护士长管理干预对提高护理质量及减少护患纠纷的效果观察

Effect Observation of Head Nurse Management Intervention on the Improvement of Nurse Quality and the Reduce of Nurse-patient Disputes

目的探究护士长管理干预对提高护理质量及减少护患纠纷的效果。方法随机选取于2012~2013间在我院住院的200例患者作为本次研究对象。根据入院时间将患者分为观察组和对照组,对照组患者采用常规护理的方法,观察组患者在此基础上采用护士长管理干预的方法。干预的方法有：护士站前移、弹性排班、优化护理的服务流程;增强护理的风险管理;完善护理工作的考核;增强护患纠纷的预防管理。观察两组患者的满意率和护患纠纷发生率。结果对照组100例患者中总满意率为85%,而观察组患者总满意率高达97%,观察组患者满意率明显高于对照组。两组比较有显著差异（t=4.0963,P=0.0000）。观察组患者中护患纠纷的发生率为24%,而观察组患者中护患纠纷的发生率为4%。对照组患者中护患纠纷的发生率明显高于对照组,两组比较具有统计学意义（P〈0.05）。结论护士长管理干预可以提高护理的质量和护理的满意率,可以减少护患纠纷发生。

Objective To research the head nurse management interventions to improve the quality of care and reduce the effect of nursing disputes. Methods Randomly selecting 200 patients in the hospital from 2012 to 2013 as the research objects. The patients were divided into observation group and the control group according to the time of admission. The observation group was treated with routine care approach and the control group was treated on the basis of nurse management intervention methods. Methods of intervention were nursing station ante displacement,flexible scheduling and optimization of processes of care services; enhancing risk management of care; improving the assessment of nursing work; and enhancing prevention management nurse- patient disputes. The satisfaction rate and the incidence of nursing disputes of patients in two groups were observed. Results The overall satisfaction rate of 100 patients was 85% in control group,while overall satisfaction rate of patients in the observation group was 97%,and the satisfaction rate of the observation group was significantly higher than the control group. There were significant differences between the two groups（ t = 4. 096 3,P = 0. 000 0）. Nursing disputes incidence of patients in the control group was 24%,while nursing disputes occurred rate of patients in the observaion group was 4%. There was significantly higher incidence of disputes of nurses and patients in the observation group between the two groups,and the meaning was statistically significant（ P〈0. 05）. Conclusion The nurse management intervention can improve the quality of nursing and the satisfaction of nursing,and it also can reduce the dispute of nurses and patients.