护士开展语言沟通技巧培训,对其进行心理教育和加强管理,比较培训前后门诊咨询台护士的工作压力指数、职场正念评分、职业满意度、工作幸福感指数,并在培训前后分别选取200例门诊患者进行调查,比较培训前后患者对护理服务的满意度。结果培训后,门诊咨询台护士的工作压力指数低于培训前(P<0.05),其职场正念评分、职业满意度、工作幸福感指数均较培训前提高(P<0.05)。培训后,门诊患者对门诊咨询台护士服务态度、咨询环境、语言沟通等方面的满意度评分均较培训前提高(P<0.05)。结论针对门诊咨询台护士开展语言沟通技巧培训,可有效提高患者对护理服务的满意度,促使护患关系更加融洽,有利于减轻门诊咨询台护士工作压力,使其职场正念、职业满意度、工作幸福感得以提升。
Objective To study and explore the methods and effects of improving the level of communication skills of nurses in the outpatient consultation desk. Methods The research object to choose the hospital outpatient service desk, a total of 15 cases, for the 15 clinic nurse reception for language communication skills training, psychological education and strengthen management, to compare the clinic nurse reception work pressure index before and after the training, workplace mindfulness grading work, job satisfaction and well-being index, and selecting the 200 clinic patients respectively before and after the training, the investigation, comparison of patients before and after the training of nursing service satisfaction. Results After training, the outpatient service desk nurse working pressure index was lower than that before training （P 〈 0.05）, the ratings workplace mindfulness, career satisfaction, job happiness index is significantly increased before training （P 〈 0.05）. After the training, the satisfaction scores of the outpatient patients on the service attitude, consultation environment, language communication and other aspects of the out-patient consultation desk were significantly improved （P 〈 0,05）. Conclusion According to the information desk outpatient nurses to carry out the language communication skills training, and can effectively improve patient satisfaction to nursing service, make more harmonious relationship between nurses and patients, is beneficial to relieve the clinic nurses job stress reception, make its work of mindfulness, job satisfaction, job happiness boost.
出处
《中国卫生标准管理》
2018年第4期193-195,共3页
China Health Standard Management
关键词
门诊咨询台
护士
语言沟通
培训
outpatient consultation desk
the nurse
languagecommunication
training
