产科护患纠纷分析与防范

Analysis and prevention of nurse-patient disputes in obstetrics

目的探讨产科护患纠纷的原因与防范。方法回顾性分析本院产科2010年7月～2012年7月发生的护患纠纷50起的资料。结果本院产科发生护患纠纷的主要原因是护理Y员的服务态度不佳、患者对医院医疗收费不理解及护理人员业务素质不高等,分别占总数的30%、26%、20%;与护师、主管及以上护理人员相比,护士的被投诉率较高;和工龄5～10年、10年以上的护理人员相比,<5年工龄的护理人员被投诉率较高,差异有统计学意义(P<0.05)。结论增强服务意识、加强护患沟通,提升业务素质等能够有效防范护患纠纷。

Objective To investigate the reasons and prevention of nurse-patient disputes in obstetrics. Methods 50 cases of nursing complaints were retrospectively analyzed which had happed in our hospital from July 2010 to July 2012. Results The main causes of nurse-patient disputes in our department were the bad nursing staff service attitude, the misunderstand of service quality of patients, the hospital medical fees, bad service quality and so on, accounted for 30%, 26% and 20%; compared to the primary nurse, supervisor and above, the complaints rate of nurses was higher; compared to nursing staff with seniority 5-10 years, 〉10 years, the complaint rate of nurses whose seniority 〈 5 years was higher, the difference was statistically significant （P 〈 0.05）. Conclusion To enhance service awareness, strengthen communication between nurses and patients, improve service oualitv and so on can effectively prevent nursing disputes.