社区医患关系沟通技巧及满意度的探讨

目的探讨社区医疗服务中的医患沟通技巧。方法在社区医患沟通技巧培训前后各选择500例患者进行医疗满意度调查,并分析调查问卷中对医疗满意度的主要影响因素。结果观察组满意例数明显多于对照组（P〈0.05）,不满意例数明显少于对照组（P〈0.05）,观察组患者对医护人员评分在医疗过程中是否认真倾听、医疗过程中的语言和语气、介绍病情是否全面和细致3方面评分明显高于对照组（P〈0.05）。结论社区医疗服务过程中,倾听患者陈诉、注意与患者沟通时的语气以及用语分寸,详细、全面、细致地为患者解答病情,能有效增进医患关系。

Communication skill and satisfaction of doctor-patient relationship in community

Objective To investigate the communication skill and satisfaction of doctor-patient relationship in community. Methods Five hundred case before and after the training in community were respectively chosen and given the health care satisfaction surveys and questionnaires on satisfaction with health care, and the main factors of the satisfaction with health care were analyzed. Results The number of satisfied patients of the observation group were more than control group (P < 0.05), the number of dissatisfied patients were less than the control group (P < 0.05), the scores of medical workers in the medical procedures(listening to the medical, language and tone, introducing conditions roundly and detailedly)of observation group were significantly higher than the control group (P < 0.05). Conclusion In the process of community medical services, listening to patients, paying attention to the tone when communicating with patients, explaining the condition of disease to patients roundly and detailedly can effectively enhance doctor-patient relationship.