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目的探讨老年病科护患纠纷产生的原因,与老年患者建立合理的沟通分方式,防止投诉事件的发生,从根本上提高服务质量。方法通过收集患者的基本信息,对患者进行全面评估,包括家庭情况,经济状态,心理状态等社会因素采取有效的护理对策,达到减少护患纠纷的目的。结果通过护患纠纷原因的分析,采取有效的护理对策,杜绝了投诉事件的发生,显著提高患者满意度及护理质量。
Objective To explore the causes of disputes between nurses and patients in geriatrics, to establish a reasonable way of communication with elderly patients to prevent the occurrence of complaints and to improve the service quality fundamentally. Methods Through the collection of basic information of patients, a comprehensive evaluation of patients, including family conditions, economic status, psychological status and other social factors to take effective nursing strategies to reduce the nurse-patient disputes. Results By analyzing the causes of nurse-patient disputes, effective nursing measures were taken to eliminate the occurrence of complaints and significantly improve patient satisfaction and quality of care.