摘要
目的:探讨医院建立与患者有效的沟通机制,在提高儿科病房满意度中的作用。方法:对儿科出现护理投诉的原因进行分析,针对常见原因实施整改措施,将儿科两个阶段的患者满意度进行对比,并采用统计学进行处理。结果:基本上儿科护士不存在态度恶劣、不理睬患者、索要红包等情况;有护理投诉的主要原因;人手不足、责任心不强、沟通技巧欠缺、解释工作不到位;建立、完善与患者的沟通机制后,患者的投诉现象明显下降(P﹤0.01),满意度提高。结论:医院建立一套完善、行之有效的护患沟通机制,与患者加强互动,及时了解患者的感受与不满,在护理工作中及时调整,避免产生误解。
Objective To explore how to establish the communication mechanism between nurses and patients in hostpital, and improve patient satisfaction in paediatric ward. Method Retrospective analysied the nursing complaints in pediatric from 2008 to 2009. Aiming at the common reasons, reform measures were impIemented in our hospital since 2010. The patient satisfaction had two stages,2008 to 2009 and after 2010 ,were compared with statistical treatment, Results In general ,there was no appearance of bad manners ,ignoring the patients and asking for red packets among pediatric nurses. The main reasons of nursing complaints included understaffed, lack of responsibility, lack of communication skills and inadequate explaination. Afer establishing and improving the communication mechanism between nurses and pa- tients,the complaints of patients was significantly decreased （P 〈 0. 01 ） ,and patient satisfaction was increased. Conclusion A set of per- fect and effective communication mechanism should to be established. Moreover, the nurses should strengthen the interaction with patients and understand the feelings and dissatisfaction of patients. In the nursing work, timely adjustment can avoid the misunderstanding of pa- tients. All the work mentioned above is effective for reducing the complaints of pediatric patients.
出处
《吉林医学》
CAS
2012年第22期4842-4843,共2页
Jilin Medical Journal
关键词
儿科
护理投诉
对策
Pediatric
Nursing complaint
Countermeasure
