对手术室护理质量投诉的原因分析及对策

Analysis on the causes and countermeasures of patients' complaints about the quality of nursing in operation room

对36起手术室护理质量投诉进行了分析,认为投诉与服务态度、护理工作质量、医疗费用和手术室管理等有关。提出了转变观念,强化手术过程中的服务意识;规范服务行为,提高护理质量;实事求是,正确处理投诉;加强法律知识学习,强化护士自我保护意识是防范手术室护理质量投诉的重要途径。

This article analyzed 36 cases of patients＇ complaints about the quality of nursing in operation room, and indicated that these complaints correlated with serving manner, quality of nursing, medical expenses and management of operation room. The author proposed some countermeasures to avoid the patients＇ complaints,such as changing ideas and strengthening serving consciousness;standardizing serving behaviors to improve the quality of nursing; honestly and correctly dealing with patients＇ complaints;enhancing the learning about the law to raise nurses＇ consciousness of self-protection.