关于加强护士长应对病房投诉管理的探讨  

The Investigation of Strengthening the Management of Ward Complaints for Charge Nurses

作　　者：曾文利[1] 

机构地区：[1]武汉大学人民医院泌尿外科,湖北武汉430060

出　　处：《中国社会医学杂志》2012年第6期384-385,共2页Chinese Journal of Social Medicine

摘　　要：随着我国医疗卫生事业的不断发展和医疗卫生体制改革的不断深入,人们的自我保护意识和法律意识越来越强,很多旧的医疗制度明显不能满足社会对于人性化办医的要求。面对日益紧张的医患关系和愈来愈多的医疗投诉,作为直接面对患者的病房管理工作负责人的护士长,在其中扮演着非常重要的角色。护士长必须掌握好应对相关投诉的处理技巧,以保证病房工作的有序进行。As the medical service in China develops and the medical reform deepens, patients＇ awareness of self- protection and law increase. The medical system is out of date and unable to meet the society＇s demands for people- centered service. The charge nurse, who is in charge of ward management, play a very important role in dealing with increasingly complicated physician-patient relationship along with more medical disputes. The techniques for medical disputes should be mastered so that the work of wards could be done orderly.

关 键 词：医患关系 医疗纠纷 病房投诉 护士长 

分 类 号：R197.322[医药卫生—卫生事业管理]