综合医院口腔科护患纠纷的原因分析及防范对策

Analysis and Countermeasures of dental nurse-patient disputes in general hospital

目的:分析口腔门诊护患纠纷产生的原因及防范对策。方法:收集16例综合医院口腔科门诊护患纠纷,分析护患纠纷产生的原因,总结口腔科护理工作的现状。结果:医护患之间沟通失败引起的护患纠纷10例,占62.5%;因患者对医疗收费高引起的护患纠纷2例,占12.5%;因护士专业知识缺乏引起的护患纠纷1例,占总护患纠纷比例的6.3%;因护理人员短缺引起的的护患纠纷3例,占18.7%。结论:加强医护患之间有效沟通、严格收费制度、强化护士职业道德教育、加强护理人员专业水准、提高口腔门诊护理工作质量和水平、增加护理队伍人员配备是防范护患纠纷的有效措施。

Objective：Cause analysis and Countermeasures of nurse-patient disputes in the dental clinic. Methods：16cases of nurse-patient disputes in dentistry clinic were collected. The reasons of nursing disputes and the status of dentistry care were analyzed and summarized. Results：10 cases were caused by failure of communication between patient, doctor and nurse（62.5%）. There were 2 cases caused by high medical charges（12.5%）. There was another case caused by the lack knowledge of professional nursing（6.3%）. 3 cases were due to understaffed nurses（18.7%）. Conclusion： There were several effective methods to prevent patient-nurse disputes, for example, strengthening the effective communication between patient and nurse, strictly implementation of the charging system, strengthening professional ethics education of nurses, improving the expertise level of nurses, and increasing the number of nurses.