综合门诊静脉输液室护患矛盾的分析及干预

Analysis and Intervention of Nurse-patient contradictory in the Comprehensive Outpatient intravenous infusion room

目的探讨综合门诊静脉输液室护患矛盾的原因及干预对策。方法回顾分析2011年1月～2011年10月门诊输液室发生的护患矛盾。结果护患矛盾的原因有静脉穿刺一次不成功、穿刺部位出血、护理服务缺位、护士语言不当等。对应措施有加强业务技能训练、加强语言行为训练、严格执行操作规程、改善服务流程、营造良好的输液环境等。结论对门诊输液室进行有效的干预能减少护患纠纷,提高护理质量。

Objective To explore the causes and intervention strategies of Nurse-Patient contradictory in the Comprehensive Outpatient intravenous infusion room.Methods Retrospective analyzed the Nurse-patient contradictory from January 2011 to October 2011 in the outpatient infusion room.Results There are some reasons for Nurse-patient contradictory such as firstly unsuccessful venipuncture,puncture site bleeding,absence of nursing services,improper nursing words and so on.The corresponding measures included strengthening business skills training,strengthen ing the training of language behavior,enforcing the rules strictly,improving service processes,and create the good infusion environment and so on.Conclusions Effective interventions can reduce outpatient infusion room nurse-patient contradictory,and improve the quality of nursing.