What is a nursing dispute?

What is a nursing dispute? This is a medical dispute. Establishing a good nurse-patient relationship is an important link to reduce the contradiction between nurses and patients and prevent nursing disputes.

How to deal with pediatric nursing disputes | How to complain about pediatric nursing disputes? Factors and preventive measures of nursing disputes in pediatric nursing: information source: creating a new medical network

In clinical nursing, nursing disputes (including nursing errors, accidents, defects, complaints, etc. ) has become a hot topic in the medical field, the media and patients, which often puzzles medical management by medical disputes, especially the characteristics of pediatric diseases, such as acute onset, fierce onset and rapid change of illness, which makes pediatric work present high risk. In order to meet the needs of work in the new situation, pediatric nurses are required to establish strong risk awareness and legal awareness, and improve their ability to foresee problems and avoid nursing disputes [1-2].

Source of information: Create a new medical network.

Analysis on the factors of nursing disputes in 1

1. 1 Lack of legal knowledge and weak legal awareness: mainly in infringement. Tort generally refers to the improper infringement of one or more people's personal rights, while nursing tort refers to the intentional or negligent infringement of the rights of the cared person by the nursing staff in the process of providing nursing services, and bears civil liability according to law. Torts often encountered in nursing work include infringement of patients' property and personal rights, life rights, privacy rights, reputation rights and the right to know. The main reason for finding complaints is that nurses don't know enough about patients' rights and obligations.

1.2 The writing of nursing files is not standardized.

1.2. 1 Incorrect temperature list: admission time, temperature, weight, heart rate (blood pressure and pulse for people over 7 years old) should be recorded immediately and consistent with the medical records. In pediatric nursing, due to special work and frequent admission, some emergency treatments such as high fever were not recorded in time, or some children with high fever did not measure their body temperature, and only retrospective records and imaginative records were made afterwards, which was inconsistent with the medical records. Once a dispute occurs, such records are not timely and inconsistent, which will complicate the dispute.

1.2.2 Unreal and incomplete nursing records: As a legal file, immediate nursing records should be realistic, truly reflect the patient's condition and be recorded. However, some nurses are too busy with all kinds of routine treatments to record the contents of nursing activities in time and completely. Especially in the rescue, they often focus on taking measures, ignoring the record of the rescue process, which often leads to the patient's family members' doubts about the treatment when the rescue fails, thus leading to nurse-patient disputes.

1.2.3 nonstandard writing of nursing files: nurses sign on behalf of nurses, those who don't sign doctor's orders, those who don't sign doctor's orders or others' names, and sign the execution time at will. Some nursing files are written by one person from top to bottom, which is also an unsafe factor.

1.3 professional and technical level is incompetent: the patient rounds system was not strictly implemented during the operation, and the work that should be done was not completed on time. Due to lack of work experience, the possible changes in the condition were missed, and the rescue opportunity was delayed; Poor clinical experience and technical level, unskilled operation skills, and repeated scalp venipuncture failures; Lack of foresight in work, poor ability to deal with emergencies, and inability to respond quickly to some bad signs.

1.4 Nurses have a weak sense of responsibility and lack of communication skills between nurses and patients: they are busy, impatient and unskilled in puncture techniques, and are often accused by parents. There are also nurses who are cold and blunt to children and their families, impatient and unintelligible to parents' repeated inquiries, and too lazy to explain and communicate, which makes parents difficult to trust, which will cause patients' resentment, lead to nurse-patient conflicts and easily lead to nurse-patient disputes [3].

1.5 medical expenses: the charges are opaque and unreasonable, which is a stimulating factor of medical disputes. In addition, due to drugs and new treatment methods, the increase of medical expenses, such as not communicating with parents in time, and parents' financial affordability is limited, it is easy to produce contradictions at this time.

Source of information: Create a new medical network.

How to deal with nursing disputes? If negotiation and mediation fail, a lawsuit shall be brought to the court to investigate the legal responsibility of the hospital. After the hospital compensates for the loss, it will investigate the responsibility according to the fault degree of the nursing staff.

How to deal with nursing disputes, how to avoid or reduce nursing disputes has always been the focus of nurses' attention, and how to avoid nursing disputes is also constantly explored in practice. ...

Correct and reform the bad behaviors of nurses, improve the overall quality of nurses from the details, and ensure to provide high-quality overall nursing services for patients. Analysis of all kinds of errors and accidents are caused by imperfect detail service and small details and hidden dangers. Therefore, every nursing staff is required to pay attention to details, pay attention to details, and fully understand the importance of detail service. Understanding and grasping the details from the perspective of safety management is a major event related to the interests of patients' lives, the harmonious relationship between nurses and patients and the stable development of hospitals. Improve the meticulous service process to reduce the occurrence of security risks, further simplify the service process, provide a good medical environment, and fully reflect the safe and efficient service process. Carry out process reengineering or process reengineering for some links with potential safety hazards. For example, in the process of medicine distribution, a special medicine distribution cup and medicine book are set on the treatment vehicle, and warm water is prepared to deliver the medicine to the patient's bed on time. After bedside reexamination, ask the patient to take medicine before leaving. The nursing department checks and supervises irregularly, and binds all kinds of systems, processes and forms for each ward to learn. Regular assessment can improve the consciousness, accuracy and standardization of nurses' operation process. Strengthen the awareness of detail service, attach importance to team spirit, and carry out nursing procedure rounds through personal understanding and the improvement of head nurses. Evaluate the quality of nursing and formulate incentive measures for high-quality nursing in time. High-quality service is a satisfactory service that the client personally feels and thinks is worth the money, which is embodied in every link of the service and involves everyone who receives the service. In order for every nurse in the team to provide high-quality service at any link, we must strengthen the awareness of detailed service, including respecting patients' personality rights, privacy rights and informed consent rights of medical services. Strengthen the concept of "patient-centered" and advocate personalized holistic nursing service. Nursing work has a strong collaboration, and it is very important for the overall improvement of nursing quality to play the role of the team. Paying attention to detail service and providing humanistic care must pay attention to meeting patients' expectations, doing what patients think and providing patients with a warm, comfortable and satisfactory medical environment. Check the ward equipment regularly, and constantly improve the nursing equipment, such as the ground water is easy to slip, the bed is unstable and loose, the infusion stand is damaged, and the toilet handrail is loose. Implement safety operation procedures, find problems predictably and eliminate hidden dangers in time. "Reach out to the patient" and "Say hello to the patient" will safeguard the dignity and privacy of the patient throughout the service process. Understand the psychological needs of patients with different cultural backgrounds and levels, actively communicate with patients, patiently explain and communicate, so that nurses and patients can understand each other. Strengthening nurse-patient communication and good nurse-patient relationship need to be established and maintained by both nurses and patients. As a patient, we should not only actively cooperate with each other, but also actively participate in the discussion of our own treatment and nursing, which can be achieved step by step through communication. As a nurse, we should establish a people-oriented service concept and enhance the role consciousness of nurses, such as standing up and smiling when accepting new patients and greeting them actively; For emergency patients with wheelchair flat car push, quickly arrange beds and contact doctors for diagnosis; For the assisted patients, nurses should help them to enter the ward by themselves, make the patients feel kind with the name of family, and carry out the admission education patiently and meticulously, including who and how to find them when they encounter difficulties, so that the patients can adapt to the mirror image of the regional environment as soon as possible and enter the role of patients. This is the beginning of establishing a good nurse-patient relationship. Mastering communication skills to eliminate potential disputes In verbal communication with patients, nurses should be good at controlling their emotions, standardizing their behaviors, using standardized language, and paying attention to their pronunciation and intonation so that patients can understand. In the process of communication, be sincere, don't just speak by yourself, observe the patient's reaction from time to time, give the patient a chance to speak, and don't interrupt or change the topic, so as not to affect the depth of the conversation. To be good at listening, effective listening is the core part of communication skills, and timely guidance can make patients speak freely. When answering patients' questions, we should adopt a realistic attitude and answer appropriately. If you don't know, consult the relevant information before answering, so as not to talk nonsense and bury potential disputes. To establish a good nurse-patient relationship, we should fully understand the patient's situation, communicate with patients and their families, collect relevant information, and discuss related health problems, measures and nursing goals. Make use of all the opportunities of patrol, observation, surgery, treatment and nursing to communicate with patients, such as greeting patients more when changing shifts in the morning shift, explaining more before operation and comforting more after operation, fully embodying love, carefulness, patience and responsibility, and applying communication and communication skills to every nursing service, so as to learn more about the patient's condition and psychological status in every nursing behavior, fully understand the service that patients are most dissatisfied with and expect, and achieve empathy. From the patient's point of view, fully understand, discuss problems with other nurses, analyze the reasons for dissatisfaction, formulate corresponding preventive measures, put an end to the recurrence of similar phenomena, try our best to facilitate and satisfy patients and eliminate potential disputes. Strengthening legal awareness and vocational education to improve the overall quality of nurses is a lofty cause of mankind. To save people from danger, nurses should have noble sentiments, firmly establish the idea of serving the people wholeheartedly, put the patient's pain and life first, and at the same time strengthen legal knowledge education, make health laws and regulations run through nursing behavior, so that nursing behavior is bound by moral norms and legal norms. Strengthen legal awareness and do a good job in nursing. In the process of enhancing legal awareness, legal knowledge education should be included in the category of continuing education, so that the majority of nursing staff must enhance legal awareness and study relevant legal knowledge seriously. On-the-job nurses should learn basic legal knowledge and health regulations, consciously implement laws and regulations, and know the law and protect themselves with legal weapons. Re-recognize the relationship between doctors and nurses, distinguish responsibilities and avoid acting beyond authority. When a nurse executes a doctor's order, if a patient questions the doctor's order, the nurse should check the accuracy of the doctor's order in time. If the patient's condition changes, he should inform the doctor in time. When rescuing a patient, the oral doctor's advice must be carried out seriously, and it can only be carried out after it is confirmed, and the time, content and patient's situation of the doctor's advice should be recorded in time. Establish a good medical ethics and harmonious nurse-patient relationship, and high-quality service is the basis of nurse-patient relationship. Nurses should be enthusiastic, meticulous and thoughtful, and have a rigorous work attitude and a high sense of responsibility. Polite language, elegant manners, combined with the development of patient-centered holistic nursing, quality service runs through the whole process of nursing. We should provide timely help and inquiry to patients and their families' questions and requirements, respect facts and science, be responsible for patients, and not violate principles, and establish the consciousness that caring for patients is to protect themselves. In clinical nursing work, nurses should constantly study and abide by the law, constantly enhance legal awareness and protect patients and their legitimate rights and interests. Improving nurses' communication level and eliminating potential disputes. At present, people-oriented humanized service is being carried out. In optimizing the relationship between nurses and patients, communication is extremely important, so it is urgent to improve nurses' communication ability. Without communication, nurses can't evaluate patients, collect data and information, and find potential conflicts between nurses and patients. When communicating with patients, nurses are required to use popular, clear, accurate and humanized language to explain the matters that should be paid attention to in diagnosis scheme, examination, treatment and operation, and listen carefully to patients' opinions and answer them in order to gain their trust. In any case, we should convince people with affection and reasoning, and improve patients' compliance and trust in nursing work. Reduce occupational risks through occupational insurance. At present, almost all nurses in most countries in the world have participated in professional liability insurance. Participating in occupational insurance can be considered as a kind of protection for nurses' own interests and also helps to reduce occupational risks. Strengthening safety management and standardizing nursing behavior According to survey data, 50% of patients' satisfaction rate comes from service activities. Therefore, a good nurse-patient relationship is the premise of preventing nursing disputes. Nurses should patiently guide patients and their families to abide by hospital rules and regulations and answer questions raised by patients. Understand and sympathize with the extreme words and deeds of patients and their families. Try to meet their needs and gain their understanding and trust. Strengthen study and improve nursing quality. Nurses should constantly update their knowledge and improve their technical level and emergency response ability. When you meet a critically ill patient, you should be calm, calm and orderly. Complete rescue, treatment and nursing in the shortest time to reduce the occurrence of disputes. Perfecting and implementing various rules and regulations will delay or lose the opportunity to rescue patients, and carelessness and negligence will lead to mistakes and accidents. The unity of "on-the-job and due diligence" can complete the mission of saving lives. Strictly implement the doctor's advice and various systems, and do not change the doctor's advice at will. When in doubt, check it in time, give oral advice when necessary, and then make it up in time. Strict implementation of nursing technical operation procedures is the requirement of preventing and judging errors and accidents, and also the basis of solving nursing disputes. Three exchanges, three cleanups and three exchanges should be achieved during the shift change, that is, written exchange, oral exchange, bedside exchange, written exchange, oral exchange, bedside inspection, patient's illness transfer, treatment transfer and use transfer of rescue equipment. Strengthening nurses' moral cultivation and training nurses to be cautious and independent. Many tasks of nurses are accomplished independently without supervision. Cultivate nurses' cautious and independent spirit, and complete all the work with a high sense of responsibility. Prevention of high-risk factors and time of nursing defects: weekends, holidays, after work every day and after midnight. High incidence places: emergency room, intensive care unit, operating room, delivery room, pediatrics. High-risk personnel: those with short nursing age, weak sense of responsibility and poor physical and mental state. Objective conditions of high incidence: power failure, water cut-off and equipment failure. Keep alert to the above high-risk factors, strictly guard against them and avoid them in time. Pay attention to the negative effects of nurses' lack of staff. Nurses have a large workload, and too much lack of staff is easy to aggravate physical and mental fatigue, which directly affects the quality of nursing. It can be solved by flexible scheduling.

What qualities should nurses have to avoid nursing disputes? 1 Emergent nursing dispute. In the face of disputes, the head nurse can neither be slow-witted, panic-stricken, at a loss or make reckless decisions, nor be indifferent. Be calm and make effective, powerful and practical countermeasures according to people and things. This requires the head nurse to respond quickly, to find, intervene and handle disputes early. Patients and their families with emotional dissatisfaction or excessive behavior should be stopped as soon as possible to prevent vicious incidents. The head nurse should take the initiative to take a positive attitude, so that the patient's dissatisfaction can be alleviated, and then she will explain it in a roundabout, straightforward, hovering and beating about the bush way, so as to avoid making a quick statement and talking nonsense, thus falling into a passive position and laying a hidden danger for solving the problem fairly and accurately. In addition, the head nurse should have mature thinking ability when dealing with disputes, be good at thinking, be diligent in thinking, accurately grasp the essence, develop ideas for dealing with disputes and resolve contradictions.

2 stable psychological quality and coordination ability are the key to deal with disputes. In the face of sudden disputes, head nurses should take the initiative to control their emotions, develop a stable and fearless behavior style, and face patients and their families with a good psychological state. We should receive them warmly and calmly, listen to their complaints and reflections patiently, try our best to make them speak their minds clearly, and let patients and their families feel the sincerity of the hospital to solve problems. When dealing with disputes, we should do three things, that is, avoid them early, persuade them not to get excited, distract them and gather them. That is to say, once a dispute occurs, the head nurse should meet with the patients and their families as soon as possible to prevent the patients from feeling * * * because they are left unattended. After contact with patients, she should urge patients and their families not to get angry, persuade patients to tell the reason, vent their dissatisfaction, and not blame or anger patients or their families. In addition, when dealing with disputes, while persuading patients, try to evacuate their families to avoid people talking too much, which is not conducive to solving the problem. In short, the head nurse should master and control the initiative when dealing with disputes, have the ability to deal with disputes and specific measures to solve disputes, start from small things, constantly improve their self-cultivation and control ability, exercise their will, and cultivate a calm, calm and frustrated mentality. Only such a head nurse can take the initiative to deal with disputes.

3 erudition ability erudition is the energy to deal with disputes. When dealing with problems, we can be more accurate and timely, find out the basis of treatment from different sides and angles, explain reasonably, and convince patients and their families not to be at a loss and helpless, thus being in a passive position. Only with this ability can we treat and deal with problems with creative thinking and methods and promote the successful settlement of disputes. After work, you can study and read psychology, sociology and other related knowledge extensively to broaden your horizons, enrich your professional and social knowledge and improve your communication and communication skills. Only when the head nurse has a strong knowledge reserve can she improve her ability to identify and solve disputes.

The ability to defend rights according to law is the most important means to rely on the law to handle disputes. It can make disputes be handled fairly, fairly and efficiently. Small disputes can be solved through rational negotiation and administrative adjustment, and patients with weak legal awareness and unreasonable troubles must be solved by law. Therefore, the head nurse should have the concept of legal system, be familiar with the standards of nurses' regulations, medical accident handling regulations and routine operation of medical nursing technology, and organize nurses in departments to study, so that they can have a strong legal awareness, learn to protect themselves and protect their legitimate rights and interests from infringement. Improve the quality of nursing and service and strengthen the prevention of nursing disputes.

5 Analysis and judgment ability The head nurse should have the ability to correctly analyze problems, analyze and judge the causes of disputes, formulate feasible preventive measures, strengthen management and prevent disputes. At present, the causes of nursing disputes are very complicated. From the nursing point of view, it is mainly reflected in three aspects: poor service attitude, weak legal awareness, weak sense of responsibility and lack of professional skills. So the head nurse should strengthen management from these three aspects.

Head nurses scramble for on-site nursing disputes. Question: "Do you have any hobbies?"

Thinking: 1. Hobbies can reflect the personality, thoughts and mentality of candidates to a certain extent, which is also the main reason why employers ask this question.

It's best not to say that you have no hobbies.

Don't say that you have those vulgar and unpleasant hobbies.

4. It is best not to say that it is limited to reading, listening to music and surfing the Internet, otherwise the interviewer may suspect that the candidate is withdrawn.

It is best to have some outdoor hobbies to "embellish" your image.

Question: "Who do you admire most?" Competitive consultation

Thinking: 1, audio-visual: Mo Sanliang, 205 Liu Ling, the person whom I admire most can reflect the personality, concept and mentality of the applicant to a certain extent, which is also the main reason why the interviewer asks this question.

2. It is inappropriate to say that you don't worship anyone.

It is inappropriate to worship yourself.

It is inappropriate to worship an imaginary or unknown person.

It is inappropriate to worship a person who obviously has a negative image.

6. Everyone you admire is best related to the job you are applying for.

7. It's best to say what qualities and thoughts of people you admire have infected and inspired yourself.

Question: "What is your motto?"

Thinking: 1. Motto can reflect the personality, concept and mentality of the candidate to a certain extent, which is the main reason why the interviewer asks this question.

It is not appropriate to say those proverbs that cause bad associations.

It's inappropriate to say those too abstract aphorisms.

4. maxims should not be said too long.

5. Motto should best reflect some of your excellent qualities.

6. Refer to the answer-"Just find ways for success, not excuses for failure"

Question: "Talk about your shortcomings"

Thinking: 1, it is not appropriate to say that you have no shortcomings.

It is not appropriate to describe those obvious advantages as shortcomings.

3. It is not appropriate to say that there are shortcomings that seriously affect the job application.

4. It is not appropriate to say that it is disturbing and uncomfortable.

You can say some shortcomings that are "irrelevant" to the job you are applying for, even some shortcomings that look like shortcomings from the work point of view but are advantages.

Question: "Tell me about a failure."

Thinking: 1, it is not appropriate to say that you have no experience of failure.

It is inappropriate to describe these obvious successes as failures.

It is inappropriate to tell the failure experience that seriously affects your job application.

4. The result of experience should be failure.

It should be noted that I was confident and tried my best before I failed.

6. Explain that failure is only caused by external objective reasons.

7. After my failure, I quickly pulled myself together and faced my future work with more enthusiasm.