急诊护患纠纷发生原因分析及对策

Analysis of the disputes between patients and nurses and strategies

通过对一所二级甲等综合性医院急诊常见护患纠纷原因的分析 ,提出护理人员必须转变护理观念 ,一切以病人为中心 ,改善服务态度 ;启发护理人员的角色意识 ,主动为患者提供优质服务 ;加强护患交流沟通 ,建立良好护患关系 ;通过护士礼仪、形体、语言学习 ,规范服务行为 ;加强护理管理 ,健全完善管理机制等防范对策。减少护患纠纷 ,提高病人满意率 ,为病人提供温馨、便捷、优质服务 ,需要每一位护士做出积极。

Based on the analysis of the causes of common disputes in a second-class degree hospital, it was suggested that nurses should change their opinions and attitudes towards the patient-centered services. The roles of the nurses were changed and the good care was provided after the discussion on“If I were a patient… If I were a family member of a patient”. Effective communication was very helpful to make a good patient-nurse relationship. Nursing care was standardized after the train about the manners, figures, and languages of the nurses. The preventive strategies included the strict nursing management and completed management principles. Each nurse should make a great effort to increase the patient-satisfaction rate, and provide the pleasure, convenient and good service. Author’s address Central Hospital of Fengxian District, Shanghai 201400,China