护理纠纷原因分析与防范对策

Analysis of causes and prevention countermeasures of nursing disputes

目的:对护理纠纷发生原因进行分析,提出防范对策,进一步提高护理服务质量,规范护理行为,确保护理安全。方法:对我院5年来26起护理纠纷案例进行回顾性分析,分析护理纠纷产生的原因,提出防范对策。结果:护理纠纷的发生主要与护理人员违反操作常规、护理文件书写记录不严谨、患方期望值过高、护理人员责任心和法律意识不强、服务意识差、缺乏沟通技巧有关。结论:规范护理服务行为,完善管理制度,提高护理人员素质,强化服务意识,转变服务观念,增强沟通技巧和法律意识可有效减少和杜绝护理纠纷的发生。

Objective： To prevent nursing disputes,to further improve the quality of nursing service and to standardize nursing behaviors and ensure nursing safety. Methods： Conduct a retrospective analysis of 26 cases of nursing disputes of last 5 years in our hospital to analyze the causes of nursing disputes. Results： Nursing disputes mainly happened owing to the nursing staff＇ violation of operating specifications,non-rigorous nursing writing documents,patients＇ high expectations,nursing staff＇s weak sense of responsibility and legal awareness,poor sense of service and lack of communication skills. Conclusion： It is possible to reduce and prevent the occurrence of nursing dissension by standardizing nursing service,perfecting the management system,improving the quality of nursing staffs,strengthening consciousness of service,changing the sense of service and enhancing communication skills and legal awareness of nursing staff.