12例护理投诉原因分析与对策

Analysis of causes and countermeasure for 12 disputes between nurses and out-patients in the infusion hall.

目的：提高门、急诊输液的护理质量。方法：通过对输液厅发生的12例护患纠纷进行分析归类,提出对策并观察效果。结果：明显减少了护患纠纷的发生,2005年上半年护理满意度由原来的85%提高到98%。结论：有针对性地分析护患纠纷的原因并制定相应对策,可以提高护理满意度,降低护患纠纷的发生。

Objective： To improve the nursing quality of the infusion. Method： Disputes between nurses and patients of 12 were analysed, and presented relvant countermeasures. Results： The eccurrence of disputes has markedly decreaed, and the nursing satisfaction index raised 98 % in 2005. Conclusions： To pertinently analyze the causes of disputes between the nurses and patients and formulate the corresponding countermeasure can raise the nursing satisfaction index and decrsase the occurrence of disputes between the nurses and patients.