摘要
目的探讨风险管理在防范医疗纠纷、投诉和满意度中的作用。方法我们对工作中高风险的护理行为制定风险管理制度,并组织全体护士认真学习考核,在护理操作中实施告知制度和意外风险预报制度。管理者随时督导检查评价制度落实情况,不断完善和修订制度。结果实施风险管理1年多来,密切了护患关系,变“家长制”为“理解配合型”的护理模式,降低了纠纷和投诉的发生率,提高了护理工作的满意度。结论在护理行为中实施风险管理体现了以人为本的科学管理理念,在护士和病人间架起了一座沟通的桥梁,经护患双方共同努力将高风险因素降至最低限度,受益的不仅是病人还有护理人员,达到了降低护理纠纷、投诉发生和提高满意度的目的。
Objective: To explore the effect of risk management in keeping away medical disputes, complain and patient satisfactory. Methods: We established a set of risk-managing system to manage the high risk nursing behaviors and organized all nurses to study the system carefully and gave an examination on it. We carried out the telling-patient system and unexpected risk prediction system when giving nursing care. The managers inspected whether and how all the systems were put into effect randomly and perfected them continuously. Results: After one year, the relationship between nurses and patients were nearer and the 'parents model' was changed into 'understanding and cooperation model'. The medical disputes and complains from patients were smaller. Meanwhile, the patient satisfactory to nursing service was improved. Conclusion: The risk management embodies the scientific management idea of humanistic notion and establishes a communicate bridge between patients and nurses. It could reduce the high-risk factors to the minimum through the endeavor of both patients and nurses and it would not only benefit the patients but also the nurses. It could reduce the happening of nursing disputes and patient complains as well as increase the patient satisfactory.
出处
《中国护理管理》
2005年第1期19-20,共2页
Chinese Nursing Management
