摘要
目的:通过调查门诊导医护士对人际沟通的认知及应用情况以提高医疗服务质量,营造和谐的护患关系。方法:随机抽取成都市四家三级甲等医院门诊导医护士30名,采用自制问卷进行调查及面对面访谈。结果:在工作中80.00%的护士会比较注意语言规范及相关礼仪,但仍有50.00%的护士不会主动运用沟通技巧。导医工作中产生误解的情况占到了被调查者的93.33%,其中43.33%的护士归因于咨询者文化水平和理解能力有限,认为是自己表达不清或护患沟通不畅的占36.66%。对于人际沟通大部分护士只有模糊的概念,不能全面地了解沟通的相关内涵。在提高自身人际沟通能力上不主动,原因主要为工作繁忙和资源的缺乏。结论:医院及有关职能部门应从多方面入手提高门诊导医护士的综合素质及人际沟通能力,使其在更好地服务患者的同时营造良好的护患关系,提高护理服务质量。
Objective： To improve the quality of the medical service and build up a harmonious relationship between the staff nurses and the patients, through the investigation of the cognition and application status of interpersonal communication in outpatient service. Methods ： The survey was conducted among 30 nurses from four third grade first - class hospitals in Chengdu at random, by means of questionnaire and face to face communication. Results ：80% df the medical staff were relatively aware of the importance of being verbal friendly and observe working ethics, whereas 50% of them were inactive with communication techniques. The misunderstanding rate in outpatient consultancy reaches 93.33%, 43.33% of which attributed to the low literacy and understanding ability of consulters, 36.66% of which believe that the misunderstanding occurs due to the failure of clear explanation from the medical part. Conclusion ： The hospital management and related administration department should employ various means to improve the services and interpersonal communication competence for medical staff, which could better serve the patients, create harmonious hospital -patient relation, and improve the service quality of nursing.
出处
《护理实践与研究》
2012年第2期138-140,共3页
Nursing Practice and Research
基金
成都医学院2010年大学生创新实验项目(ZH2010008)
关键词
门诊导医
人际沟通
护患关系
Outpatient service
Interpersonal communication
Relationship of nurse and patient
