摘要： 为了使护士长正确认识和对待病人的投诉,本文着重阐述护理投诉常见原因、表现形式,分析病人投诉给护士长带来的启示;指出投诉意味着护理工作存在不足,护患之间缺乏沟通,意味着未能实现及满足病人的需求。总之,护士长应更新观念,换位思考,对投诉事件逐一进行讨论,剖析投诉的根源,从投诉中获得管理创新及改进工作的思路。

Abstract: In order to make the head nurses recognize and treat patient complaints correctly, this article mainly described the common causes and manifestation of nursing complaints and analyzed what the patient complaints brought to head nurses. The authors suggest