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目的:探讨输液区护理投诉常见原因,并探讨相应的管理措施。方法:选择医院输液区2014年10月~2015年10月收治的200例患者作为对照组,实施常规护理。选择2015年11月~2016年11月收治的200例患者作为观察组,实施全方位护理。结果:观察组患者对护理质量的各项评分,均显著高于对照组(P<0.05)。观察组患者的投诉率,显著低于对照组,满意度显著高于对照组,差异显著(P<0.05)。结论:输液区护理投诉常见原因包括医护人员责任心不强,护患沟通不到位,服务周全性差及穿刺技术达不到患者要求等。通过实施针对性的全面护理管理,可以获得理想的效果,显著降低投诉率,提高患者的满意度。
Objective: To investigate the common causes of complaint in nursing care and to discuss the corresponding management measures. Methods: A total of 200 patients admitted from October 2014 to October 2015 in hospital infusion area were selected as the control group, and routine nursing was performed. We selected 200 patients admitted from November 2015 to November 2016 as the observation group and conducted a full range of nursing. Results: The scores of nursing quality in observation group were significantly higher than those in control group (P <0.05). The complaint rate in observation group was significantly lower than that in control group, and the satisfaction was significantly higher than that in control group (P <0.05). Conclusion: Common causes of complaint in nursing care of infusion area include lack of conscientiousness of staff and workers, poor communication between nurses and patients, poor service and poor puncture technique. Through the implementation of targeted comprehensive nursing management, you can get the desired effect, significantly reduce the complaint rate and improve patient satisfaction.