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【摘要】 目的 探讨护患纠纷的原因、预防对策、应对策略。方法 采用回顾性分析法对所分管的一内科病区5年来19例 对护理方面的投诉进行原因分析，并对预防措施、处理策略进行回顾总结。结果 原因主要包括服务不到位、缺乏责任心、管理缺陷、技术不到位、沟通不到位、迁怒于护士、法律意识淡漠，通过采取针对性的有效处理措施，绝大部分纠纷在病区内自行调解，没有升级为院级纠纷。结论 改善服务态度，加强责任心，完善管理，提高技术水平，加强护患沟通，提高护士法律意识是减少护患纠纷的关键。
[abstract] The goal discussion protects the trouble dispute's reason, the prevention countermeasure, the dealing with strategy. The method uses the review analytic method to a internal medicine department ward for 5 year 19 example which is in charge to nurse the aspect the suit to carry on the reason analysis, and to the preventive measure, the processing strategy carries on the review summary. Finally the reason mainly includes the service not to arrive, the deficient sense of responsibility, the management flaw, the technology not to arrive, the communication not to arrive, to vent anger Nurse Yu, the legal awareness to be faint, through takes the pointed effective processing measure, the major part dispute mediates voluntarily in the ward,