护理预期管理在预防儿科护患纠纷中的应用

Application of expectation management to pediatric patients in prevention of medical disputes

目的 防范儿科护患纠纷,提高护理质量和护理服务满意度。方法 将儿科住院治疗患儿家属按照住院时间分为对照组和观察组各120人。对照组采用常规护理工作模式,观察组采用护理预期管理,比较患儿家属对护理服务的预期值与感知值的差异、护理质量评分、护理满意度及护患纠纷发生率。结果 观察组对护理服务预期值和感知值均较高(>4分),可靠性维度感知值显著高于预期值,其他维度的预期值仍高于感知值(均P<0.05)。观察组护理质量评分、护理满意率显著高于对照组,护患纠纷发生率显著低于对照组(均P<0.05)。结论 通过护理预期管理能提高患儿家属对护理服务的感知,提高儿科护理质量和患儿家属满意度,降低护患纠纷的发生。

Objective To stave off nurse-patient disputes and to improve nursing quality as well as satisfaction with nursing service. Methods A total of 120 families whose children were receiving treatment in pediatric department were divided into 2 groups chronologically. The control group was subjected to routine nursing care mode, while the intervention group to expectation management mode. The difference in perceived and expected nursing service scores, nursing quality rating scores, nursing service satisfaction scores and incidence rate of nurse-patient disputes were compared between the 2 groups. Results The intervention group had high expected and perceived nursing service scores(>4 points);in terms of reliability dimension, perceived scores were significantly higher than expected scores, while in other dimensions, expected scores were significantly higher than perceived scores(P<0.05 for all). The intervention group had higher nursing quality rating scores, and scores of satisfaction with nursing service, and lower incidence rate of nurse-patient disputes, than the control group(P<0.05 for all). Conclusion Families of pediatric patients have high expectations for pediatric nursing care. The use of expectation management in pediatric nursing can effectively improve family′s perception of nursing care, enhance nursing quality and family′s satisfaction with nursing service, thus reducing the occurrence of nurse-patient disputes.