护理纠纷原因分析及对策

目的对我院发生的护理纠纷的原因进行回顾性分析，初步探讨有效的对策。方法总结我院2001年1月-2004年12月有关护理方面的投诉，对护理纠纷变化动态、分布及原因进行分析。结果2003年护理发生频率最高，此后我院大力提高护理质量，护理纠纷稍下降，但仍保存在较高水平。在148例护理纠纷中，由护理操作引起的最多，为61例，占41．2％，其次是服务质量，为42例，占28．4％。结论防止护理纠纷应从两方面入手：（1）护理人员应不断提高业务水平及操作技能，强化服务观念；（2）医院方面应在提高护理人员业务水平和改善医疗环境方面不断努力。

The Reasons of Nursing Dispute and its Prevention Measures

Objectives To retrospectively analyze the causes of the nursing dispute which had raised in our hospital the recent four years, and to discuss the effective measures to prevent the nursing dispute. Methods Analyzing the change, distributing and causes of the nursing dispute which had occurred in our hospital from January, 2001 to December, 2004. Results In the four year, the number of nursing disputes in 2003 is the most. In 148 cases of nursing disputes, the cases caused by nursing operation and service quality is 61 (41. 2%) , 42(28. 4%) respectively. Conclusions To prevent nursing dispute, nurses should improve the capabilities of nursing operation and strengthen the conception of service, and circumstances should be improved which are favor for the nurses and patients.