【摘要】目的：探析护患沟通技巧在门诊分诊护理工作中的应用效果。方法：将本院2021年12月—2023年5月期间144例门诊患者纳入此次研究样本中，根据盲目双色模球法将其分为两组，基础组采取门诊分诊常规流程干预，探析组则在此基础上加强人文关怀、健康宣教等护患沟通技巧措施，比较两组门诊分诊护理工作效果以及满意度。结果：探析组总满意率明显高于基础组，纠纷率显著低于基础组，具有统计学意义(P<0.05)。探析组挂号等候时间与就诊时间均明显短于基础组，具有统计学意义(P<0.05)。探析组焦虑情绪评分低于基础组，护理质量评分明显高于基础组，具有统计学意义(P<0.05)。结论：对于门诊患者，在分诊期间协助护患沟通技巧干预措施，可降低护患不良纠纷事件发生率，从整体上提升护理服务质量，取得比较理想的满意评价。

    【关键词】护患沟通技巧；门诊；分诊护理；效果

    Analysis of the application effect of nurse patient communication skills in outpatient triage nursing work

    DONG Dandan

    Cao County People’s Hospital， Heze， Shandong 274400， China

    【Abstract】Objective：To explore the application effect of nurse patient communication skills in outpatient triage nursing work. Methods：A total of 144 outpatient patients in our hospital from December 2021 to May 2023 were included in this study sample.According to the blind dual color model ball method，the patients were divided into two groups.The basic group received routine outpatient triage process intervention，while the exploration group strengthened nursing communication skills such as humanistic care and health education on this basis.The effectiveness of outpatient triage nursing work and satisfaction between the two groups were compared.Results：The total satisfaction rate of patients in the exploration group was significantly higher than that in the basic group ......