摘要
目的分析肝胆外科护理投诉的主要原因,并提出护理对策。方法对2007年1月1日～2010年12月31日22例住院病人对护理服务口头投诉的资料进行回顾性分析,分析病人投诉的住院原因,总结科室应对投诉的主要方法。结果 22例投诉的主要原因为:执行岗位职责不到位6起占27.27%,护理技术7起占31.81%,服务态度3起占13.63%,法律意识淡薄3起占13.63%,其他原因3起占13.63%。结论在肝胆外科护理工作中,护士要提升专科管理水平和护理服务质量,建立和谐的护患关系,正确应对并解决专科病人护理投诉,以提升病人对护理服务的满意率。
Objective To analyze the main reason for complaints by the hepatobiliary surgical care, and give the Nursing Strategy. Methods Retrospective analysis of data on January 1, 2007 to December 31, 2010, 22 cases of inpatient care services in our department oral complaints, analyze the reasons of hospitalization of patients＇ complaints, summarize the main method of the department to respond to complaints. Results 22 cases of complaints of the main reasons： the implementation of the job responsibilities are not in place of 6 cases accounted for 27.27%, seven nursing skills accounted for 31.81%, service attitude from the three accounted for 13.63% of legal awareness and accounted for 13.63% in 3 cases, and other reasons accounting for 13.63%. Conclusion Hepatobiliary Surgical Nursing work, nurses to enhance the specialist management level and quality of care, the establishment of a harmonious nurse-patient relationship, the right to deal with and resolve the complaints of specialist patient care in order to enhance the rate of patient satisfaction with care services.
出处
《当代医学》
2012年第11期135-136,共2页
Contemporary Medicine
关键词
护理
投诉
肝胆外科
Nursing
Complaints
Courage surgical
