Conflicts between nurses and patients caused by service attitude: With the development of holistic nursing and the strengthening of medical ethics in the industry, disputes between nurses and patients caused by poor service attitude are obviously reduced. However, there are still some nurses who use service taboos in their work, pay no attention to their way of speaking and tone, and simply answer questions, which leads to misunderstandings and conflicts. In clinical nursing work, nurses should be kind, gentle in tone and suitable for everyone; We should learn to observe the face and color, and try our best to patiently explain the unclear problems of patients in popular language; Knowing the patient's name, age, sex, diagnosis and medication can accurately answer every question raised by the patient. When you really don't understand, you should explain it to the patient clearly, and then tell the patient after you understand it clearly; Reasonable requirements for patients, such as changing beds and infusion parts, should be met as much as possible; Nurses should stand in the patient's point of view, think for the patient, and understand and care for the patient everywhere.
Contradictions caused by cost problems: At present, there are relatively many such problems. When doctors or nurses urge patients to ask for money, it is easy to cause conflicts. After the patient is admitted to the hospital, doctors and nurses should explain the approximate medical expenses to the patient in detail so that the patient can know fairly well; When nurses transfer money, they should strictly follow the charging standard and do not charge fees; When patients have doubts about the cost, nurses should explain patiently and ask relevant departments when necessary until the patients or their families are clear.
Contradictions caused by morning nursing: Morning nursing is one of the hardest tasks that nurses have to do every day, and it is also easy to cause contradictions. Critically ill patients, patients after major surgery and patients with poor sleep at night are all contradictory objects. When doing morning care, the nurse should arrange the patient's bed unit comfortably and smoothly, and at the same time care about asking the patient about his sleep, diet and recovery. If necessary, she can choose another time to do morning care for the patient, so that the patient can feel the care and concern of the nurse.
Conflicts caused by interns operating alone: Some nurses are irresponsible and let interns operate alone for patients, which leads to conflicts because patients are dissatisfied with the failure of surgery. To solve this problem, teachers should follow interns in every operation, which can not only exercise the courage of interns, improve the success rate of surgery, but also increase patients' trust in interns. Once the operation fails, the teacher should apologize to the patient and complete the operation by himself.
The contradiction caused by the shortage of nurses: the shortage of nurses is very common in clinic. When the department is busy and several patients need to change fluids or do other treatments, the nurses can't arrive on time, which creates contradictions. In view of this situation, the head nurse should make overall arrangements for the work of the department and increase or decrease the personnel on duty in a timely manner.
Contradiction caused by inaccurate infusion drops and bottles: Our hospital requires nurses to write down the total amount of infusion, the name and dosage of drugs on the infusion card, and sign each time they change fluids. However, there are still nurses who don't sign after changing the liquid, or don't inform the patient after changing the doctor's order that day, or don't handle it correctly on the infusion card, or don't fill in the infusion card carefully, which leads to inaccurate dripping speed and conflicts. Therefore, nurses should conscientiously do a good job of "three checks and seven pairs" before, during and after operation. Every time they change the fluid, they should record it in detail on the infusion card and sign it at the same time. They should always check whether the infusion site of the patient is leaking, swollen and unobstructed, and ask whether the patient is unwell.
Conflict caused by re-intubation: In the treatment of diseases, various tubes are often placed, which will cause conflict when patients feel unwell and need re-intubation. Nurses should strengthen health education, explain the functions of various pipes to patients, the possible adverse consequences when they are accidentally pulled out and the pain when they are reinserted, so that patients can actively cooperate with the treatment. Nurses should check whether the pipeline is unobstructed and twisted every day, change the dressing and adhesive tape at the mouth of the pipeline in time, adjust the position of the pipeline in time when the patient feels uncomfortable, and accurately record the amount of inlet and outlet.
Contradiction caused by the untimely dressing change of wound: Due to the doctor's busy work or other reasons, the patient thinks that the nurse is not satisfied with the nurse because she did not report to the doctor. In this case, the nurse should listen carefully to the patient's opinions, change the wound dressing in time, and gently feedback the patient's opinions to the doctor to avoid similar situations from happening again.
Dissatisfaction with diagnosis and treatment leads to contradictions: when some diseases are not diagnosed clearly, wounds are not healed well, and the treatment effect of advanced cancer is not ideal, patients or their families often have dissatisfaction, and when nurses speak improperly or make mistakes in operation, they become the targets for patients or their families to vent their dissatisfaction. In this case, nurses should report to the head nurse in time, remind all nurses to pay attention and do every nursing job more strictly. When patients accuse nursing work, there is no need to explain too much to avoid unnecessary conflicts.
Conflicts caused by other problems: lighting in wards, corridors and bathrooms is not bright, sewers are blocked, valuables are lost, and the ward environment is noisy. The head nurse should do all kinds of management work well, so that nurses can have a better working environment and work with peace of mind.