门诊采血中心护患冲突原因分析及对策

Analysis of Causes and Countermeasure of Nurse-patient Conflict in the Outpatient Blood Collecting Center

目的分析门诊采血中心患者投诉的主要原因,为制定防范措施提供依据。方法对采血中心3年来的门诊病人投诉的原因进行回顾性分析并提出防范措施。结果发现医疗投诉的原因分以下几个方面,护理人员服务缺陷,医院管理不到位,病人自身素质问题,其中,护理人员缺乏主动服务意识、技术部熟练、缺乏主动的沟通意识为主体。结论门诊护理人员应转变工作态度,不断完善自身素质,提高护理技术水平,加强护患沟通,以减少护理投诉的发生,提高病人满意度。

Objective To analyze the main the cause of patients＇ complaints in blood collecting center, and provide the basis for the devel- opment of preventive measures. Methods The cause of patients＇ complaints in recent three years in blood collecting center were retrospec- tively analyzed and preventive measures were proposed. Results It was found that the cause of medical complaints were divided into the following aspects, defects in nursing service defects, imperfect of management of hospital, and quality problems of the patient. The main parts are lack of awareness of active service and initiative communication, and skilled technical department. Conclusion Outpatient nurses should change attitude, improve their own quality and the technical level of care, and strengthen communication between nurses and pa- tients. This would reduce the incidence of care complaints and improve patients＇ satisfaction.