门诊护理有效投诉原因分析及对策

收集2001年1月-2005年12月门诊护理有效投诉35起,对其进行调查核实和分析归类,发现有效护理投诉的原因有:护士方面主要是服务态度差,护患沟通不良,分诊工作不落实,工作粗心等;管理方面主要是门诊流程不良和护理人员编制不足;病人方面主要是自我保护意识增强;社会因素方面主要是医疗费用问题。寻找护理对策,强化“以病人为中心”的服务思想,完善规章制度,规范护理行为,管理者当好“侦察员”、“监督员”、“协调员,”积极协调、交流沟通,及时纠正一些不适当护理行为,最终使护理有效投诉下降,提高了护理服务质量。

Analysis of Effective Complain in Clinic Nursing and Countermeasures

The authors collected the 35 cases of effective complain about clinic nursing from Jan.2001 to Dec.2005 and found out the causes of effective complains by checking and analyzing them.Causes of nurses were: poor service attitude,inadequate nurse-patient communication,careless work and so on.Causes of management were poor clinic procedure and inadequacy of nursing personnel.The main causes of patients were the increase of consciousness of self-protection and so on.The main cause from society was medical expense.The authors found out nursing countermeasure,strengthened the service idea of "patient-centered",perfected the rules,and standardized nursing behavior.Administrative personnel should be good "observer","monitor","coordinator",coordinate and communicate actively and correct some improper nursing behavior.Thus,the effective complains about nursing will decrease and the nurse service quality will be raised.