中山市基层医院儿科护理纠纷的原因分析与管理对策

Analysis of Pediatric Nursing Disputes between Nurses and Patients in the Primary Hospitals of Zhongshan City and Its Strategy

目的:调查中山市基层医院儿科护理纠纷产生的根源与特点,探讨有效的应对措施,减少纠纷的发生。方法:通过对中山市全市12家基层医院儿科1年来护理纠纷的回顾性问卷调查,了解儿科护理纠纷产生的一般原因及其深层次原因。结果:中山市基层医院儿科护理纠纷的因素中,家长的因素占32.9%;护理技术缺陷占25.6%;医疗费用问题占12.8%;护理人员工作责任不强占6.5%;服务态度不佳占6.1%;护理人员不足占5.3%;护士法律意识淡薄占4.1%;护理文书书写不规范以及护理管理欠妥各占3.3%。结论:重视护患沟通、不断更新护理观念、改善服务态度;重视儿科护理专业基础与技能的培训与提高;把普及法律知识教育与医德医风建设相结合,贯穿到整个护理活动中,以降低儿科护理纠纷的发生,提高护理质量。

Objective: To investigate the sources and characteristics of pediatric nursing disputes between nurses and patients which happened in the primary hospitals of Zhongshan City.Methods: Retrospective questionnaire surveys were carried out in all the 12 primary hospitals of Zhongshan City.Results: In the occurrence of pediatric nursing disputes the complaint from children's parents is 32.9%;the defect of nursing skill is 25.6%;the high fees of medical care is 12.8%;the nurse's lack of responsibility is 6.5%;the low-qualified nurses is 6.1%;the insufficiency of nurses is 5.3%;The lack of legal awareness is 4.1%;the atypical nursing writing and improper nursing supervision are 3.3%.Conclusion:The facilitation of communication between nurses and patients and the improvement of high quality service and the renewal of nursing concepts can lead to the reduction of pediatric nursing disputes between nurses and patients.