Intervention effect of humanized nursing intervention on service quality and satisfaction in hospital fever clinic
在医院发热门诊中应用人性化护理干预对服务质量与满意度的干预效果

摘要

目的 针对当前人性化护理干预用于发热门诊患者的效果开展深入分析，为发热门诊患者的病情干预效果的提升改进方向。方法 研究人员结合纳排标准，选择我院2021年1月~2022年1月诊断并且护理的发热门诊患者为研究对象，2021年1月~2021年6月医院实行常规发热门诊的护理管理工作，将此阶段前往医院发热门诊的150例患者设置为参照组；2021年7月~2022年1月医院实行常规发热门诊的人性化护理干预，将此阶段前往医院发热门诊的150例患者设置为研究组，分析两组患者在不同发热门诊护理后的服务质量水平、护理满意度以及情绪情况。结果 参照组的服务质量水平低于研究组，组间差异具有统计学意义（P<0.05）。参照组的护理满意度低于研究组，组间差异具有统计学意义（P<0.05）。参照组的情绪量表评分低于研究组，组间差异具有统计学意义（P<0.05）。结论 人性化护理干预在临床上可以为门诊患者改善服务质量水平，提高患者的护理满意度，实现发热门诊患者的护理目标，维持患者情绪的稳定。此护理方式适用于发热门诊患者的临床推广，可以结合患者实际情况规范选择个性化护理措施，保证临床结果达到预期效果，在一定程度上可以降低患者怀疑自身感染新冠肺炎病毒的可能性。

Abstract

Objective To conduct an in-depth analysis of the effect of current humanized nursing intervention on fever outpatients, and provide directions for improvement of the intervention effect of fever outpatients.
Methods The researchers selected the fever clinic patients diagnosed and cared for in our hospital from January 2021 to January 2022 as the research objects. From January 2021 to June 2021, the hospital implemented the nursing management of routine fever clinics. The 150 patients who went to the hospital's fever clinic at this stage were set as the reference group; from July 2021 to January 2022, the hospital implemented humanized nursing intervention in the routine fever clinic, and 150 patients who went to the hospital's fever clinic at this stage were set as the study The service quality level, nursing satisfaction and emotional situation of the two groups of patients after different fever outpatient care were analyzed.
Results The service quality level of the reference group was lower than that of the research group, and the difference between the groups was statistically significant (P<0.05). The nursing satisfaction of the reference group was lower than that of the research group, and the difference between the groups was statistically significant (P<0.05). The emotional scale score of the reference group was lower than that of the research group, and the difference between the groups was statistically significant (P<0.05).
Conclusion   Humanized nursing intervention can clinically improve the service quality level for outpatients, improve the nursing satisfaction of patients, achieve the nursing goals of fever outpatients, and maintain the emotional stability of patients. This nursing method is suitable for the clinical promotion of fever clinic patients. It can standardize and select personalized nursing measures according to the actual situation of the patients, so as to ensure that the clinical results achieve the expected results, and to a certain extent, it can reduce the possibility of patients who suspect that they are infected with the new coronavirus pneumonia virus.