Observation on the application effect of high-quality nursing services in outpatient guidance work
优质护理服务在门诊导诊工作中的应用效果观察

摘要

目的 本研究旨在探究门诊导诊工作中实施优质护理服务的效果。方法 选取我院2024年5月至2025年5月到门诊就诊的患者100例作为研究对象，随机分为对照组（n＝50，常规护理）与观察组（n=50，优质护理服务，包括职业素养培训、主动服务流程再造、环境优化与健康宣教等内容），对比两组患者满意度（服务态度、沟通清晰度、引导准确性）、护患纠纷发生率、就诊一次成功率以及患者投诉率。结果 与对照组相比，观察组患者满意度与就诊一次成功率更高，同时，观察组的护患纠纷发生率与患者投诉更低，有统计学意义（P＜0.05）。结论 优质护理服务在门诊导诊工作中能够提高患者对门诊导诊服务的满意度，提高门诊服务质量。

Abstract

Objective This study aims to explore the effectiveness of implementing high-quality nursing services in outpatient guidance work.
Methods 100 patients who visited our outpatient department from May 2024 to May 2025 were selected as the research subjects and randomly divided into a control group (n=50, routine nursing) and an observation group (n=50, high-quality nursing services, including professional ethics training, proactive service process reengineering, environmental optimization, and health education). The satisfaction of the two groups of patients (service attitude, communication clarity, guidance accuracy), the incidence of nurse patient disputes, the success rate of one visit, and the patient complaint rate were compared.
Results Compared with the control group, the satisfaction and success rate of patients in the observation group were higher. At the same time, the incidence of nurse patient disputes and patient complaints in the observation group was lower, with statistical significance (P<0.05).
Conclusion   High quality nursing services can improve patients’ satisfaction with outpatient guidance services and enhance the quality of outpatient services.