Reason analysis and countermeasures of nursing complaints / 中国实用护理杂志

ABSTRACT

Objective To analyze the reason of nursing complaints and discuss prevention measures. Methods From October 2007 to October 2011,52 cases nursing complaints were retrospectively analyzed in my hospital.The countermeasures were summarized. Results The reasons of nursing complaints were the cost issue,no strong responsibility,bad service attitude and insufficient communication and so on.All complaints were taken service recovery and improvement measures,and 52 cases nursing complaints were resolved through effective communication. Conclusions Strengthening occupational ethics education and legal knowledge learning,improving the service attitude,mastering the communication skills,improving the level of business,strengthening management can improve the nurse-patient relationship and reduce nursing complaints.