Mental experience of nurses from outpatient department in dealing with patient's complaints: a qualitative study / 现代临床护理

ABSTRACT

Objective To study the mental experience of nurses from outpatient department in dealing with patient's complaints.Method Using convenient sampling method,15 nurses from 5 sections of the outpatient department were chosen as interviewees,with the interviews on their mental experience in handling the complaints from outpatients.Result The issues from the interviews included:part of the patients were unable to complain accurately,part of the nurses were ineffective and therefore inactive in handling the complaints;some of the nurses were poor at employing communication skills and some others were incapable of specifying the complaints or asking for assistance.Conclusions Complaint handling is part of the nurses' job in the outpatient service.The nurses should take the initiative to improve their ability in complaint handling,so as to handle the complaints in a positive and effective way and improve patient's satisfaction.