A review study on the practical effects of humanized services in outpatient nursing from multiple perspectives
多维度视角下门诊护理人性化服务实践效果综述研究

摘要

门诊是医疗机构向社会公众提供医疗服务的重要窗口，就诊患者较多，疾病种类复杂，其服务质量直接影响患者就医体验。近年来，随着我国医疗服务体系改革，患者对医疗服务质量要求越来越高，护理服务从常规疾病诊疗转向生理舒适、心理支持、社会支持等全方位服务。人性化护理服务更加重视人文关怀理念，通过与患者保持良好的沟通，优化服务流程和就诊环境，为患者提供更高质量的服务。但是目前，门诊不同情境护理中，关于人性化服务开展仍缺乏系统、专业策略体系。本文围绕多维度视角下门诊护理人性化服务实践效果进行分析，分析人性化服务降低患者负面情绪、提升护理满意度、降低护患纠纷的效果，总结当前实践中存在的问题，进一步对护理内容进行优化，为后续门诊护理服务质量改进提供更多参考依据。

Abstract

Outpatient departments are important windows for medical institutions to provide medical services to the public. There are a large number of patients and complex types of diseases, and the quality of services directly affects the medical experience of patients. In recent years, with the reform of China’s medical service system, patients have increasingly higher requirements for medical service quality. Nursing services have shifted from routine disease diagnosis and treatment to comprehensive services such as physical comfort, psychological support, and social support. Humanized nursing services place greater emphasis on the concept of humanistic care. By maintaining good communication with patients, optimizing service processes and the visiting environment, they provide patients with higher-quality services. However, currently, there is still a lack of systematic and professional strategy systems for the implementation of humanized services in different outpatient situations. This paper analyzes the practical effects of humanized services from a multi-perspective view of outpatient nursing, analyzes the effects of humanized services in reducing patients’ negative emotions, improving nursing satisfaction, and reducing nurse-patient disputes, summarizes the existing problems in current practice, and further optimizes the nursing content to provide more reference basis for the improvement of subsequent outpatient nursing service quality.