人文关怀理念下急诊智能化需求问答程序的设计与应用研究

doi:10.3761/j.issn.2096-7446.2026.09.007

摘要/Abstract

摘要：

目的设计人文关怀理念下急诊智能化需求问答程序并评价应用效果。方法于2023年1月—2024年12月，收集深圳市某三级甲等医院急诊科患者及家属咨询记录4 050条，采用内容分析法归类高频问题，设计融入人文关怀理念的智能化需求问答程序。程序于2025年1月在急诊科正式上线应用。采用连续纳入法，2025年1月—6月急诊科就诊患者为试验组（n=300），2024年1月—6月急诊科就诊患者为对照组（n=300），两组除问答程序外，其余急诊服务与护理流程保持一致。采用自行设计的问卷评估患者满意度，同时收集护士咨询负荷、响应时间等效率指标，并通过半结构式访谈了解试验组患者使用程序后的体验。结果 2025年1月—6月程序累计使用达21 086次，日均117次。试验组护士日均人工咨询次数（12.5±3.2）次显著低于对照组（24.4±4.1）次；试验组获取信息响应时间（1.5±0.5） min 短于对照组（3.2±0.8） min，差异均具有统计学意义（P<0.001）。试验组在获取信息准确性、信息获取便捷性、语言亲和力及整体满意度各维度得分均高于对照组（P<0.001）。质性访谈结果提炼出2个主题：程序功能实用，有效缓解信息焦虑；语言温暖有共情，增强就医安全感。结论人文关怀理念下急诊智能化需求问答程序能有效满足急诊患者的信息与情感双重需求，显著提升其就医服务体验及护理工作效率，为急诊护理智慧化与人文化融合发展提供了可推广的实践路径。

关键词: 急诊科, 智能化问答, 人文护理, 就医体验, 满意度

Abstract:

Objective To design an intelligent demand Q&A program based on the humanistic care concept for emergency care and verify its application effectiveness. Methods From January 2023 to December 2024，4，050 consultation records of patients and their families in the emergency department of a tertiary grade A hospital in Shenzhen were collected. Content analysis was used to classify the frequently asked questions，and an intelligent demand Q&A program integrating the humanistic care concept was designed. The program was officially launched and applied in the emergency department in January 2025. Using the continuous inclusion method，patients visiting the emergency department in January to June 2025 were the experimental group（n=300），and those in January to June 2024 were the control group（n=300）. The two groups maintained the same emergency service and nursing procedures except for the Q&A program. A self-designed questionnaire was used to evaluate patient satisfaction，and efficiency indicators such as nurse consultation load and response time were collected. Semi-structured interviews were conducted to understand the experience of patients in the experimental group after using the program. Results From January to June 2025，the program was used a total of 21，086 times，with an average of 117 uses per day. The average number of daily manual consultations per nurse in the experimental group（12.5 ± 3.2） was significantly lower than that in the control group（24.4±4.1），and the average response time for information retrieval in the expe-rimental group（1.5±0.5 min） was significantly shorter than that in the control group （3.2 ± 0.8 min）（P<0.001）. The experimental group scored significantly higher than the control group in all dimensions，including information accuracy，information accessibility，language affinity，and overall satisfaction（P<0.001）. The qualitative interview results identified two themes：the program’s functions were practical，effectively alleviating information anxiety；the language was warm and empathetic，enhancing the sense of security during medical treatment. Conclusion The emergency intelligent demand Q&A program designed under the humanistic care concept can effectively meet the dual needs of emergency patients for information and emotions，significantly improve their medical service experience and nursing work efficiency，providing a practical path for the integration development of intelligence and humanism in emergency care.

Key words: Emergency Department, Intelligent Question Answering, Humanistic Nursing, Medical Service Experience, Satisfaction

黄水秀, 梁莉, 张伟, 赵宇. 人文关怀理念下急诊智能化需求问答程序的设计与应用研究[J]. 中华急危重症护理杂志, 2026, 7(9): 1076-1081.

HUANG Shuixiu, LIANG Li, ZHANG Wei, ZHAO Yu. Design and application of an intelligent demand Q&A program for emergency department based on humanistic care concept[J]. Chinese Journal of Emergency and Critical Care Nursing, 2026, 7(9): 1076-1081.

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