门诊护士在护患纠纷中的自我防护及对策

Self Protection of Outpatient Nurses in Nurse Patient Disputes and Its Countermeasures

目的探讨门诊护士在发生护患纠纷时在自我防护的同时,如何采取相应的对策。方法该研究回顾性分析了该院2012年3月—2015年1月之间受理的门诊投诉,选取其中的门诊护理投诉49例以作研究,进行分类归纳,分析投诉发生的原因,针对相关问题,做好责任划分,提出预防措施和对应的解决方法。结果通过分析纠纷产生的各种原因,提出解决和防范护患纠纷的对策,树立优质服务的理念,学习法律知识,依法处理护患纠纷,在保障患者的利益同时,也要维护自己的合法权益。护士的综合素质是提高患者满意度,减少护患纠纷的有力保证。结论加强护患沟通,增强法律意识,降低风险系数,提前做好预防工作,提升护理服务质量,提高患者的满意度,才能避免护患纠纷的产生,最大程度保障医护人员和患者的自身利益和人身安全。

Objective To explore the clinic nurse in the nurse patient disputes in self protection at the same time, how to take corresponding countermeasures. Methods The retrospective analysis of our hospital in March 2012- 2015 years 1 month between the admissibility of complaints of out-patient, select the outpatient nursing 49 cases of complaints for research, classify, analysis of causes of complaints, according to related problems, do a good job in the division of responsibilities, puts forward the preventive measures and the corresponding solving method. Results Through the analysis of dispute for a variety of reasons proposed solutions and Countermeasures to prevent nurse patient disputes, establish the concept of quality service, to learn the knowledge of law, in accordance with the law of nurse patient Disputes, in patients with security interests and at the same time, but also to safeguard their legitimate rights and interests. The comprehensive quality of nurses is improve the satisfaction of patients and reduce nurse patient disputes guarantee. Conclusion Strengthen communication between nurses and patients, to enhance awareness of the law, reduce the risk coefficient, well in advance of the prevention work, enhance the quality of nursing service, improve patient satisfaction, in order to avoid the nurse patient disputes, maximize the protection of medical staff and patients of their own interests and personal safety.