【摘要】 目的 探究4P医学联合5A护理模式在医院投诉管理中的应用价值。方法 选择2023年1—12月在广西医科大学第一附属医院工作的100名医护人员，2023年1—6月实施常规管理（实施前），2023年7—12月实施4P医学联合5A护理模式管理（实施后），对比4P医学联合5A护理模式管理实施前后医护人员接到的投诉情况、管理满意度、职业生命质量。结果 实施前，医疗护理类、服务态度类、环境设施类投诉分别为4起、7起与9起，而实施后服务态度类、环境设施类投诉均仅有1起，实施后少于实施前。实施后医护人员的满意度为98.00%(98/100)，高于实施前的90.00%(90/100)，差异有统计学意义（χ~2=5.674,P=0.017）。实施后职业生命质量中各维度评分均高于实施前，差异均有统计学意义（P均<0.05）。结论 4P医学联合5A护理模式应用在医院管理中能够有效降低医院投诉率，提高医护人员的满意度，提高其职业生命质量。更多还原

【Abstract】 Objective To explore the application value of the 4P medicine combined with the 5A nursing model in hospital complaint management. Methods One hundred medical staff members who worked in the First Affiliated Hospital of Guangxi Medical University from January to December 2023 were selected. Routine management was implemented from January to June 2023(before implementation), and the 4P medical combined 5A nursing model management was implemented from July to December 2023(after implementation). Compare the complaints received by medical staff, management satisfaction and professional quality of life before and after the implementation of the 4P medical combined 5A nursing model management. Results Before the implementation, there were 4 cases of complaints related to medical care and nursing, 7 cases of complaints related to service attitude, and 9 cases of complaints related to environmental facilities respectively. However, after the implementation, there were only 1 case of complaints related to service attitude and environmental facilities respectively. The number of complaints after the implementation was significantly less than that before the implementation. After the implementation, the satisfaction rate of medical staff was 98.00%(98/100), which was higher than 90.00%(90/100) before the implementation, and the difference was statistically significant(χ~2=5.674, P=0.017). After the implementation, the content percentages of each dimension in the quality of occupational life were all higher than those before the implementation, and the differences were statistically significant(all P<0.05). Conclusion The application of the 4P medical combined with 5A nursing model in hospital management can effectively reduce the hospital complaint rate, improve the satisfaction of medical staff, and enhance the professional quality of life of staff.更多还原