人性化的服务对提高医院门诊输液室静脉滴注患者满意度的影响(1)
DOI：10.16662/j.cnki.1674-0742.2017.25.157
[摘要] 目的 探討人性化的服务模式对提高医院门诊输液室静脉滴注患者的满意度的影响效果。方法 便利选择该院2016年6—12月门诊输液室静脉滴注患者30例作为研究组，而2016年1—5月门诊输液室静脉滴注患者50例作为对照组，其中对照组期间按照常规护理服务模式处理，研究组期间则实施人性化服务模式处理。对两组患者对输液环境、技术操作、输液观察、服务态度方面的满意度进行调查，统计满意度总评分，同时记录输液不良事件与输液依从性，并采取统计学分析。 结果 研究组患者对输液环境、技术操作、输液观察、服务态度方面的满意度评分及满意度总评分依次为(94.21±4.56)分、(94.01±4.29)分、(95.42±3.86)分、(96.05±3.11)分、(388.03±7.89)分，对照组则分别为88.09±6.21)分、(88.32±6.01)分、(89.56±5.06)分、(90.01±4.16)分、(368.05±9.46)分，研究组均显著高于对照组(P<0.05)；研究组输液依从性为100.00%，对照组为86.00%，研究组显著高于对照组(P<0.05)；研究组输液不良事件发生率为0.00%，对照组为12.00%，研究组显著低于对照组(P<0.05)。 结论 在医院门诊输液室静脉滴注患者中实施人性化的服务模式干预，不仅可以减少输液不良事件发生，而且可以更好地提高患者对输液环境、技术操作、输液观察、服务态度方面的满意程度，提高输液依从性，值得借鉴。
[关键词] 门诊输液室；人性化服务；静脉滴注；满意度
[中图分类号] R47 [文献标识码] A [文章编号] 1674-0742(2017)09(a)-0157-03
Influence of Humanistic Service on the Satisfaction of Patients with Intravenous Infusion in Infusion Room in Outpatient of Hospital
GU Li-ting， FAN Wang-yan
Infusion Room， Stomatological Hospital of Changzhou City， Changzhou， Jiangsu Province， 213003 China
[Abstract] Objective This paper tries to explore the effect of humanistic service model on improving the satisfaction of patients with intravenous infusion in infusion room. Methods 30 cases in this hospital from June to December 2016 in outpatient infusion room were convenient selected as the study group， and 50 patients from January to May 2016 in outpatient infusion room were selected as the control group， the control group adopted routine nursing service mode during treatment， the study group adopted humanized service mode during the treatment. Satisfaction with infusion environment， technical operation， infusion observation， service attitude of two groups was surveyed， and the total score of satisfaction was concluded， and adverse events of infusion and infusion compliance were recorded and analyzed statistically. Results The scores of satisfaction with the infusion environment， technical operation， infusion observation and service attitude in the study group were(94.21±4.56) points， (94.01±4.29)points， (95.42±3.86)points， (96.05±3.11)points and (388.03±7.89)points， and those of the control group were (88.09±6.21)points， (88.32±6.01)points， (89.56±5.06)points， (90.01±4.16)points and (368.05±9.46)points respectively； the study group was significantly higher than the control group(P<0.05). The infusion compliance in the study group was 100.00% and the control group was 86.00%， the study group was significantly higher than the control group(P<0.05). The incidence of adverse events in the study group was 0.00%， and the control group was 12.00%， the study group was significantly lower than the control group (P<0.05). Conclusion The implementation of the humanized service mode of intervention in the hospital infusion room outpatient for intravenous infusion patients not only can reduce the incidence of adverse events， but can better improve the patient satisfaction with infusion environment， technical operation， infusion observation， service attitude， improve infusion compliance， so it is worth reference., 百拇医药(顾黎渟 樊网燕)
[摘要] 目的 探討人性化的服务模式对提高医院门诊输液室静脉滴注患者的满意度的影响效果。方法 便利选择该院2016年6—12月门诊输液室静脉滴注患者30例作为研究组，而2016年1—5月门诊输液室静脉滴注患者50例作为对照组，其中对照组期间按照常规护理服务模式处理，研究组期间则实施人性化服务模式处理。对两组患者对输液环境、技术操作、输液观察、服务态度方面的满意度进行调查，统计满意度总评分，同时记录输液不良事件与输液依从性，并采取统计学分析。 结果 研究组患者对输液环境、技术操作、输液观察、服务态度方面的满意度评分及满意度总评分依次为(94.21±4.56)分、(94.01±4.29)分、(95.42±3.86)分、(96.05±3.11)分、(388.03±7.89)分，对照组则分别为88.09±6.21)分、(88.32±6.01)分、(89.56±5.06)分、(90.01±4.16)分、(368.05±9.46)分，研究组均显著高于对照组(P<0.05)；研究组输液依从性为100.00%，对照组为86.00%，研究组显著高于对照组(P<0.05)；研究组输液不良事件发生率为0.00%，对照组为12.00%，研究组显著低于对照组(P<0.05)。 结论 在医院门诊输液室静脉滴注患者中实施人性化的服务模式干预，不仅可以减少输液不良事件发生，而且可以更好地提高患者对输液环境、技术操作、输液观察、服务态度方面的满意程度，提高输液依从性，值得借鉴。
[关键词] 门诊输液室；人性化服务；静脉滴注；满意度
[中图分类号] R47 [文献标识码] A [文章编号] 1674-0742(2017)09(a)-0157-03
Influence of Humanistic Service on the Satisfaction of Patients with Intravenous Infusion in Infusion Room in Outpatient of Hospital
GU Li-ting， FAN Wang-yan
Infusion Room， Stomatological Hospital of Changzhou City， Changzhou， Jiangsu Province， 213003 China
[Abstract] Objective This paper tries to explore the effect of humanistic service model on improving the satisfaction of patients with intravenous infusion in infusion room. Methods 30 cases in this hospital from June to December 2016 in outpatient infusion room were convenient selected as the study group， and 50 patients from January to May 2016 in outpatient infusion room were selected as the control group， the control group adopted routine nursing service mode during treatment， the study group adopted humanized service mode during the treatment. Satisfaction with infusion environment， technical operation， infusion observation， service attitude of two groups was surveyed， and the total score of satisfaction was concluded， and adverse events of infusion and infusion compliance were recorded and analyzed statistically. Results The scores of satisfaction with the infusion environment， technical operation， infusion observation and service attitude in the study group were(94.21±4.56) points， (94.01±4.29)points， (95.42±3.86)points， (96.05±3.11)points and (388.03±7.89)points， and those of the control group were (88.09±6.21)points， (88.32±6.01)points， (89.56±5.06)points， (90.01±4.16)points and (368.05±9.46)points respectively； the study group was significantly higher than the control group(P<0.05). The infusion compliance in the study group was 100.00% and the control group was 86.00%， the study group was significantly higher than the control group(P<0.05). The incidence of adverse events in the study group was 0.00%， and the control group was 12.00%， the study group was significantly lower than the control group (P<0.05). Conclusion The implementation of the humanized service mode of intervention in the hospital infusion room outpatient for intravenous infusion patients not only can reduce the incidence of adverse events， but can better improve the patient satisfaction with infusion environment， technical operation， infusion observation， service attitude， improve infusion compliance， so it is worth reference., 百拇医药(顾黎渟 樊网燕)