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目的探讨感动服务在儿科门诊护理服务工作中的应用效果。方法选取2016年1~5月在儿科门诊就诊的328例患儿陪护家属设为观察组,选取2015年8~12月门诊就诊的329例患儿陪护家属设为对照组,采用问卷调查形式,统计分析2组家属对门诊护士护理服务的满意度、护理投诉率。结果观察组对护士的服务规范、健康教育、候诊的满意度均高于对照组,投诉率明显低于对照组,差异均有统计学意义(P<0.01)。结论儿科门诊感动服务的实施,可显著提高家属对护理服务的满意度,减少护理投诉的发生。
Objective To explore the application effect of moving service in pediatric outpatient nursing service. Methods A total of 328 children with accompanying caregivers in pediatric outpatient department from January to May in 2016 were selected as the observation group. A total of 329 children accompanying their relatives from August to December in 2015 were selected as the control group. According to questionnaire, Statistical analysis of two groups of family members outpatient nurses nursing satisfaction, nursing complaints rate. Results The service standard, health education and waiting-list satisfaction of the nurses in the observation group were all higher than those in the control group, and the complaint rate was significantly lower than that of the control group (P <0.01). Conclusion The implementation of pediatric outpatient services can significantly improve family members’ satisfaction with nursing services and reduce the incidence of nursing complaints.