护理纠纷的原因及防范  

Reasons and prevention of nursing disputes

作　　者：谢娥[1] 

机构地区：[1]自贡市第一人民医院,四川自贡643000

出　　处：《世界中医药》2015年第A02期858-859,共2页World Chinese Medicine

摘　　要：目的提高护理服务质量,预防护理纠纷发生.方法：通过对我院2010年1月-2014年12月护理纠纷82例进行回顾性分析及总结.结果：发现护理纠纷主要是由服务态度差、沟通告知不到位、核心制度执行不严、技术操作不规范不熟练、病历书写不规范、药品不良反应、收费问题、患方期望值过高等方面的原因引起.结论：改善服务态度、加强护患沟通、严格执行核心制度、加强业务学习、提高护理技术水平、规范病历书写、降低患方期望值,是防范护理纠纷的重要措施.ObjectiveTo improve the quality of nursing service and prevent the occurrence of nursing disputes.Methods：82 cases of nursing disputes in January 2010 - December 2014 from our hospital were retrospectively analyzed and summarized.Results：Nursing disputes mainly caused by poor service attitude, not well informed, core system execution is not strict, operation is not standardized or unskilled, medical record is not standardized, drug side reaction, charges, suffering from expect value is too high.Conclusion：Improve service attitude, strengthen communication between nurses and patients, strict implementation of the core system, strengthen professional learning, improvement of nursing technology, standardization of medical records, reduce patient expectations, are the important measures of preventing nursing disputes.

关 键 词：护理纠纷 原因分析 防范措施 

分 类 号：R47[医药卫生—护理学] R-051[医药卫生—临床医学]