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| The role of communication mode construction in outpatient nursing work |
| TONG Fan ZHU Chunfang |
| Cadre Health Service Center, Affiliated Hospital of Hangzhou Normal University (Hangzhou Second People′s Hospital), Zhejiang Province, Hangzhou 310015, China |
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Abstract Objective To explore the role of communication mode in outpatient nursing work. Methods Based on the status quo of out-patient nursing, the communication mode was implemented for 32 out-patient nurses in Affiliated Hospital of Hangzhou Normal University (hereinafter referred to as “our hospital”). From January to February 2018, 100 outpatients in our hospital were selected as the control group for the satisfaction survey before the implementation of the communication mode. In addition, 100 outpatient patients in our hospital from May to June 2018 were selected as the observation group for the satisfaction survey after the implementation of the communication mode, and the communication ability and patient satisfaction of outpatient nurses before and after the implementation of the communication mode were compared. Results After the implementation of the communication mode, the scores of outpatient nurses in polite contact, warm introduction, detailed information and explanation, relationship inquiry, patient answer to questions, polite departure communication steps and overall communication skills were significantly improved compared with the scores before the implementation of the communication mode, with statistically significant differences (P < 0.05). The satisfaction of patients in the observation group was higher than that in the control group, and the difference was statistically significant (P < 0.05). Conclusion The communication mode has achieved satisfactory results in outpatient nurses, which can significantly improve the communication ability of outpatient nurses and patient satisfaction, which is worthy of clinical promotion.
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