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目的:探讨危机管理在护理纠纷预防及处理中的应用效果。方法:回顾性分析常山县人民医院护理纠纷发生的潜在因素,结合原因提出有针对性的方法,将危机管理理论运用到护理管理中,评估开展危机管理前后,护理风险、患者满意度情况、护理质量情况。结果:实施1年危机管理后,临床护理风险的发生率有了显著下降(P<0.05);护理质量较实施前有了显著提高(P<0.05);且患者满意度也较实施前有了显著提高(P<0.05)。结论:危机管理方法可以有效防范护患纠纷的发生,促进良好护患关系的建立,提高患者的满意度和护理质量。
Objective: To explore the application of crisis management in the prevention and treatment of nursing disputes. Methods: To retrospectively analyze the potential factors of the nursing disputes in Changshan County People’s Hospital, and to put forward the targeted methods combined with the reasons to apply the theory of crisis management to the management of nursing, assess the risk of nursing, the satisfaction of patients and the nursing Quality situation. Results: After one-year crisis management, the incidence of clinical nursing risk decreased significantly (P <0.05), and the quality of nursing care significantly improved (P <0.05) compared with pre-implementation; and the patient satisfaction was also higher than before Significantly increased (P <0.05). Conclusion: The crisis management method can effectively prevent the occurrence of nurse-patient disputes, promote the establishment of good nurse-patient relationship, and improve patient satisfaction and quality of care.