Application of nurse patient communication skills in outpatient triage nursing work
护患沟通技巧在门诊分诊护理工作中的应用研究

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 选取本院2025年1月-12月门诊分诊期间接诊的120例患者为研究对象。随机分为对照组（60例，常规沟通）与观察组（60例，人文关怀沟通技巧）。结果 观察组护患纠纷率、患者投诉率、不良事件发生率低于对照组，分诊准确率、分诊效率及满意度高于对照组，相关数据统计分析，均有统计学意义（P< 0.05）。结论 在门诊分诊护理工作中应用护患沟通技巧，不仅可有效减少护患纠纷、投诉等不良事件的发生，而且还可提高就诊效率、分诊准确率及患者对护理服务的满意度。

Abstract

Objective To evaluate the efficacy of nurse-patient communication skills in outpatient triage nursing practice.
Methods A total of 120 patients admitted during the outpatient triage period from January to December 2025 were enrolled as study subjects and randomly assigned to either a control group (n=60, receiving routine communication) or an observation group (n=60, receiving humanistic care communication techniques).
Results The observation group exhibited lower rates of nurse-patient disputes, patient complaints, and adverse events compared to the control group, while demonstrating higher triage accuracy, triage efficiency, and patient satisfaction. These differences were statistically significant (P<0.05).
Conclusion   The application of nurse-patient communication skills in outpatient triage nursing not only effectively reduces adverse events such as disputes and complaints but also enhances treatment efficiency, triage accuracy, and patient satisfaction with nursing services.