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目的:探讨肝胆外科护理中发生护理投诉的常见原因,提出相应防范措施。方法:总结2014年肝胆外科护理中常见的投诉问题。将在浙江省温州市中心医院肝胆外科诊治的2014年的240例患者设为对照组,2015的240例患者设为观察组。调查防范措施实施前患者的护理满意度,分析投诉原因,寻找解决措施;对实施后的患者护理的满意度进行调查,分析措施的有效性。结果:常见的投诉有护理态度不好、专业技能不强、责任心不够、护理人员的相关法律知识欠缺等,其中护理态度占41.3%。实施防范措施前,患者的护理满意度仅为68.3%,实施后投诉情况明显减少,护理满意度明显提高,达96.3%(P<0.05)。结论:总结肝胆外科的投诉问题,在分析原因的基础上提出防范措施,可有效减少患者投诉,提高护理质量,提高患者的护理满意度。
Objective: To investigate the common causes of nursing complaints in hepatobiliary surgery and propose corresponding preventive measures. Methods: To summarize the common complaints in hepatobiliary surgery in 2014. In 2014, 240 patients were enrolled in the hepatobiliary surgery in Wenzhou Central Hospital of Zhejiang Province as the control group, and 240 patients in 2015 as the observation group. To investigate patient satisfaction before the implementation of precautionary measures, analyze the causes of complaints and find solutions to them. To investigate the satisfaction of patient care after implementation and to analyze the effectiveness of the measures. Results: The common complaint was poor nursing attitude, professional skills are not strong, sense of responsibility is not enough, lack of legal knowledge of nursing staff, etc., of which attitude of nursing accounted for 41.3%. Before implementation of preventive measures, patient satisfaction with nursing was only 68.3%. After the implementation, the number of complaints was significantly reduced, and satisfaction with nursing care significantly increased (96.3%, P <0.05). Conclusion: To summarize the complaint of hepatobiliary surgery, and propose preventive measures based on the analysis of the causes, which can effectively reduce patient complaints, improve the quality of nursing and improve patient satisfaction.