护士长在处理病人投诉中的策略  

Countermeasures in dealing with patients' complaints by head nurses

作　　者：康英[1] 左永金[1] 丁萍[1] 

机构地区：[1]镇江市第一人民医院特需病房,江苏镇江212002

出　　处：《护理管理杂志》2004年第4期54-55,共2页Journal of Nursing Administration

摘　　要：目的　正确处理病房病人投诉 ,减少医疗纠纷。方法　查清事因 ,主动应对。结果　改善了护患关系 ,提高了护理服务满意度。结论　护士长首先要重视和正确对待病人投诉 ,力争将矛盾的负面影响降到最低程度。以此为契机 ,完善管理 ,强化服务理念 ,进一步提高护理质量。Objective To deal with patients' complaints correctly and reduce the occurrence of medical dispute.Method To find out causes of the complaints and to deal with them actively.Results The nurse-client relationship was improved,and patients showed satisfied with nursing service.Conclusion Head nurses should pay close attention to patients' complaints and deal with it correctly and try to reduce the negative impact to the minimum level.At the same time,head nurses should improve their management and emphasize the service concept to enhance quality of nursing further.

关 键 词：病人 投诉 处理 

分 类 号：G931.2[文化科学]