门诊护士处理患者投诉的心理体验的质性研究

Mental experience of nurses from outpatient department in dealing with patient's complaints:a qualitative study

目的调查门诊护士处理患者投诉的心理体验,为提升护士投诉处理能力,提高工作效率提供参考。方法采取方便抽样的方法,从门诊5个护理单元中选择15名护士作为访谈对象,访谈对处理患者投诉时的心理体验。结果主题包括部分患者不能准确表达投诉问题;部分门诊护士处理投诉时效率不高,处理态度欠积极;部分护士运用沟通技巧欠缺;不能明确投诉问题或不善于寻求帮助等。结论投诉处理是门诊护士日常工作之一,护士应主动提升投诉处理能力,积极有效地应对投诉,提高患者对医院的满意度。

Objective To study the mental experience of nurses from outpatient department in dealing with patient＇scomplaints. Method Using convenient sampling method, 15 nurses from 5 sections of the outpatient department were chosen as interviewees,with the interviews on their mental experience in handling the complaints from outpatients. Result The issues from the interviews included： part of the patients were unable to complain accurately,part of the nurses were ineffective and therefore inactive in handling the complaints; some of the nurses were poor at employing communication skills and some others were incapable of specifying the complaints or asking for assistance. Conclusions Complaint handling is part of the nurses job in the outpatient service. The nurses should take the initiative to improve their ability in complaint handling, so as to handle the complaints in a positive and effective way and improve patient’s satisfaction.