护士长如何从投诉中获取管理创新思路  

How head nurses obtain fresh management ideas from complaints

作　　者：余汉霞[1] 万桂荣[1] 李文珍[1] 

机构地区：[1]十堰市人民医院郧阳医学院附属人民医院,442000,湖北省十堰市朝阳中路23号

出　　处：《中国护理管理》2005年第6期34-35,共2页Chinese Nursing Management

摘　　要：为了使护士长正确认识和对待病人的投诉,本文着重阐述护理投诉常见原因、表现形式,分析病人投诉给护士长带来的启示;指出投诉意味着护理工作存在不足,护患之间缺乏沟通,意味着未能实现及满足病人的需求。总之,护士长应更新观念,换位思考,对投诉事件逐一进行讨论,剖析投诉的根源,从投诉中获得管理创新及改进工作的思路。In order to make the head nurses recognize and treat patient complaints correctly, this article mainly described the common causes and manifestation of nursing complaints and analyzed what the patient complaints brought to head nurses. The authors suggested that when there was a complaint, there was deficiency in nursing and short of communication between patient and nurse, and there were some patient needs not been realized or net. In a word,head nurses should renew their ideas, exchange the bit to think, and hold discussions about patient complaints one by one to analyze the origin of the complaints and obtain fresh management ideas and methods to imorove work from the complaints.

关 键 词：病人投诉 护士长 管理创新 护患关系 

分 类 号：R47[医药卫生—护理学] R197.32[医药卫生—临床医学]