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目的:分析门诊护理投诉的常见原因,针对原因提出防范措施,提高门诊护理服务质量。方法:2013~2015年浙江省湖州市第一人民医院门诊就诊患者或其家属到护理部、门诊办公室等进行护理投诉事件进行分析。分析主要原因及引起的投诉事件的比例,分析原因,探讨防范措施。结果:共投诉82例,2013年、2014年、2015年护理投诉事件所占26.83%、32.93%和40.24%;护士、患者、管理和社会方面的原因分别为41.46%、21.95%、19.52%和17.07%;服务意识缺乏、患者对服务期望过高、门诊流程不畅通、制度与护理不协调、医保制度改革产生的费用变化为投诉的主要原因。结论:需优化门诊流程,加强制度管理,强化护士服务意识并与患者良好沟通,增加便民设施,以提高患者满意度。
Objective: To analyze the common causes of outpatient nursing complaints, to put forward preventive measures to improve the quality of outpatient nursing services. Methods: Patients from 2013 to 2015 in Huzhou First People’s Hospital of Zhejiang Province or their relatives went to nursing department and outpatient office to conduct nursing complaint analysis. Analysis of the main reasons and the proportion of complaints caused by the incident, analyze the causes, to explore preventive measures. Results: A total of 82 cases were reported, 26.83%, 32.93% and 40.24% respectively in 2013, 2014 and 2015. The causes of nurses, patients, management and society were 41.46%, 21.95% and 19.52% 17.07%. The lack of awareness of service, the high expectation of service to patients, the outpatient flow, the uncoordinated system and nursing care, and the change of the cost of medical insurance system reform were the main reasons for the complaints. Conclusion: Outpatient procedures need to be optimized, system management strengthened, service awareness of nurses strengthened, and good communication with patients, and convenience facilities increased to improve patient satisfaction.