护士按规定核对，为何还招致患者不满？

2016-10-10 佚名护士缘

导语：患者：都问了我那么多遍姓名，咋还记不住？你曾经是不是这样……操作前操作中操作后此患者已晕！其实这不仅仅是笑话，它们真实地发生在临床工作中。案例一夜班，有患者在护士站大声吵闹。值班医生，还有夜查房的护士长都在劝，陪着当班护士在给那个患者道歉，那男人不依不饶，一个劲指责。原来，当班护士发口服药给男人时，按制度询问他的名字，再对着牌子告诉他，发给他的是些什么药，男人就火了。他认为护士都不认得他，

导语：患者：都问了我那么多遍姓名，咋还记不住？

你曾经是不是这样……

操作前

操作中

操作后

此患者已晕！

其实这不仅仅是笑话，它们真实地发生在临床工作中。

案例一

夜班，有患者在护士站大声吵闹。值班医生，还有夜查房的护士长都在劝，陪着当班护士在给那个患者道歉，那男人不依不饶，一个劲指责。

原来，当班护士发口服药给男人时，按制度询问他的名字，再对着牌子告诉他，发给他的是些什么药，男人就火了。他认为护士都不认得他，也不知道拿的是什么药，还要对着牌子念，完全是不负责任……刚好护士长到科室夜查房，遇到了，帮忙解释，就更被认为是仗着人多，欺负他是病人，什么都不懂，怎么说都不行。——北京晨报

案例二

有患者到门诊输液区补液，护士按要求嘱咐病人提供门诊病历以核对注射液相关信息，核对过程中，患者认为是护士在故意刁难，对护士进行辱骂、拉扯并打伤前臂，并致护士手指皮肤破损。院方报警，最终警方依法对打伤护士的嫌疑人做出行政拘留3天的处罚。

——番禺日报

点评

护士按规定核对患者姓名，却招致患者不满。这种事情已经屡见不鲜，不少同行们在网上都在为当事护士鸣不平，呼吁患者和社会对护士的工作有更多理解和配合。

原因分析

护士在操作前核对患者姓名和床号等，是制度的要求，是为了保证在正确的患者身上进行正确的操作。这在护士和大多数患者的眼中，是再正常不过的事情。因为不管哪种临床护理操作，都有相关的核对要求。这一点，对于患者安全至关重要。尤其是输血和重点管理药品，护士和相关人员需要更严格地执行双人核对。

上述案例报道中提及的患者，也许有脾气暴躁的因素存在，但这件事也确实是给护理人员提了个醒。有一些在我们眼中再正常不过的事情，在患者看来可能是多此一举，甚至会认为不礼貌、怠慢。究其原因，除了少数患者个人修养的原因外，更多是因为患者并不知道护士为什么要这样做。

开头的笑话有点夸张，但是护士一遍又一遍机械地询问患者姓名，真的不明智，很容易引起患者的反感和不理解。其实，这是护士头脑中的固有思维在起作用，死板教条，以为自己如此做，患者就知道啥意思，会自然而然地跟进配合。错了，现实就是这么复杂，有的患者和家属还真不理解，因此也不会配合护士工作。

应对策略

增进沟通

即使护士知道自己做的事（核对工作）顺理成章，也有必要向患者或家属多解释几句。这样可以打破沉闷气氛，消除患者的陌生感，让患者知其然并且知其所以然。不仅可以让患者更好地配合治疗，也能减少护士受委屈，何乐而不为呢？

改变方式

有的护士核对时，硬生生张嘴就来：“你叫xxx？”像上述案例二中那样，护士按要求让病人提供门诊病历以核对注射液相关信息，态度生硬，核对死板。有的患者知道咋回事，能跟进配合，有的患者和家属完全不懂护士为什么要一遍遍询问姓名。护患双方之间的摩擦与罅隙在所难免。护士可否变通一下，针对不同的患者，机智灵活地进行核对。如“我们再来核对一遍，你叫xxx名字，对吗？”

善于变通

护理人员每天都要跟形形色色的患者和家属打交道，要清醒地认识到自己面前的处境，做好心理准备。从业生涯中，什么样的人都有可能遇到，要学会变通，不要一条路走到黑，善于改进，认清形势，随机应变，做好临床护理工作。

加强培训

对于新上岗护士，或沟通能力欠佳的护理人员，护理管理人员要及时指正，并加强有针对性的沟通技能培训，促其成长，增进实践技能，胜任临床工作。

如果临床上不加注意，病人真的要笑话我们护士了：都问了那么多遍姓名，咋还记不住？

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2016-10-12 正准备

如何对待病人，是个难题

58 0
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2016-10-11 1e128d2fm65(暂无匿称)

这也是对病人负责

62 0
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2016-10-10 医路开来

很奇葩的病号

73 0
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2016-10-10 医路开来

医护不好当，，，

59 0
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2016-10-10 医路开来

病号总以为是医院坑人

65 0
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2016-10-10 Mr.Li先生

。。。。

28 0
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2016-10-10 知难而进

继续关注！

22 0
[GetPortalCommentsPageByObjectIdResponse(id=146271, encodeId=147a1462e17b, content=如何对待病人，是个难题, beContent=null, objectType=article, channel=null, level=null, likeNumber=58, replyNumber=0, topicName=null, topicId=null, topicList=[], attachment=null, authenticateStatus=null, createdAvatar=http://q.qlogo.cn/qqapp/1103841572/373C274CBC6CDF6BC9056B319924AB54/100, createdBy=97a01924365, createdName=正准备, createdTime=Wed Oct 12 08:19:11 CST 2016, time=2016-10-12, status=1, ipAttribution=), GetPortalCommentsPageByObjectIdResponse(id=144274, encodeId=dfd51442e4f6, content=这也是对病人负责, beContent=null, objectType=article, channel=null, level=null, likeNumber=62, replyNumber=0, topicName=null, topicId=null, topicList=[], attachment=null, authenticateStatus=null, createdAvatar=http://cacheapi.medsci.cn/resource/upload/20161012/IMG57FE37B9D8B7C2781.jpg, createdBy=05f31956923, createdName=1e128d2fm65(暂无匿称), createdTime=Tue Oct 11 14:25:49 CST 2016, time=2016-10-11, status=1, ipAttribution=), GetPortalCommentsPageByObjectIdResponse(id=143322, encodeId=69b214332249, content=很奇葩的病号, beContent=null, objectType=article, channel=null, level=null, likeNumber=73, replyNumber=0, topicName=null, topicId=null, topicList=[], attachment=null, authenticateStatus=null, createdAvatar=https://wx.qlogo.cn/mmopen/mStl88fu4NfdY7yem1P7bRvOP6z0jKsBoYR8ezfAricY7meQWcte7LRJsWHVn0CnPJg2JuQmevR0DoFmmEib5QLD2kNESBESQT/0, createdBy=59191706502, createdName=医路开来, createdTime=Mon Oct 10 16:53:40 CST 2016, time=2016-10-10, status=1, ipAttribution=), GetPortalCommentsPageByObjectIdResponse(id=143321, encodeId=e99714332183, content=医护不好当，，，, beContent=null, objectType=article, channel=null, level=null, likeNumber=59, replyNumber=0, topicName=null, topicId=null, topicList=[], attachment=null, authenticateStatus=null, createdAvatar=https://wx.qlogo.cn/mmopen/mStl88fu4NfdY7yem1P7bRvOP6z0jKsBoYR8ezfAricY7meQWcte7LRJsWHVn0CnPJg2JuQmevR0DoFmmEib5QLD2kNESBESQT/0, createdBy=59191706502, createdName=医路开来, createdTime=Mon Oct 10 16:53:29 CST 2016, time=2016-10-10, status=1, ipAttribution=), GetPortalCommentsPageByObjectIdResponse(id=143320, encodeId=c2d01433208b, content=病号总以为是医院坑人, beContent=null, objectType=article, channel=null, level=null, likeNumber=65, replyNumber=0, topicName=null, topicId=null, topicList=[], attachment=null, authenticateStatus=null, createdAvatar=https://wx.qlogo.cn/mmopen/mStl88fu4NfdY7yem1P7bRvOP6z0jKsBoYR8ezfAricY7meQWcte7LRJsWHVn0CnPJg2JuQmevR0DoFmmEib5QLD2kNESBESQT/0, createdBy=59191706502, createdName=医路开来, createdTime=Mon Oct 10 16:53:08 CST 2016, time=2016-10-10, status=1, ipAttribution=), GetPortalCommentsPageByObjectIdResponse(id=143142, encodeId=09fa143142ad, content=。。。。, beContent=null, objectType=article, channel=null, level=null, likeNumber=28, replyNumber=0, topicName=null, topicId=null, topicList=[], attachment=null, authenticateStatus=null, createdAvatar=http://thirdwx.qlogo.cn/mmopen/vi_32/IibQxuGJg8Nh1KeNMs1nZJeeldYs9olQSmfLFMSmc8OR6afKD5WrY1ktGibkd2ccEG1hMLcfjsTroQ86Z9scbvicQ/132, createdBy=3d661927529, createdName=Mr.Li先生, createdTime=Mon Oct 10 12:22:18 CST 2016, time=2016-10-10, status=1, ipAttribution=), GetPortalCommentsPageByObjectIdResponse(id=142974, encodeId=74fc1429e444, content=继续关注！, beContent=null, objectType=article, channel=null, level=null, likeNumber=22, replyNumber=0, topicName=null, topicId=null, topicList=[], attachment=null, authenticateStatus=null, createdAvatar=http://cacheapi.medsci.cn/resource/upload/20160811/IMG57AC91915ACA64463.jpg, createdBy=9c351934462, createdName=知难而进, createdTime=Mon Oct 10 10:40:22 CST 2016, time=2016-10-10, status=1, ipAttribution=), GetPortalCommentsPageByObjectIdResponse(id=142973, encodeId=195e1429e38e, content=谢谢分享！, beContent=null, objectType=article, channel=null, level=null, likeNumber=23, replyNumber=0, topicName=null, topicId=null, topicList=[], attachment=null, authenticateStatus=null, createdAvatar=http://cacheapi.medsci.cn/resource/upload/20160811/IMG57AC91915ACA64463.jpg, createdBy=9c351934462, createdName=知难而进, createdTime=Mon Oct 10 10:40:16 CST 2016, time=2016-10-10, status=1, ipAttribution=)]
2016-10-10 知难而进

谢谢分享！

23 0

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