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Objective:Application Kano model to analyze the nursing service demand of outpatients and promote the improvement of outpatient nursing service quality.Methods:Design a questionnaire for the outpatients’service requirements based on the model of Kano, including 4 parts, service and mental outlook, management and professional duties, health education guidance, outpatient management and convenience Services, composed of 28 items. Using Kano model analysis technology, we can determine the different attributes of outpatient nursing needs, including O expectation attribute, M essential attribute, A charm attribute, R opposite attribute, and Q question answer.Results:The nursing service needs of outpatients were classified by identifying the attributes of each demand. There are 8 items1, 10, 11, 15, 17, 18, 21, 22 attributed to the desired attribute (O). There are 11 items 2, 8, 9, 12, 13, 14, 23, 24, 26, 27, 28 attributed to the mandatory attribute (M). There are9 items 3, 4, 5, 6, 7, 16, 19, 20, 25, 28 attributed to the charm attribute (A) . At the same time, the quadrant diagram of satisfaction and importance of each item is constructed.Conclusion:Using the Kano model to analyze the nursing service demand of outpatients can determine the attributes of each demand, realize the priority of management project improvement, and provide decision-making reference for improving the quality of outpatient nursing service.
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Objective:To design and manufacture mind maps of outpatient pre-examination triage and provide references for the training of outpatient triage nurses.Methods:The mind maps team was set up, and the content of outpatient pre-examination triage was prepared preliminarily by searching literature and combining with clinical practice. The first draft of mind map of outpatient pre-examination triage was established by drawing software, and the final draft was determined after consultation and verification by experts.Results:The final mind maps of outpatient pre-examination triage are composed of three parts: head, neck and chest symptoms, abdominal symptoms and other symptoms. The mind maps of head, neck and chest symptoms and abdominal symptoms both include six modules, and the mind map of other symptoms includes five modules. Each module contains different disease symptoms and departments.Conclusions:This mind map is comprehensive and easily mastering. Meanwhile it can regulate outpatient pre-examination triage and give guidance of nurse training.
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Objective@#To evaluate the effect on communication and listening ability of newly graduated nurses while outpatient guidence training.@*Method@#According to the ratio of 1:1, a total of 102 new nurses who were recruited from 2015 to 2016 and met the criteria were divided into observation group and the control group by envelope method. Nurses in the two groups were rotated into the guiding post and clinical department, and all nurses participated in the training for 12 months. Evaluated the communication and listening ability of the two groups nurses before and after the training.@*Results@#After the training, the total scores of communication and listening ability of nurses were 93.36±9.00 and 78.66±7.26 respectively in observation group, 86.84±9.67, 71.38±8.48 respectively in control group, the differences between the two groups were significant(t=3.61, 4.60, all P=0.00). After the training, correlation analysis showed that communication ability of observation group nurses was correlated with age, only-child and nursing professional attitude in the general situation factors (r=0.20-0.24, P<0.05).@*Conclusions@#The rotational training of guidance post can significantly improve the communication and listening abilities of nurses, and it will be helpful to the future career path of these nurses. Through training, we can understand the main factors that affect the communication and listening ability of nurses by the two training methods, and provide useful reference for future training.
ABSTRACT
Objective To evaluate the effect on communication and listening ability of newly graduated nurses while outpatient guidence training. Method According to the ratio of 1:1, a total of 102 new nurses who were recruited from 2015 to 2016 and met the criteria were divided into observation group and the control group by envelope method. Nurses in the two groups were rotated into the guiding post and clinical department, and all nurses participated in the training for 12 months. Evaluated the communication and listening ability of the two groups nurses before and after the training. Results After the training, the total scores of communication and listening ability of nurses were 93.36±9.00 and 78.66± 7.26 respectively in observation group, 86.84 ± 9.67, 71.38 ± 8.48 respectively in control group, the differences between the two groups were significant(t=3.61, 4.60, all P=0.00). After the training, correlation analysis showed that communication ability of observation group nurses was correlated with age, only-child and nursing professional attitude in the general situation factors (r=0.20-0.24, P<0.05). Conclusions The rotational training of guidance post can significantly improve the communication and listening abilities of nurses, and it will be helpful to the future career path of these nurses. Through training, we can understand the main factors that affect the communication and listening ability of nurses by the two training methods, and provide useful reference for future training.