Effect Analysis of Optimized Outpatient Service Processes for Reducing Hidden Nursing Complaints
Objective To study effect of optimized outpatient service processe on reducing implicit nursing complaints.Methods The paper divided 88 patients in outpatient department of our hospital from March 2021 to January 2023 into two groups with random number table method.Control group(44 cases)was treated with routine medical procedures,while study group(44 cases)with optimized medical services.Outpatient time at each stage,nurse patient dispute,psychological status,and nursing satisfaction degree was compared between two groups.Results Waiting time,visiting time,and medication collection time of study group was shorter than control group(P<0.05).Incidence of nurse patient disputes and POMS scores in study group were lower than control group,while nursing satisfaction degree was higher than control group(P<0.05).Conclusion Optimized outpatient service process can shorten outpatient time at each stage,improve psychological state of seeking medical treatment,and reduce hidden nursing complaints and nurse patient disputes effectively.
Outpatient servicesMedical service processImplicit complaints
万方数据
维普
