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目的总结分析小儿输液过程中护患矛盾发生的原因,在此基础上提出减少或者避免矛盾的应对措施。方法选取2013年3月至2015年于我院门诊进行静脉输液的339577例静脉输液患儿临床资料进行回顾性分析。结果 339577例静脉输液患儿中发生护患矛盾50例,护患矛盾发生率0.047%,其中静脉穿刺失败21例(42%),服务态度引发矛盾15例(30%),家长原因14例(20%)。结论在原因分析的基础上制定了“建立良好的护士形象、不同年龄段患儿沟通方法、护理操作要规范熟练、保持穿刺环境安静舒适”等护患防护措施,有助于护理人员做好与患儿及家属的沟通工作,减少护患矛盾。
Objective To summarize and analyze the causes of the contradiction between nurses and patients in the process of transfusion of infants and put forward the countermeasures to reduce or avoid the contradictions. Methods The clinical data of 339,577 intravenous infants admitted to our hospital from March 2013 to 2015 were retrospectively analyzed. Results There were 50 cases of nurse-patient conflict in 339577 cases of intravenous infusion, the incidence of contradiction between nurses and patients was 0.047%, including 21 cases of venipuncture failure (42%), 15 cases of service-oriented contradiction (30%), 14 cases of parents 20%). Conclusion Based on the analysis of the causes, we have formulated such protective measures as “establishing a good nurse image, communicating with children in different age groups, nurturing nursing operations and maintaining quiet and comfortable puncture environment”, which helps nurses to do Good communication with children and their families to reduce conflicts between nurses and patients.