危機管理在護理實務之運用

An Application of Crisis Management to Nursing Practice

沈麗盆(Li-Pen Shen) ； 洪志秀(Chich-Hsiu Hung)

《高雄護理雜誌》 24卷2期 (2007/11) Pp. 85-94

https://doi.org/10.6692/KJN-2007-24-2-7

摘要

生活中處處充滿著危機，當危機來臨時，處理得宜，可以化險為夷，將危機化為轉機。危機管理的五個步驟包括(1)危機預知或預測：藉由觀察社會的變化與趨勢，建立良好的溝通管道，以察覺危機的徵兆；(2)危機預防及迴避與事前準備：預設相關情境進行草擬及推演，做好危機訓練及應變計畫；(3)危機的應對：當危機事件發生時，啟動危機處理之運作，採用各項必要的應變措施，是轉危為安的重要關鍵；(4)防止危機復發：危機發生後進行檢討危機發生的因果關係，並進行調整與修正工作，以防止相同的危機復發；(5)學習：事後檢討、評估與學習。良好的危機管理者往往可以由危機中得到學習，更能洞察危機的發生，以防範未然。本文藉由病患注射藥物過敏性反應所引起的危機為實例，說明護理實務上有效的危機管理，不僅可以提升病人安全，而且減輕危機所造成的個人和組織的傷害。在整個危機處理過程中，由經驗學習和事後檢討改進，得以增強危機管理以及提升護理專業能力。

關鍵字

危機 ； 危機管理 ； 護理

並列摘要

In our daily life, we may face any kind of crisis. If we manage it properly, the crisis could not only be solved but also become a turning point, which in turn can become an opportunity. Five steps of crisis management include: 1) crisis prediction or forecast: through observing social changes and trends, we could establish a good communication channel and detect the sign of a crisis in advance; 2) crisis prevention, avoidance and preparations: through simulating and deducing, we must take actions to train and plan for crises; 3) dealing with crisis: when the crisis breaks out, starting the operation of crisis management and taking various necessary contingency measures are keys for solving the crisis; 4) preventing crisis recurrence: review causal relations and conduct adjustment and modification for preventing the recurrence of the same crisis; and 5) learning lessons from the crisis: review, evaluate thereby learning and applying lessons after the crisis. A good crisis manager could always detect the sign of a crisis and learn lessons from the crisis to avoid another. Taking anaphylactic shock that may occur in a hospitalized patient as an example, this article indicates effective crisis management in nursing practice can not only enhance patients' safety but reduce personal and organizational damages as well. Furthermore, during the process of dealing with the crisis, nurses could strengthen their crisis management strategies and enhance their nursing profession.

並列關鍵字

crisis ； crisis management ； nursing