保健医学研究与实践2023，Vol.20Issue(z2)：137-139,3.DOI:10.11986/j.issn.1673-873X.2023.S2.38
护患沟通技巧对急诊挂号等候时间及纠纷事件的影响
Effect of nurse-patient communication skills on waiting time for registration and disputes in emergency departments
摘要
Abstract
Objective To explore the impact of communication skills between nurses and patients on emergency registration waiting time and dispute incidents,so as to provide a reference for improving doctor-patient relationships and raising the quality of medical services.Methods Overall,350 patients who visited the emergency department of Shijie Hospital of Dongguan City from January to December 2020 were selected as the control group and received routine emergency medical services.At the beginning of 2021,the e-mergency department of Shijie Hospital of Dongguan City implemented nursing reform and upgrade.A total of 350 patients who visited the hospital's emergency department from January to June 2021 were selected as the study group,and nurses provided medical services after receiving training in communication skills with patients.The waiting time for emergency registration,incidence of emergency dis-putes,quality of doctor-patient relationships,nursing quality scores,and degree of satisfaction with nursing services for the emergency examination process were compared before and after the implementation of communication skills in emergency care.Results The waiting time for emergency registration in the study group was shorter than that in the control group;the incidence of dispute incidents was lower than that in the control group;and the quality of doctor-patient relationships in the study group was higher than that in the control group,all with statistically significant differences(P＜0.05).The scores for the degree of satisfaction with nursing services in various aspects of the emergency examination process were significantly higher in the study group than in the control group(P＜0.05).The nursing quality scores of the nursing staff in the study group were significantly higher than those in the control group(P＜0.05).Conclusion Implementing nursing management services with communication skills training for patients in emergency care activities can shorten the waiting time for emergency registration,enhance the patient's experience,promote doctor-patient relation-ships,raise the nursing quality of the nursing staff,reduce medical complaints in the emergency department,and contribute to the de-velopment of the emergency department,positively impacting the hospital's image.关键词
护患沟通技巧/急诊挂号/等候时间/纠纷事件Key words
Nurse-patient communication skills/Emergency registration/Waiting time/Disputes分类
医药卫生引用本文复制引用
周少贤,杜婉燕,胡礼琼..护患沟通技巧对急诊挂号等候时间及纠纷事件的影响[J].保健医学研究与实践,2023,20(z2):137-139,3.基金项目
东莞市社会发展科技项目(20211800902172). （20211800902172）
