护患沟通技巧在门诊输液室的应用与体会

目的探讨护患沟通技巧掌握程度对提高门诊输液室护理质量的效果。方法 2010年7月至2010年12月对护理人员进行以语言沟通技巧和非语言沟通技巧为主要内容的护患沟通技巧培训,培训结束后采用问卷调查比较护士对护患沟通技巧的掌握程度以及患者对护理服务的满意度。结果护士对护患沟通技巧的掌握程度又培训前的60%提高到培训后的90%,护患沟通技巧培训前,患者对护理服务的满意度由培训前的64.7%提高到培训后的96.7%,前后比较具有统计学意义(P<0.05)。结论护士熟练掌握护患沟通技巧,能够显著提高护理操作技能,显著提高护理服务质量。

Application and Experience of Nurse-Patient Communication Techniques in Outpatient Infusion Room

Objective To explore the effect of nurse-patient communication techniques on improving nursing quality in outpatient infusion room. Methods The nurses were trained with nurse-patient communication techniques including verbal communication skills and non-verbal communication skills from July 2010 to December 2010; and a survey was made to investigate the nurses’ mastery of nurse-patient communication techniques and patients’ satisfaction of nursing services before and after the training. Results The nurses’ mastery of nurse-patient communication techniques increased to 90% after training from 64% before training, and the patients’ satisfaction of nursing services increased to 96.7% after training from 64.7% before training, with comparatively statistical significance (P <0.05). Conclusion Nurses mastering of nurse-patient communication techniques can significantly improve the nursing skills and nursing quality.