Effect of quality service model applied to outpatient nursing service on patient satisfaction
优质服务模式应用于门诊护理服务对患者满意度的影响

摘要

目的 探究门诊护理服务中施行优质护理对患者满意度的影响。方法 择取本院门诊于2021.7-2022.7之间收治的患者100例为研究对象，以计算机单双数分组形式，将患者分入对照组50例施行门诊常规护理，其他患者则分入观察组施行优质护理服务，对比两组患者干预前后负性情绪值抑郁量表SDS以及焦虑量表SAS自评分值；统计两组对护理服务态度、护理技术、护理形象、心理护理的评分；统计整体护理问卷满意度。结果 两组护理之前的负性情绪指数无统计意义，护理后观察组指数偏低；护理评分中观察组的服务态度、护理技术、护理形象、心理护理偏高，整体满意度较高，（P<0.05）。结论 门诊护理中需应对不同患者的复杂病况，优质服务模式可及时、周到、有效的为患者提供护理服务，有助于患者负性情绪的改善，可提升护理的服务质量并获得患者满意。

Abstract

Objective To explore the effect of quality nursing on patient satisfaction in outpatient nursing service.
Methods 100 patients admitted to the outpatient department of our hospital between July 2021 and July 2022 were selected as the study subjects. 50 patients were divided into the control group for routine outpatient care in the form of single and even computer grouping. The other patients were divided into the observation group for quality nursing service. The self-evaluation values of SDS and SAS were compared before and after the intervention; The scores of the two groups on nursing service attitude, nursing technology, nursing image and psychological nursing were counted; The overall nursing questionnaire satisfaction was counted.
Results the negative emotion index of the two groups before nursing was not statistically significant, and the index of the observation group after nursing was low; In the nursing score, the service attitude, nursing technology, nursing image and psychological nursing of the observation group were higher, and the overall satisfaction was higher (P < 0.05).
Conclusion   the outpatient nursing needs to deal with the complex conditions of different patients. The high-quality service mode can provide timely, thoughtful and effective nursing services for patients, help to improve the negative emotions of patients, improve the quality of nursing services and obtain patient satisfaction.