门诊因注射贵重药物发生纠纷的原因分析与对策

Analysis and countermeasure of the reasons of nursing disputes and complaints due to injection of expensive drugs in outpatient department

目的减少门诊因注射贵重药物引发的纠纷与投诉,提高护理质量。方法分析门诊注射贵重药物发生纠纷与投诉的原因,采取对策,并改进工作方法。结果纠纷发生主要原因包括药物特性造成抽吸药物不完全、护士缺乏工作责任心及特殊包装的药物等因素。2005年注射贵重药物发生纠纷与投诉21起,2006年通过改进工作方法下降为3起。结论改进后的工作方法可以有效地减少医疗纠纷的发生。

Objective To analyze the reasons of disputes and complaints clue to injection of expensive drugs in outpatient department,and take effective countermeasures to improve the quality of nursing. Methods The reasons of waste of expensive drugs during injection were analyzed, and the improvement measures were carried out. Then,the patients＇ complaints and nursing disputes were compared before and after the improvement. Results The main reasons of disputes were leftover of drugs during pumping, lack of responsibility, nurses＇ techniques, and special packaging of drugs. After the improvement, the disputes and complaints decreased from 21 cases in year 2005 to 3 cases in year 2006, Conclusion The improved measures can effectively reduce medical disputes.