门急诊输液室护理投诉原因分析及对策

The reason analysis and strategies of nursing complaints in infusion room of emergency department

目的分析输液室常见护理投诉原因并提出护理对策。方法采用回顾性调查,统计我院近2年门急诊输液室护理投诉情况并详细分析原因。结果2年内输液室护理投诉共78例,有效投诉44例(56.41%)。从管理、护士、病人等方面分析投诉原因,并针对原因制订对策。结论通过改变服务理念、优化输液护理服务流程、增加并落实便民服务措施等化解护患矛盾,提高病人满意度,从而降低投诉率。

Objective To analyze the common reasons of nursing complaints in infusion room and propose effective strategies. Methods A retrospective analysis was done based on the eases of nursing complaints in infusion room in the recent two years. Results A total of 78 nursing complaints occurred in infusion room in the recent two years. Among which,44 cases of nursing complaints （56.41%） were valid. The main reasons of nursing complaints were factors in the aspects of management, nurses and patients, then some strategies were proposed. Conclusions It is suggested to innovate service philosophy, modify nursing flow in transfusion,implement convenient serviee items to relieve nurse- patient conflict and increase patients＇ satisfaction.