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目的:分析规范急诊科管理对护理纠纷发生率的影响,为加强急诊科护理管理提供参考。方法:医院急诊科于2015年8~12月接收的1887例患者,对患者实施常规护理管理模式;医院急诊科于2016年1~5月接收的1982例患者,对患者实施了规范化管理模式。此次研究中急诊科参与研究的护理人员有25名。比较不同管理模式下护理人员收到的满意度情况、处理过程中产生纠纷的情况、患者对于护理人员投诉的情况及患者的护理质量。结果:在实施了规范化管理后,护理人员对于急救知识的掌握程度、急救操作的熟悉程度及急救流程的评定,均比没有实施规范化管理时显著提高(P<0.05)。此外,实施规范化管理之后护理人员受到患者的满意程度、获得患者的投诉情况及与患者造成的纠纷情况,均优于实施规范化管理之前(P<0.05)。结论:在急诊科实施规范化管理,能够有效改善护理过程中与患者的纠纷,使患者对于护理人员的满意程度增强,增加了护理人员的责任感,更大限度地提高护理质量。
Objective: To analyze the influence of emergency department management on the incidence of nursing disputes and provide reference for strengthening emergency department management. Methods: A total of 1887 patients admitted to hospital emergency department from August to December in 2015 underwent routine nursing management. The 1982 patients admitted to hospital emergency department from January to May in 2016 had standardized management mode. In the study, there were 25 nursing staff participating in the study. To compare the satisfaction received by nursing staff in different management modes, the situation of disputes arising in the course of treatment, the patient complaints about nurses and the quality of patient care. Results: After the implementation of standardized management, nurses’ mastery of first aid knowledge, familiarity of first aid operation and evaluation of first aid procedure were significantly improved compared with those without standardized management (P <0.05). In addition, the nursing staff satisfaction after receiving standardized management, patient complaints and disputes with patients were better than before the implementation of standardized management (P <0.05). Conclusion: The standardized management in the emergency department can effectively improve the disputes with the patients during the nursing process, enhance the patient satisfaction with the nursing staff, increase the responsibility of the nursing staff and improve the nursing quality to a greater extent.