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目的预防护患纠纷提高护理质量。方法分析12例护患纠纷的原因。结果 12起纠纷中穿刺技术不满意6例,服务态度差、工作责任心不强4例,对收取费用有异议1例,对环境不满意1例。结论通过转变服务理念,提高服务质量,注重细节管理,规范护士行为,加强护患沟通及法律意识,是减少护患纠纷的关键。
Objective To prevent nurse - patient dispute and improve nursing quality. Methods Analysis of 12 cases of nurse-patient disputes. Results In 12 cases, 6 cases were not satisfied with the puncture technique, poor service attitude, 4 cases with poor job responsibility, 1 case disagreeing with the fee collection and 1 case not satisfied with the environment. Conclusion It is the key to reduce disputes between nurses and patients by changing the concept of service, improving service quality, paying attention to detail management, standardizing nurses’ behavior, strengthening nurse-patient communication and legal awareness.