分析21例急诊护理纠纷与防范对策

Analysis on 21 complaints of emergency care and the preventive measures

目的分析急诊护理纠纷发生原因并采取防范对策。方法总结分析5年发生在急诊室的21例护理纠纷,从护理服务、业务技术、急诊风险管理等方面进行原因分析并采取防范对策。结果2年来急诊护理纠纷发生率为0,护理投诉率为0,急诊患者的满意度由90%提高至98%。结论加强护患沟通,增强护理服务意识,提高急救技能,加强护理安全管理和有关法律、法规学习,能有效防范护理纠纷的发生。

Objective To review the causes of complaints of emergency care and to explore preventive measures. Methods Based on the 21 complaints of Emergency Room in the recent 5 years,causes of nursing care quality,nursing skills and emergency-risk-administration were reviewed and preventive measures were explored. Results None emergency care dispute or nursing care complaint occurred in 2 years. The degree of the patients satisfaction increased from 90% to 98%. Conclusion Complaints about nursing care will be lessened through efficient communication between nurses and patients, nurses awareness of service quality, improvement of nursing skills and Rood understanding of regulations and policies.