护理缺陷发生后患者及家属的心理感受与需求的研究  

Study on the Patients and Their Families to the Psychological Feeling and Demand of Nursing Defects Occurred

作　　者：马婷[1] 史作霞[1] 张文彦[1] 李馨[1] 

机构地区：[1]首都医科大学附属复兴医院心内科,北京100038

出　　处：《继续医学教育》2016年第6期108-110,共3页Continuing Medical Education

摘　　要：目的了解护理缺陷发生后患者及家属的内心感受和需求,为减少和有效的解决投诉提供依据,为患者及家属构建和谐的医患关系提供帮助。方法采用质性研究的想象学分析法,对2011年7月~2013年6月在我科住院并发生护理缺陷的13位患者和家属进行深入访谈,探索患者及家属在发生投诉后的心理感受和心理需求,以半结构式的深入访谈法对13名患者和家属进行访谈,对访谈资料采用阅读、分析、反思、分类、提炼5个步骤进行分析,提炼主题。结果患者及家属对发生投诉后的心理感受为开始是不高兴和期待,进而转化为生气和气愤。心理需求为需要被尊重和被关怀,需要安抚与道歉,需要及时提供信息。结论护理缺陷发生后患者及家属的心理不满意是逐渐升级的过程,心理需求是多方面的。所以健全管理制度,加强培训,可以减少护理缺陷的发生。做到＂四早＂、＂七点＂,可以预防和减少缺陷发生后对患者及家属心理与身体的伤害,阻止护理缺陷的升级。Objective To learn the feeling and need of patients and their family members after nursing defects, provide evidence for reducing and solving effectively of complaints, and help patients and their families to construct harmonious relationship between doctors and patients. Methods The method of qualitative research to phenomena analysis, 13 patients and their families recepted, interview in-depth, which suffer nursing defected in our hospital from July 2011 to June 2012. To explore the psychological feelings and psychological needs after the complaint because of the nursing defects. The interview datum were analyzed with five steps, reading, analysis, reflection, classification and extraction, in order to refine the theme of research. Results First, the patients and their families are not happy and look forward, then turn into anger and resentment. They need be understand,cared for and accept information in time. Conclusion The discontent of patients and their families is a process of gradually upgrading, after nursing defects. There are a lot of aspects in psychological. Therefore, a sound management system, strengthen the training, canreduce the occurrence of nursing defects. Do ＂Four early＂, ＂Seven points＂, can prevent and reduce the understand and physiology jury of the patients and their families to, prevent the defects of nursing upgrade.

关 键 词：护理缺陷 心理感受 心理需求 

分 类 号：R47[医药卫生—护理学]