目的 探讨针对特需门诊患者的心理需求改进护理服务流程和环节的效果.方法 采用方便抽样法选择2010年4月至2011年4月来特需门诊就诊的患者400例,按照随机数字表法将其分为对照组和观察组各200例,对照组患者行常规就诊指导,观察组患者在常规的就诊指导上,对护理服务过程中的重点环节进行了改进,了解并比较两组患者对心理沟通的满意度差异.结果 观察组患者对就诊前的病情分诊、就诊中的精心呵护以及就诊后的康复指导等心理沟通的满意度均优于对照组患者,差异有统计学意义(均P＜0.05).结论 就诊前针对病情给予准确分诊是满足患者心理需求的关键,同时就诊中进行全方位的精心呵护以及就诊后提供个性化的康复指导等人性化服务措施,能有效缓解特需门诊患者恐惧与焦虑的心理,不仅优化特需门诊就诊服务流程,提升护理服务质量及患者满意度,还为医院赢得更好的经济效益与社会效益.%Objective To investigate the effects of the special needs about psychological communication of different levels among outpatients in vip clinic,on optimizing the service process of special needs for outpatients in VIP clinic. Methods From April 2010 to April 2011, 400 outpatients in VIP clinic in the hospital were randomized into observation group(n = 200) and control group(n = 200) using convenience sampling. The patients in the control group underwent the routine treatment guidance. While the patients in the observation group underwent the additional improved nursing links in addition to the routine treatment guidance. The satisfactions of psychological communication in the two groups were compared. Results After the improved care service according to their needs, the outpatients' satisfaction was improved significantly including the above three aspects (P<0. 05). Conclusion Giving accurate triage before consultation is the key to meet the psychological needs of outpatients. All round consideration care in consultation and personalized rehabilitation instruction after treatment can effectively alleviate the fear and anxiety , optimize the service process of special needs for outpatients .improve the nursing quality and outpatients' satisfaction,and gain preferable economic benefits and social effects.
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