【摘要】 目的探讨问题管理模式对提高外籍患者跨文化护理质量的作用。方法采用自行设计的"护理外籍患者面临的困难问题"调查问卷,对上海市2所综合性医院的60名护士进行调查,同时应用"外籍患者跨文化护理需求及评价问卷"对256例外籍患者进行调查。针对存在的共性问题,如护士语言交流障碍、隐私保护不够、宗教信仰知识缺乏、饮食习惯不了解、尊重风俗禁忌不够、社交礼仪不了解、跨文化护理理论知识缺乏7个问题,对护士实施跨文化护理问题管理措施干预,包括跨文化护理理论知识系列培训、保护隐私制度及尊重宗教信仰实施细则等规范的实施、跨文化护理质量监控及预警等,进行为期1年的培训及管理干预。干预后再次抽取198例外籍患者进行调查。结果干预后护士护理外籍患者面临的困难问题显著少于干预前,护理外籍患者案例考核评分显著高于干预前(P<0.05,P<0.01);干预后外籍患者对跨文化护理服务存在的问题显著少于干预前,对护理服务满意度评分显著高于干预前(P<0.05,P<0.01)。结论问题管理模式在外籍患者跨文化护理管理中的应用,可有效提高患者的满意度及跨文化护理的服务质量。更多还原

【Abstract】 Objective To explore the application of problem management model in improving the quality of transculture nursing for foreign patients.Methods Sixty nurses from 2comprehensive hospitals in Shanghai were surveyed using the self-designed "difficulties faced by nurses when caring for foreign patients" questionnaire,and 265 foreign patients completed the "foreign patient′s transcultural nursing needs and evaluation" questionnaire.Seven problems of language communication barrier,inadequate privacy protection,lack of religious knowledge,ignorance of dining habits,insufficient respect to customs and taboos,unconsciousness of social etiquette and lack of knowledge of transcultural nursing theory were discovered by the surveys.Countermeasures,including systematic training of the transcultural nursing theory,privacy protection policy and implementation of detailed rules and regulations on religious belief respect,quality monitoring of transcultural nursing and early warning mechanism,targeted to the abovementioned common problems were pushed forward for one year.After the intervention,198 foreign patients were enrolled and surveyed using the second questionnaire.Results After the intervention,the problems faced by nurses caring for the foreign patients decreased significantly(P<0.05,P<0.01),so did the problems foreign patients had towards the transcultural nursing service(P<0.05,P<0.01).Nurses scored higher than before in foreign case examination(P<0.05).Foreign patients presented higher satisfaction with nursing service than before(P<0.05).Conclusion The application of the problem management model in nursing care for foreign patients can effectively improve the satisfaction of the patients and the quality of transcultural nursing.更多还原