86例儿科护理纠纷原因分析与管理对策

目的分析探讨儿科护理纠纷发生原因。方法通过对城区六家医院儿科近5年护理纠纷进行回顾性分析,探讨儿科护理纠纷发生原因,纠纷发生与当事人职称和工龄的关系。结果统计分析后发现纠纷的主要原因是护理人员的服务水平不高（其中工作责任心不强占26.7%,服务态度冷淡占23%,静脉穿刺水平不高占15.1%）,家属期望值过高和医疗费用增长过快（分别占16.3%和10.5%）,同时还发现低年资和低职称护理人员比高年资高职称的护理人员更容易发生护理纠纷。结论认为更新护理观念、改善服务态度;加强护患沟通、重视护理综合业务素质的提高;强化年轻护理人员的儿科护理技术水平的训练和提高;重视儿科护理的高危因素,严把护理质量关;普及法律知识教育,增加法律意识是降低儿科护理纠纷的主要措施。

Causative Analysis of 86 Nursing Disputes in Pediatrics and Managing Coutermeasures

Objective To analyze the causes of nursing disputes occurred in pediatrics.Methods A retrospective analysis was performed on nursing disputes in pediatrics in recent 5 years in 6 urban hospital to examine the causes of nursing disputes occurred in pediatrics,and association between dispute presence and proffessional title and working age of the person involved.Results By statistical analysis it was found that the major cause of the nursing disputes was decreased nursing service level of the nursing staff in which lacking in responsibility of the work represented 26.7%,indifferent service attitude 23%,and infavorable intraveous puncture(bleedback at one needle)15.1%,too high expectations of the family and increased medical cost accounting for 16.3 and 10.5%respectively.And it showed that the nursing staff of the low length of service and proffessional title was more prone to trigger the nursing dispute presence than those of the high length of service and proffessional title.Conclusion Renewing the nursing concepts,improving the service attitude,strengthening the patient-nurse communication,laying stress on the elevation of the nursing integrated business quality,augmenting the training and elevation of nursing skill level of the younger nursing staff in pediatrics,emphasizing the high-risk factors for pediatric nursing care,controlling strictly the nursing quality,popularizing the education of legal knowledge,and increasing the legal consciousness are the main measures taken to reduce the pediatric nursing disputes.