护理投诉的原因分析及对策

Reason analysis and countermeasures of nursing complaints

目的对护理投诉进行回顾性分析，探讨预防措施。方法分析2007年10月至2011年10月我院受理的52例护理投诉的产生原因，并总结应对措施。结果护理投诉的主要原因为费用问题、责任心不强、服务态度不好及沟通不到位等，对所有投诉都采取了服务补救及改进措施，52例护理投诉均通过有效的沟通圆满解决。结论加强职业道德教育和法律知识的学习、改善服务态度、掌握沟通技巧、提高业务水平、加强管理等可有效改善护患关系，减少护理投诉。

Objective To analyze the reason of nursing complaints and discuss prevention mea- sures. Methods From October 2007 to October 2011,-52 cases nursing complaints were retrospectively analyzed in my hospital. The countermeasures were summarized. Results The reasons of nursing com- plaints were the cost issue, no strong responsibility, bad service attitude and insufficient communication and so on. All complaints were taken service recovery and improvement measures, and 52 cases nursing com- plaints were resolved through effective communication. Conclusions Strengthening occupational ethics education and legal knowledge learning, improving the service attitude, mastering the communication skills, improving the level of business, strengthening management can improve the nurse-patient relationship and reduce nursing complaints.