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目的:探讨规范急诊科管理对护理纠纷发生率的影响。方法:2014年6月~2015年6月在金华市中心医院急诊科工作的护士有25名。2104年6~12月未实行规范化管理,在此期间收治1887例患者,2015年1~6月实施规范化管理,在此期间收治1982例患者。比较规范管理实施前后护士的急救护理质量、护理纠纷、投诉与对护理满意度。结果:实施规范管理后护士的急救理论知识得分、急救技术得分、急救流程得分均显著优于实施前,规范管理后护理纠纷、投诉与对护理满意度均显著高于实施前,实施前后比较差异均具有统计学意义(P<0.05)。结论:规范急诊科管理能够提高急救护理质量,降低纠纷、投诉的发生几率,增加患者对护理的满意度。
Objective: To explore the impact of regulating emergency department management on the incidence of nursing disputes. Methods: From June 2014 to June 2015, there were 25 nurses working in the emergency department of Jinhua Central Hospital. During the period from December to December 2104, standardized management was not implemented. During this period, 1,887 patients were admitted and from January to June 2015, standardized management was performed. During this period, 1982 patients were admitted. The quality of emergency care, nursing disputes, complaints and nursing satisfaction of nurses before and after the standard management were compared. Results: After the implementation of standardized management, nurses’ first-aid theoretical knowledge scores, first-aid technical scores and first aid process scores were significantly better than those before the implementation of standardized management and post-management care disputes, complaints and care satisfaction were significantly higher than before implementation, before and after the implementation of comparative differences All were statistically significant (P <0.05). Conclusion: To standardize emergency department management can improve the quality of emergency nursing, reduce the chances of disputes and complaints, and increase patient satisfaction with nursing.