| 门急诊输液室护理投诉原因分析及对策 |
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| 引用本文： | 姜丽娟,崔秋霞,崔扬红. 门急诊输液室护理投诉原因分析及对策[J]. 护理管理杂志, 2009, 9(6): 57-58 |
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| 作者姓名： | 姜丽娟 崔秋霞 崔扬红 |
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| 作者单位： | 南通大学附属医院,急诊科,江苏,南通,226001;南通大学附属医院,急诊科,江苏,南通,226001;南通大学附属医院,急诊科,江苏,南通,226001 |
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| 摘 要： | 目的分析输液室常见护理投诉原因并提出护理对策。方法采用回顾性调查，统计我院近2年门急诊输液室护理投诉情况并详细分析原因。结果2年内输液率护理投诉共78例，有效投诉44例（56．41％）。从管理、护士、病人等方面分析投诉原因，并针对原因制订对策。结论通过改变服务理念、优化输液护理服务流程、增加并落实便民服务措施等化解护患矛盾，提高病人满意度，从而降低投诉率.
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| 关 键 词： | 门急诊 输液 护理投诉 |
The reason analysis and strategies of nursing complaints in infusion room of emergency department |
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| JIANG Li-juan,CUI Qiu-xia,Cui Yang-hong. The reason analysis and strategies of nursing complaints in infusion room of emergency department[J]. Journal of Nursing Administration, 2009, 9(6): 57-58 |
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| Authors: | JIANG Li-juan CUI Qiu-xia Cui Yang-hong |
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| Affiliation: | JIANG Li - juan, CUI Qiu - xia, CUI Yang - hong(Emergency Department, Affiliated Hospital of Nantong College, Nantong 226001, China) |
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| Abstract: | Objective To analyze the common reasons of nursing complaints in infusion room and propose effective strategies. Methods A retrospective analysis was done based on the eases of nursing complaints in infusion room in the recent two years. Results A total of 78 nursing complaints occurred in infusion room in the recent two years. Among which,44 cases of nursing complaints （56.41%） were valid. The main reasons of nursing complaints were factors in the aspects of management, nurses and patients, then some strategies were proposed. Conclusions It is suggested to innovate service philosophy, modify nursing flow in transfusion,implement convenient serviee items to relieve nurse- patient conflict and increase patients＇ satisfaction. |
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| Keywords: | emergent y department infusion nursing complains |
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