综合医院门诊分诊纠纷的原因和对策

目的通过对综合医院门诊分诊纠纷原因的分析,研究减少医疗纠纷的方法和对策。方法采取提高护士的工作积极性和业务技术水平,培养良好的的职业道德;加强制度建设,改善病人就诊环境;为危重病人提供一条龙的服务;及时化解病人的不良情绪,把矛盾消灭于萌芽状态。结果经过努力7年来我科没有发生明显的纠纷。结论门诊分诊虽是纠纷的多发环节,但只要处理得当,就完全可以避免。

CAUSE AND COUNTERMEASURES OF DISSENSION ABOUT SEPARATE EXAMINATION OF OUTPATIENT DEPARTMENT IN GENERAL HOSPITAL

Objective To discuss the countermeasures to decrease the dissension of separate examination. Methods To analyze the causes of dissension in outpatient department of general hospital and prevent the healthcare dissension. The causes of dissension included: lower quality of operational ability and service attitude and unsuitable explain and individual lower enthusiasm of nurses; the factor of work system and environment; the factor of patients. The measures of prevention included: enhancement of operational ability and enthusiasm and professional morality of nurses; reforms of work system and waiting environment and reduce the anxious emotion of patients, provide the whole service with patients in peril; eliminate the unkindly emotion of patients in time. Results There was no obvious dissension in outpatient department in past seven years. Conclusion The dissension was familiar of separate examination of outpatient department,and it can be prevented by appropriate measures.