基层医院儿科门诊注射室减少护患冲突方法与评价.docVIP

基层医院儿科门诊注射室减少护患冲突方法与评价 　　[摘要] 目的:提高护理人员的护患沟通技巧,以减少护患之间的冲突。 方法:对儿科门诊注射室护士进行礼仪、专业知识、沟通技巧等培训,采用自行设计的护患沟通情况调查表,对在儿科门诊注射室治疗的患者及家属进行培训前(80例)和培训后(100例)的调查。 结果:培训后护患关系、护士专业知识水平、沟通内容掌握程度、沟通技巧熟练程度等较培训前显著改善(P0.05,P0.01)。结论:进行护士沟通技巧培训对提高护患关系密切度及做好健康教育有重要的意义。 　　[关键词] 护患冲突;护患沟通;沟通技巧培训 　　[中图分类号] R471 [文献标识码]C [文章编号]1674-4721(2010)05(b)-084-02 　　 　　Primary hospital pediatric clinic nurse-patient injection room to reduce conflict and evaluation 　　ZHONG Wanhong,HUANG Xiuting,WANGZhandi,CHEN Miaojuan 　　(The Peoples Hospital of Shilong Town,Dongguan City,Guangdong Province,Dongguan523320,China) 　　[Abstract]Objective:To improve communicating skill between nurse and patient, and to reduce the conflict between nurse and patient.Methods:The nurses were trained with etiquette and professional knowledge and communicating skill for injection nurse in child outpatient department, and to apply the investigate list of communication between nurse and patient, and the effects were compare before and after training for patient and family treated in child outpatient department.Results:After do training of communicating skill, there were obvious improvement in relation between nurse and patient, nurse’s professional knowledge level, mastering of communication descriptions, familiar with communicating skill (P0.05,P0.01).Conclusion:The training of communicating skill plays important role in improving this relation between nurse and patient and good health education. 　　[Key words] Conflict between nurse and patient;Communicating between nurse and patient;Training of communicating skill 　　 　　门诊是医院的窗口,患者集中,病种复杂,流量大,就诊人员有不同的需求,而患儿因其年龄等特殊原因,在沟通、语言能力等方面与成年人有着许多不同的地方[1]。只有掌握好与患儿及其家属的沟通技巧,做好护患沟通,才能减少护患之间的磨擦和冲突。为此,本科2009年4～11月开展减少护患冲突的研究方法,现报道如下: 　　1资料与方法 　　1.1一般资料 　　全科护士8 名,均为女性,年龄22～50岁。学历:中专6名,大专2名;职称:主管护师2名,护师2名,护士4名。 　　1.2方法 　　1.2.1调查方法采用问卷及言谈的方法。首先召开科会议,针对沟通的重点制定“护患沟通调查表”,内容包括护士专业知识水平、沟通内容掌握程度、沟通技巧熟练程度等7项。要求调查者于培训前(2009年3月)和培训后(2009年11月)对患者进行调查。培训前(2009年3月)和培训后(2009年11月)对患者进行问卷调查。培训前发放问卷