Reasons for nurses' lack of initiative

What abilities should a head nurse have when dealing with disputes?

Nursing dispute refers to the dispute that patients and their families are dissatisfied with hospital nursing work in nursing activities. The reasons are complicated, and most of them occur in the clinical front line. As a front-line nursing manager, head nurses play an important role in preventing conflicts and resolving them in time. In dealing with nursing disputes, head nurses should have strong emergency ability, stable psychological quality and coordination ability, profound knowledge ability, legal rights protection ability, analysis and judgment ability, etc.

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 to the other party. 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. In other words, if there is a dispute, the head nurse should meet the patient and his family as soon as possible to prevent the patient from getting too excited because no one is handling it. After contact with patients, we should urge patients and their families not to get angry, persuade patients to tell the reasons, let patients' dissatisfaction be vented, and don't 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 safeguard rights according to law is the most important means to rely on the law to handle disputes. It can make disputes be handled positively, fairly and effectively. 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.

5. 1 Strengthen the cultivation of nurses' humanistic quality and improve the service level. Through learning, starting with improving nurses' professional quality, we should constantly strengthen nurses' awareness of quality service, establish a patient-centered service concept, try our best to meet the legitimate needs of patients, adapt to the changes in medical care mode, change the service concept, and establish the concept of "patients first, quality first, service first". Take a variety of methods, such as organizing "if I am a patient" discussion, holding communication skills lectures and etiquette training. Improve the quality of nurses from all aspects.

5.2 Improve legal awareness and strengthen management. Head nurses should organize nurses to study the Nurses' Regulations, the Regulations on Handling Medical Accidents and other relevant laws and regulations, guide nurses to recognize the weight of various rules and regulations and operational procedures, and take the initiative to fulfill various systems and responsibilities as legal obligations, so that nurses can strictly abide by the rules and regulations and operational norms, enhance their sense of responsibility, eliminate loopholes and mistakes in their work, and prevent disputes.

5.3 Improve nursing skills and implement nursing measures. Head nurses should constantly organize the study and assessment of specialized theory, new business and new technology, and regularly check and assess basic nursing operations, especially young nurses, to ensure the stability of professional skills. Only by striving for perfection in nursing technology and constantly broadening our thinking will it not harm the interests and image of the hospital, but also convince and satisfy patients. Only when the head nurse has the above comprehensive ability and is persuasive and calm in dealing with nursing disputes can the contradiction between nurses and patients be eliminated in the bud and the nursing disputes be solved satisfactorily in the department.