医疗美容科护理危机产生的原因及管理对策

目的探讨医疗美容科护理危机产生的原因并制定相应对策，减少危机事件的潜在危害，提高护理质量。方法选择2009年8月至2010年8月就诊患者810例次与实施危机管理措施后2010年9月至2011年8月就诊患者1032例次为研究对象，比较实施护理危机管理措施前后护理缺陷发生率、护患纠纷发生率和患者的满意度。结果实施护理危机管理措施后护理缺陷和护患纠纷发生率分别由4．2％，1．6％下降至2．2％和0．5％，患者满意度由86．9％提高至90．4％，差异均有统计学意义（X2分别为5．866，7．279，5．599；P〈0．05）。结论医疗美容科应用护理危机管理措施能减少危机事件对科室的潜在危害，提高医疗美容护理的抗风险能力，为患者提供安全、优质的护理服务，提高患者满意度。

Research of nursing crisis management in medical cosmetology department

Objective To explore the causes of nursing crisis in medical cosmetology department and develop appropriated measurements, reduce the substantial risk of crisis events, and ultimately, improve the nursing quality. Methods Before the nursing crisis management implement, 810 patients were collected from August 2009 to August 2010. After implement, 1 032 patients were collected from September 2010 to August 2011. Nursing deficiency rate, dispute rate between patients and nurses and satisfaction of patients were compared before and after implement of nursing crisis management. Results Nursing deficiency rate and dispute rate between patients and nurses were decreased from 4.2% and 1.6% to 2.2% and 0.5% after the implement of nursing crisis management. Satisfaction degree of patients increased from 86.9% to 90.4%, and all the differences were statistically significant （ X2 = 5. 866, 7. 279 and 5. 599 ;P 〈 0. 05）. Conclusions Application of nursing crisis management in medical cosmetology department could reduce the substantial risk of crisis events, increase the anti-risk ability in cosmestic nursing, provide safe, high-quality nursing care and improve the satisfaction degree of patients.