儿科临床护理投诉原因分析及对策

目的:分析儿科临床护理中的护患纠纷及管理对策。方法:采取回顾性调查,统计我科近2年常见投诉情况并详细分析原因。结果:2年内儿科常见护理投诉共76例,有效投诉44例(57.89%)。从医院、管理、护士、病人等方面分析投诉原因,并针对原因制定对策。结论:通过改变医院基础设施、服务理念、优化儿科护理服务流程、增加并落实优质服务措施等化解护患矛盾,提高病人满意度,从而降低投诉率。

Objective:To analyse nursing disputes and protect with management measures of the pediatric clinical.Methods:To take retrospective survey and statistics our division nearly 2 years common complaints situation and detailed analysis of reasons.Results:There are common pediatric nursing complaints 76 example,effective complaint 44 cases(57.89%)in 2 years.To analyse the reason from the hospital,management,nurses,the patient complaints,and in the light of reason for countermeasures.Conclusion:By changing the hospital infrastructure,service concept,optimizing the pediatric nursing service process, increase and implement quality service measures to resolve guard with contradiction,improve patient satisfaction,so as to reduce complaint rate.