Objective. To observe the effect of nursing communication ability in outpatient infusion room on the treatment experience of outpatients and their families and analyze whether improving nurses’ communication skills can reduce the incidence of doctor-patient disputes. Methods. According to the results of the communication ability survey, the outpatient nurses in our hospital are divided into groups A ( score < 65 ), B ( 65 ≤ score < 80 ), C ( 80 ≤ score < 95 ), and D ( score ≥ 95 ). Taking outpatients and their families in our hospital from September 2019 to December 2020 as the research objects, they were divided into corresponding groups according to the nurses who served them. Finally, there were 73 cases in group A, 85 in group B, 92 in group C, and 65 in group D. The mental toughness scale (Connor-Davidson Resilience Scale Chinese (CD-RISC)) scores and Herth Hope Index (HHI) scores of the four groups of patients were compared, and the correlation between nurse communication scores and CD-RISC scores and HHI scores was analyzed. The incidence of negative events (patient-nurse disputes, complaints, etc.) and the results of nursing satisfaction surveys during the visits of the four study groups were also counted. Results. The four groups of CD-RISC and HHI total scores were ranked from highest to lowest as groups D, C, B, and A, respectively ( P < 0.05 ). There was a positive correlation between the resilience dimension scores of the family members’ CD-RISC and the toughness, strength, optimism dimension scores of the HHI and the nurses’ communication dimension scores ( r = 0.191 -0.472, P < 0.05 ). Besides, the incidence of negative events was higher in group A than in the other three groups, while the satisfaction with care was lower than in the other three groups ( P < 0.05 ). Conclusion. Improving nurses’ communication skills in infusion room nursing quality management can improve the mental toughness and hope level of patients’ accompanying family members, which is conducive to controlling their emotions and avoiding the occurrence of dispute incidents.

Objective. The infusion room is the last part of an outpatient visit, with high patient density, large staff mobility, and a wide variety of conditions. In addition, most patients are accompanied by their families during infusion, and nursing staff in infusion rooms have to face more trivial and miscellaneous tasks than nursing staff in other treatment departments, which are more complex. The purpose of this research is to explore the impact of the Six Sigma method and CI strategy on the quality of nursing management in infusion rooms, so as to provide reference for clinical research. Methods. A total of 2142 patients treated in our outpatient infusion rooms from June 2019 to June 2020 was included into this retrospective analysis. Of these, 1105 patients admitted before 2020 received routine care management services and were considered as the control group. Another 1037 patients were admitted after 2020 and received the Six Sigma method combined with CI strategic care management and were considered as the research group. The incidence of adverse events during treatment was counted in both groups, and patients’ compliance behavior and psychology were investigated. After treatment, patients’ evaluation of the quality of nursing and their satisfaction with the nursing were investigated. Results. The incidence of adverse events during infusion in the research group was dramatically lower than that in the control group, while the compliance behavior scores were higher ( P < 0.05 ). In addition, SAS and SDS in the research group were lower than those in the control group, while the quality of nursing were higher ( P < 0.05 ). It was also clear that the research group had 93.39% satisfaction with nursing, which was also higher than the control group ( P < 0.05 ). Conclusion. Implementation of infusion room nursing management according to the Six Sigma method with CI strategic plan can avoid adverse events and improve infusion nursing satisfaction. It also helps reduce the incidence of dispute events.