引起护患纠纷的因素及防范措施

The causes of dispute of nurses and patients and protection measures

随着社会的发展和人民健康意识的提高,患者对护理服务质量的要求也不断提高。护理工作中稍有不慎就会发生各种矛盾或冲突,若不及时处理好,很容易引起护患纠纷。本文就引起护患纠纷的诸多原因,如主动服务意识不强、专业技术水平不高、违反制度和操作流程、法律意识淡薄、对新型护患关系的认识不够深刻、护理文件书写不规范、培训机制不完善、医护耦合行为不规范、监督管理不到位、患者自身的因素等进行了分析。提出要加强对护理人员监督与管理、提高服务意识,风险意识、合理配置人力资源、建立和完善护患沟通制度、重视护士身心调节、加强对护理工作的正面宣传等措施,使护士在为患者的服务中不断完善自我,构建护患之间良性互动的和谐关系。

The development of the society and the enhancement of health consciousness, make patients to nursing requirements and continuously improve the quality of our service. Taken care work, all sorts of contradiction or conflict will occur if they do not handle in time, it is easy to cause disputes nurses and patients. How to avoid the dispute is worth attaches great importance to the nurses and patients, and explore. In this paper, the cause of the dispute of nurses and patients, active service consciousness is not strong, professional and technical level is not high, the transgression of system and process, the legal consciousness, to the understanding of the new relationship between nurses and patients was not enough profound, nursing documents writing is not finished, the training mechanism, medical coupling behavior is not standard, insufficient supervision and management, the patient＇s own factors were analyzed. Proposed to strengthen the supervision and management of nursing staff, improve service consciousness, risk consciousness, rational allocation of human resources, strengthen and improve the nurse patient communication system, pay attention to nurses＂ physical and mental adjustment, strengthen the positive publicity for nursing measures. The nurse in the patients for services and constantly improve themselves, to build a benign interaction between nurse and patient harmonious nurse patient relationship.