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目的:分析护理服务缺陷的原因,进一步探讨对策。方法:针对2014年1月~2015年10月浙江省温州市中心医院发生的临床护理服务缺陷进行分析调查。结果:护士的疏忽大意、责任心不强、对新设备操作不熟练是造成护理缺陷的主要因素。工作量大、危重患者多的科室是护理服务缺陷高危科室。新上岗的年轻护士是发生护理服务缺陷的高危人群。结论:加强护士业务培训,提高服务意识,加强护理缺陷管理,重视年轻护士的培训管理,科学配备人力资源,增强临床工作中的预见性管理,为患者提供安全舒适有效的护理服务。
Objective: To analyze the causes of defects in nursing services and to explore further countermeasures. Methods: To analyze the clinical nursing service defects occurred in Wenzhou Central Hospital from January 2014 to October 2015. Results: The negligence of nurses, low sense of responsibility and unskilled operation of new equipment were the main factors that caused the nursing defects. Large workload, critically ill patients in the department is the high risk of nursing service department. The new nurse is a high risk of nursing service defects. Conclusion: The training of nurses should be strengthened, the awareness of service should be enhanced, the management of nursing defects should be strengthened, the training and management of young nurses should be emphasized, the human resources should be scientifically allocated, the predictive management in clinical work should be strengthened, and safe, comfortable and effective nursing services should be provided to patients.