儿科常见输液投诉原因分析与管理对策

Infusion complaints commonly seen in pediatric department:cause analysis and management strategy

目的:了解分析儿科静脉输液过程中常见护理投诉的原因,提出相应的防范对策。方法:对浙江省台州市温岭市妇幼保健院儿科2014年1月至2015年12月在静脉输液过程中发生的26例护理投诉进行描述性分析。结果:护理投诉发生的主要原因在于:静脉穿刺失败、服务态度欠佳、专业技术不够娴熟、未及时加药、药液外渗、个别输液未执行等。结论:加强儿科护士的素质教育,提高护士的静脉穿刺水平,加强护士与患者及家属的沟通技巧,完善儿科的护理管理措施,特别是护理人力资源的管理,可以有效减少儿科护患纠纷。

Objective To analyze causes for intravenous infusion complaints commonly seen in pediatric department and to propose appropriate countermeasures. Methods Descriptive analysis was conducted of 26 care complaints made in pediatric department of Wenling Hospital of Maternal and Child Healthcare from January 2014 to December 2015. Results The main causes for complaints included venipuncture failure, poor service attitude,unsatisfactory professional and technical skills, delayed dosing, liquid leakage, and unimplemented infusion. Conclusions It is vital to strengthen quality education for pediatric nurses, improve nurses＂ ability for venipuncture, promote nurses＂ communication skills, improve pediatric care management practices, especially in the management of nursing human resources, which can ef- fectively reduce pediatric nurse--patient disputes.