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目的统计分析本院儿科护理投诉的原因,并采取针对性的应对措施,提高护理质量。方法回顾分析2015年1月—2016年10月本院儿科的护理投诉资料,分析投诉原因。结果 2015年1月—2016年10月本院儿科共接到护理投诉72例,其中有效投诉41(56.94%)例,投诉原因包括医院设施、管理、护理人员、患者等多方面的因素。结论通过改善医院基础设施,加强管理力度,提升护理人员的综合素质,重视与患者沟通,提高护理质量,能够提高患者的满意度,减少护理投诉事件的发生。
Objective To analyze and analyze the causes of pediatric nursing complaints in our hospital and to take targeted measures to improve the nursing quality. Methods The data of pediatric nursing complaints in our hospital from January 2015 to October 2016 were retrospectively analyzed to analyze the reasons for the complaints. Results From January 2015 to October 2016, 72 pediatric complaints were received in Pediatrics, of which 41 (56.94%) were effective complaints. The reasons for the complaints included hospital facilities, management, nursing staff and patients. Conclusions By improving hospital infrastructure, strengthening management, improving the overall quality of nursing staff, paying attention to communicating with patients and improving nursing quality, patients’ satisfaction can be improved and incidence of nursing complaints can be reduced.