摘要目的 探讨护士角色患者化与模拟人两种技能培训法对护理服务质量的影响.方法 随机选择我院独立执业3年以上的临床一线护士34名为培训学员,另选择34名护士长为指导老师,采用抽签方式进行分组,每4人为一组,共分为17个组,其中2名护士长为指导老师.首先采用模型人培训法,即在模型上对17项基础护理服务技能按操作程序进行操作,然后再采用护士角色患者化培训法,即互为患者对17项基础护理服务技能按操作程序进行操作.采用自制的护理服务质量调查表,从指导老师、护士评价两方面对两种培训方法的护理服务质量进行比较.结果 模拟人操作培训法的指导老师评价、护士评价对护理服务满意度都较低,分别为24.0%、38.5%,护士评价的满意度高于指导老师评价,差异有统计学意义(χ2=17.63,P<0.05).护士角色患者化培训法的指导老师评价、护士评价的护理服务满意度都较高分别为98.3%、99%,且明显高于模拟人培训法,指导老师评价、护士评价比较,差异无统计学意义(χ2=1.468,P>0.05).结论 护士角色患者化培训法可让护士从患者角度去感受护理服务中的缺陷,更能体验患者的病痛和需求,从而主动遵守操作规程,实施人性化的护理服务,提高服务质量.

abstractsObjective To explore the effects of nurse and patient role-exchange and model operation training on the nursing service quality. Methods 34 clinical nurses who have practiced more than 3 years were chosen as trainees and 34 matrons as instructors. They were divided into 17 groups, 4 each group and 2 of the four instructors by ballot. The model operation training were conducted firstly, namely operate the' 17 basic nursing service skills on the model in terms of the operating procedures. Then give out the self-made nursing service quality survey tables and compare the two methods' nursing service quality from instructors' and nurses' aspects. Results Both of the instructors' and nurses' comments suggested they aren' t very satisfied with the model operation training, separately 24.0% and 38.5%. The nurses' satisfaction capacity is higher than the instructors' (χ2 =17.63, P<0. 05). And the instructors' and nurses' satisfaction capacity on the nurse and patient role-exchange practice is separately 98.3% and 99% , obviously higher than that on the model operation training. The instructors' and the nurses' comments have no obvious differences (χ2 = 1.468, P > 0.05). Conclusions The nurse and patient role-exchange practice can enable the nurse to experience the weaknesses in their nursing service on the patients' side and understand heir suffering and needs. Thus nurses can obey the operation rules positively, nurse patients humanly and improve their nursing service quality.