| 门诊手术室护理投诉原因分析及对策 |
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| 引用本文： | 张吉芸. 门诊手术室护理投诉原因分析及对策[J]. 护理管理杂志, 2011, 11(1): 65-66 |
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| 作者姓名： | 张吉芸 |
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| 作者单位： | 上海交通大学医学院附属瑞金医院手术室,上海市,200025 |
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| 摘 要： | 目的 了解门诊手术室护理投诉原因,并制订相应的对策,以提高护理服务质量和管理水平.方法 回顾统计某医院近两年来门诊手术室护理投诉情况,进行分析和总结.结果 两年共受理护理投诉12例,投诉发生率为0.08%,投诉原因主要表现在护理服务、管理、费用及护患沟通等方面.结论 正确处理护理投诉信息,可有效提高护理服务质量.
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| 关 键 词： | 门诊手术室 护理投诉 护理服务 护理管理 |
Reason analysis and strategies of nursing complaints in the outpatient operating room |
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| ZHANG Ji-yun. Reason analysis and strategies of nursing complaints in the outpatient operating room[J]. Journal of Nursing Administration, 2011, 11(1): 65-66 |
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| Authors: | ZHANG Ji-yun |
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| Affiliation: | ZHANG Ji -yun (Operating Room, Ruijing Hospital, School of Medical Sciences, Shanghai Jiaotong University, Shanghai 200025, China) |
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| Abstract: | Objective To understand the reasons of nursing complaints in the outpatient operating room and develop the corresponding measures to improve the quality of nursing service and the level of nursing administration. Method This paper retrospectively analyzed the cases of nursing complaints in the outpatient operating room in the recent two years. Results In the two years,there were 12 cases of nursing complaints. The complaint rate was 0.08%. The reasons of nursing complaints includes factors in nursing services, nursing management, fees, nurse - patient communication, and so on. Conclusion To correctly use the information of nursing complaints is effective to improve the quality of care. |
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| Keywords: | outpatient operating room nursing complaint nursing service nursing management |
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