Potgieter S, Muller M
Curationis. 1998 Dec;21(4):14-23.
The nursing service manager is accountable for adequate and efficient personnel management in the nursing service and the management of grievances is an important aspect of the personnel management function. The question arises, however, how and when grievances in nursing services arose and developed? The purpose of this article is to give a historical description of the development and management of grievances in nursing services for the time frame 1652-1990. An historical analysis was undertaken by means of news paper analysis, as well as other written resources. The results show that the development of grievances are related to the development of hospitals in South Africa and that grievances were poorly managed. The following conclusions are made: grievances in nursing are related to the establishment of hospitals; the first official grievance was lodged in 1824 by a surgeon; grievance are mainly related to the working conditions, remuneration and management; complaints with salaries and food were lodged by nurses as early as 1869; it appears as if nursing service managers are not adequately skilled in the management of grievances experienced by nursing staff--the same mistakes are made leading to strike action by nurses/midwives; unhappiness with the inappropriate manner in which grievances are managed lead to industrial action by nursing staff since 1889. Continuous empowerment of nursing services managers in the management of grievances is important and therefore the development of a model for grievance management in nursing services is also recommended.
护理服务经理负责护理服务中人员的充分且高效管理，而申诉管理是人员管理职能的一个重要方面。然而，问题在于护理服务中的申诉是如何以及何时产生和发展的呢？本文旨在对1652年至1990年期间护理服务中申诉的发展及管理进行历史性描述。通过报纸分析以及其他书面资料进行了历史分析。结果表明，申诉的发展与南非医院的发展相关，且申诉管理不善。得出以下结论：护理方面的申诉与医院的建立有关；1824年一名外科医生提出了首例正式申诉；申诉主要与工作条件、薪酬和管理有关；早在1869年护士就对薪资和食物提出了投诉；似乎护理服务经理在处理护理人员的申诉方面技能不足——同样的错误导致护士/助产士采取罢工行动；自1889年以来，护理人员因对申诉处理方式不当感到不满而采取工业行动。持续增强护理服务经理在申诉管理方面的能力很重要，因此还建议开发护理服务申诉管理模型。
