摘要
目的研讨危机管理理论用于门诊护理管理工作中的效果。方法于本院门诊患者中抽取2019—2020年间50例患者为参比组,再择选2020—2021年间50例患者为研讨组。参比组患者实施常规门诊护理管理理论,研讨组实施危机管理理论。比较二组管理质量、患者投诉率及管理理论认可度。结果研讨组的服务态度、服务品质及交流能力分值均高于参比组(P<0.05);患者总投诉率低于参比组(2%:16%,P<0.05);总认可度高于参比组(98%:82%,P<0.05)。结论门诊护理管理工作倡导危机管理理论,能较好加强门诊护理管理工作品质,有效减少医患纠纷发生率。
Objective To study the effect of crisis management theory in outpatient nursing management.Methods 50 outpatients from 2019 to 2020 were selected as the reference group,and then 50 patients from 2020 to 2021 were selected as the study group.The patients in the reference group implemented the routine outpatient nursing management theory,and the research group implemented the crisis management theory.The management quality,patient complaint rate and recognition of management theory were compared between the two groups.Results the scores of service attitude,service quality and communication ability in the study group were higher than those in the reference group(P<0.05);The total complaint rate of patients was lower than that of the reference group(2%:16%,P<0.05);The total recognition rate was higher than that in the reference group(98%:82%,P<0.05).Conclusion advocating crisis management theory in outpatient nursing management can better strengthen the quality of outpatient nursing management and effectively reduce the incidence of doctor-patient disputes.
作者
孙晓燕
SUN Xiao-yan(Qinhuai Medical Area of Eastern Theater Command General Hospital,Nanjing,Jiangsu 210002,Chian)
出处
《中国国境卫生检疫杂志》
CAS
2021年第S01期243-244,共2页
Chinese Journal of Frontier Health and Quarantine
关键词
危机管理
门诊
护理
Crisis management
Outpatient department
Nursing
作者简介
通信作者:孙晓燕,E-mail:974211528@qq.com。
