[{"data":1,"prerenderedAt":68},["ShallowReactive",2],{"q-nurse-113-3-fundamental-nursing-048":3},{"subject":4,"subjectSlug":5,"subjectFullName":6,"question":7,"related":36,"lastmod":67},"基本護理學與護理行政","fundamental-nursing","基本護理學(包括護理原理、護理技術)與護理行政",{"id":8,"webId":9,"year":10,"session":11,"subject":4,"number":12,"stem":13,"options":14,"answer":19,"answerNote":20,"images":21,"explanation":22,"explanationDeep":23,"topics":24,"freq":27},"nurse-113-3-基本護理學與護理行政-048","nurse-113-3-fundamental-nursing-048",113,3,48,"護理長接獲同仁反應有病人家屬抱怨護理師延誤給藥，恐導致病人病情變化，下列做法何者最適宜？",{"A":15,"B":16,"C":17,"D":18},"病人病情變化是疾病自然發展，不須理會","請主治醫師去溝通，護理長不須出面了解","釐清事件，以便向家屬說明事實與後續處理","直接將家屬抱怨事件轉給醫院法務部門處理","C",null,[],"本題考點在於護理主管面對客訴(complaint)的處理原則:主動釐清事實、負責溝通。依病人安全與危機處理原則,護理長應先釐清延誤給藥事件的經過,以便向家屬據實說明並提出後續處理,展現承擔與透明,故選 C。A 錯在把病情變化推給疾病自然發展、拒絕理會,漠視潛在疏失與家屬感受;B 錯在客訴針對護理照護,護理長身為主管應親自出面了解,不宜全推給醫師;D 錯在尚未釐清即直接轉法務,是防禦性作為,會激化衝突並失去溝通良機。本題屬管理情境判斷題。","客訴處理原則:傾聽、同理、釐清、說明、追蹤改善。危機溝通強調誠實與時效,愈早正面回應愈能降低訴訟風險。事件釐清也連結根本原因分析(RCA),目的在系統改善而非究責個人。記憶:客訴不是麻煩而是改善契機,主管迴避才是最大風險。",[25,28,31,34],{"term":26,"count":27},"病人安全",17,{"term":29,"count":30},"根本原因分析",7,{"term":32,"count":33},"客訴處理",1,{"term":35,"count":33},"危機溝通",[37,41,47,52,57,62],{"webId":38,"stem":39,"number":40,"year":10,"session":11},"nurse-113-3-fundamental-nursing-049","泌尿道感染發生率在杜納貝迪恩（Donabedian）醫療品質評估模式中，屬於下列何項品質指標？",49,{"webId":42,"stem":43,"number":44,"year":45,"session":46},"nurse-114-2-fundamental-nursing-045","建構醫院病人安全通報系統，發展概念不包含下列何項？",45,114,2,{"webId":48,"stem":49,"number":50,"year":51,"session":33},"nurse-115-1-fundamental-nursing-039","決策者預測不利後果情況下，從眾多方案中選擇危害最小的方案，此種決策策略是屬於下列何者？",39,115,{"webId":53,"stem":54,"number":55,"year":56,"session":46},"nurse-106-2-fundamental-nursing-057","現代管理理論中，下列何者運用科學的研究與實驗方法，設計出專業分工原則？",57,106,{"webId":58,"stem":59,"number":60,"year":61,"session":33},"nurse-108-1-fundamental-nursing-021","曾先生為氣喘病人，醫囑「Ipratropium bromide（Atrovent）2 PUFF INHA QD」，Ipratropium 為 MDI （metered dose inhaler）製劑，下列敘述何者正確？①用藥時宜採取坐姿或站姿 ②按壓兩次藥瓶後吸藥 ③吸藥後憋氣 10 秒 ④接連吸兩口藥不要停頓",21,108,{"webId":63,"stem":64,"number":65,"year":66,"session":33},"nurse-109-1-fundamental-nursing-055","王太太，因癌症 10 天前接受化學治療，口腔內雙頰與上顎出現白斑與破損，且口腔疼痛不敢進食，下列措施何者最適合王太太？",55,109,"2026-09-04",1788510752394]