护患纠纷产生的相关因素及对策

目的 调查和分析护患纠纷产生的相关因素，探讨有效控制和降低护患纠纷发生率的措施。方法 对1999年1月至2001年12月85例护患纠纷进行回顾性调查和统计分析。结果护患纠纷多发于急诊(18．82％)、外伤车祸(17．65％)、高额收费(29．41％)、多次住院(20．00％)的患；并且与护士的技术(14．12％)、责任(4．70％)、沟通(43．53％)及管理(37．65％)有关。结论 降低护息纠纷的有效措施是：(1)制度的持续改进；(2)加强护士培训(包括服务礼仪、沟通技巧、新业务技术、法律意识)；(3)加强考核，建立预案；(4)注重环节及即时质量。

Nurse-patient Conflicts: Causes and Countermeasures

Objective To analyze causes for nurse-patient conflicts and discuss measures to solve the problem. Methods 85 incidences of nurse-patient entanglement from Jan 1999 to Dec 2001 were reviewed and analyzed. Results Conflicts mostly occurred in the emergency department (18.82%), in patients with accident traumas (17.65%), when medical expenses were high (29.41%), and in patients of repeated admission (20%). They were also associated with nursing skills (14.12%), responsibility on the part of nurse (4.70%), communication problems (43.53%) and management (37.65%). Conclusion Most nurse-patient conflicts are avoidable as long as effective measures are taken, which include: 1) perfecting rules; 2) intensifying training; 3) enhancing assessment and taking predictable measures, and 4) strengthening weak link quality.