临终护理高投诉的原因分析  

Reasons of High Incidence of Complaints in Hospice Care

作　　者：栾玉红[1] 刘智惠[2] 

机构地区：[1]解放军第89医院信息科病案室,潍坊261021 [2]解放军第89医院放疗科,潍坊261021

出　　处：《解放军医院管理杂志》2015年第6期579-581,共3页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：临终护理是以临终患者的生理、心理发展和为临终患者及其家属提供全面照顾作为研究对象的新兴学科。通过某院近几年医疗纠纷案例,结合临终护理医疗护理文书,分析临终护理发生高投诉率的主要原因是临终护理观念淡薄、护理业务水平低下、人性化护理不到位、患者及家属自我保护意识增强。针对以上原因提出重视临终护理的学习,依法行护;了解患者及家属需求,尽量满足临终患者的生理、心理和社会需求,加强基础护理与心理护理;家属支持;认真受理投诉,妥善处理化解矛盾。Hospice care is based on the physiological and psychological development of dying patients and provide the comprehensive care for dying patients and their families. The main causes of high complaints of hospice care were found by analyzing the medical dispute cases in a hospital and the care recorders, which contained the weakness of end - of - life care idea, bad nursing quality, nursing care not reaching the demand of the patients, patients＇ self- protect consciousness improving. At last, the countermeasures were proposed as to attaches regulations of terminal care, understand the patient and family needs, provide service to meet the physiological, psychological and social needs of the patients, strengthen the quality of basic nursing and psychological care, seek family support, handle the contradictions properly.

关 键 词：临终护理 投诉高发 原因分析 对策 

分 类 号：R197.32[医药卫生—卫生事业管理]