门诊手术室护理投诉原因分析及对策

Reason analysis and strategies of nursing complaints in the outpatient operating room

目的了解门诊手术室护理投诉原因,并制订相应的对策,以提高护理服务质量和管理水平。方法回顾统计某医院近两年来门诊手术室护理投诉情况,进行分析和总结。结果两年共受理护理投诉12例,投诉发生率为0.08%,投诉原因主要表现在护理服务、管理、费用及护患沟通等方面。结论正确处理护理投诉信息,可有效提高护理服务质量。

Objective To understand the reasons of nursing complaints in the outpatient operating room and develop the corresponding measures to improve the quality of nursing service and the level of nursing administration. Method This paper retrospectively analyzed the cases of nursing complaints in the outpatient operating room in the recent two years. Results In the two years,there were 12 cases of nursing complaints. The complaint rate was 0.08%. The reasons of nursing complaints includes factors in nursing services, nursing management, fees, nurse - patient communication, and so on. Conclusion To correctly use the information of nursing complaints is effective to improve the quality of care.