The effect of quality service model applied to outpatient nursing management on patient satisfaction and anxiety
优质服务模式应用于门诊护理管理对患者满意度及焦虑心理的影响

摘要

目的 分析优质服务模式在门诊护理管理中对患者满意度及焦虑心理的影响。方法 选取2022年1月-2022年12月期间在本院门诊就诊的138例患者作为研究对象，按随机数表法划分为对照组和研究组，各69例，对照组实施常规护理，研究组采用优质服务模式，比较两组患者护理质量、护理满意度及护理前后心理状态。结果 研究组护患沟通、健康教育、基础护理、护理服务态度质量评分高于对照组，护理满意度优于对照组（P＜0.05）；护理前，两组患者HAMA评分对比无明显差异（P＞0.05）；护理后，研究组HAMA评分低于对照组（P＜0.05）。结论 在门诊护理管理中应用优质服务模式可有效提升门诊护理质量，对缓解患者焦虑情绪，提升患者护理满意度有重要价值。

Abstract

Objective To analyze the influence of quality service mode on patient satisfaction and anxiety in outpatient nursing management.
Methods selected during January 2022-December 2022 in our outpatient clinic of 138 patients as research object, according to the random number method is divided into control group and research group, 69 cases, the control group of routine nursing, group using quality service mode, compare the two groups of patients nursing quality, nursing satisfaction and nursing before and after psychological state.
Results The quality score of nursing-patient communication, health education, basic nursing care was higher than that of the control group, and nursing satisfaction was better than the control group (P <0.05); there was no significant difference in HAMA scores (P> 0.05); after nursing, the HAMA score was lower than that of the control group (P <0.05).
Conclusion   The application of high-quality service mode in outpatient nursing management can effectively improve the quality of outpatient nursing, which is of great value to relieve patients 'anxiety and improve patients' nursing satisfaction.