Analysis on the improvement of triage room nursing on the medical experience of special populations
分诊室护理对特殊人群就诊体验的改善分析

摘要

目的 探究基于“需求导向-分层响应”的分诊室护理模式对特殊人群就诊体验的改善效果，为优化医疗服务流程、提升特殊人群就医获得感提供实践依据。方法 选取2024年5月-2025年5月某医院就诊的100例特殊人群（含老年、残障、慢性病合并症患者）为研究对象，采用随机数字表法分为对照组与实验组各50例。对照组实施常规诊室护理，包括基础引导、候诊告知及常规健康咨询；实验组实施分诊室护理：先通过“快速需求评估量表”判定人群类型（老年体弱、残障辅助、慢病优先），匹配专属护理专员，提供预诊评估、优先建档、动线引导、多学科协同咨询及诊后随访等全流程干预。干预后采用就诊体验量表、候诊时长记录及护理满意度问卷评价效果。结果 实验组就诊体验量表评分（89.62±5.34分）高于对照组（68.35±7.21分）（t=18.264，P<0.05）；候诊时长（19.25±4.12分钟）短于对照组（35.68±6.35分钟）（t=15.873，P<0.05）；护理满意度（98.0%）高于对照组（80.0%）（χ²=9.091，P<0.05）。结论 分诊室护理可显著提升特殊人群就诊体验，缩短候诊时间，提高护理满意度，值得临床推广。

Abstract

Objective To explore the improvement effect of the triage room nursing model based on "demand-oriented and hierarchical response" on the medical experience of special populations, and provide practical basis for optimizing the medical service process and enhancing the sense of medical gain of special populations.
Methods A total of 100 special population patients (including the elderly, people with disabilities, and patients with chronic disease comorbidities) who visited a hospital from May 2024 to May 2025 were selected as the research objects. They were divided into a control group and an experimental group with 50 cases each by the random number table method. The control group received conventional clinic nursing, including basic guidance, waiting notice and routine health consultation. The experimental group received triage room nursing: first, the "Rapid Demand Assessment Scale" was used to determine the population type(the elderly and infirm, people in need of disability assistance, and patients with chronic diseases who have priority),and exclusive nursing specialists were assigned to provide full-process interventions such as pre-diagnosis assessment, priority file establishment, route guidance, multi-disciplinary collaborative consultation and post-diagnosis follow-up. After the intervention, the medical experience scale, waiting time record and nursing satisfaction questionnaire were used to evaluate the effect.
Results The score of the medical experience scale in the experimental group(89.62±5.34 points)was higher than that in the control group(68.35±7.21 points)(t=18.264,P<0.05);the waiting time in the experimental group(19.25±4.12 minutes)was shorter than that in the control group(35.68±6.35 minutes)(t=15.873,P<0.05);the nursing satisfaction in the experimental group(98.0%)was higher than that in the control group(80.0%) (χ²=9.091,P<0.05).
Conclusion   Triage room nursing can significantly improve the medical experience of special populations, shorten the waiting time, and increase nursing satisfaction, which is worthy of clinical promotion.