产科常见护患纠纷的原因及防范对策探讨  

Discussion on Reasons and Preventive Measures of Obstetric Nurse-Patient Disputes

作　　者：沈国梅[1] 褚红阳[2] 陆秀凤[1] SHEN Guo-mei CHU Hong-yang LU Xiu-feng(Hangzhou Xiaoshan District, the First People＇s Hospita Chinese and Western Medicine in Zhejiang Province Combined Hospital, Hangzhou City Red Cross Hospita)

机构地区：[1]杭州市萧山区第一人民医院 [2]浙江省中西医结合医院,杭州市红十字会医院

出　　处：《医院管理论坛》2017年第6期25-27,33,共4页Hospital Management Forum

摘　　要：目的近年来护患纠纷发生率逐年上升,护患纠纷的发生,不仅对母婴身心健康造成负面影响,也会导致护理人员工作积极性受到打击,如何建立融洽和谐的护患关系,减少护患纠纷的发生率是目前需要解决的问题之一。方法通过分析常见护患纠纷的起因,寻找不安全因素,针对性的提出预防措施,为临床减少产科护患纠纷的发生率提供理论参考。结果产妇身份特殊性、产妇及家属对医护工作的期望值过高以及缺乏医学基本知识等个人原因,护理人员换位思考及责任心不强、法律意识淡薄、沟通技巧欠缺、综合素质不够、人员配备不足等因素,以及病房环境不佳、病区分配不合理、医疗费用等因素均可能导致护患纠纷的发生。结论护理工作者应转变护理观念、提高沟通技巧,医院应加强法律知识教育,加强护理人员素质培训,关心护理人员诉求,严格落实各项规章制度,科学分配病区,合理收费,改善社会认知,从各个方面提高产妇及家属对护理的满意度,减少护患纠纷的发生;明确护患纠纷发生的原因,并以严谨、认真的态度去进行针对性的预防,对提高护理水平,减少护患纠纷具有积极的意义。Objective In recent years, the incidence of nurse patient disputes increased year by year; The occurrence of nurse patient disputes, not only have a negative impact on maternal and child health, but also lead to the nursing staff＇s enthusiasm to be hit; How to establish a harmonious relationship between nurses and patients and reduce the incidence of nurse patient disputes is one of the problems should be solved. Methods Through the analysis of the causes of common nurse patient disputes, looking for unsafe factors, targeted preventive measures to provide a theoretical reference for reducing the incidence of obstetric nurse patient disputes. Results The individual reasons of the patients included the special identity of the mother, the expectation value of the maternal and family members to the medical care work and the lack of basic medical knowledge; The factors of nursing staff, including nursing staff empathy, responsibility is not strong, weak legal awareness, lack of communication skills, comprehensive quality is not enough and inadequate staffing; As well as poor ward environment, unreasonable allocation of wards, medical expenses and other factors may lead to the occurrence of nurse patient disputes. Conclusion Nursing staff should change nursing idea and improve communication skills; The hospital should strengthen legal education, strengthen the quality of personnel training of nursing, nursing staff care demands, strictly implement the rules and regulations, reasonable fees, improve the scientific distribution of ward and improve social cognition, to improve maternal and family satisfaction with care, reduce the incidence of nursing disputes; Generally speaking, it is a great significance to clarify the causes of nurse patient disputes, carry out targeted prevention with strict and serious attitude for improve the level of nursing and reduce the nurse patient disputes.

关 键 词：产科 护患纠纷 防范对策 

分 类 号：R47[医药卫生—护理学]