以媒体采访突发事件之视角探讨医院危机管理——以台湾省某综合医院为例  

Probe into Hospital Emergency Management on Emerging Event by the Angle of Media Interview——Case Study on a General Hospital in Taiwan Province

作　　者：张敦智 张广汉 

机构地区：[1]台湾公关管理学会亚太医疗委员会

出　　处：《中国医院管理》2006年第1期58-60,共3页Chinese Hospital Management

摘　　要：当重大公安事件中的伤员从事件现场转入医院时,媒体的追逐焦点也随即锁定医院。然而,公共议题进入隐私的医疗场所,在医院、媒体、伤员或事件关系者中间,也即进入了“议题处理”的危机管理。该研究以某一医学中心为例,对发生社会突发案件时,病人及家属、记者、医护人员、公关与社工人员从各角度所提出之问题作分析并加以解决,以此归纳媒体采访突发事件时医院的流程管理模式,确定职责并发挥各得其利之效益;而所有医护人员应能以“全院都是公关人”的想法,来协助病患、记者、公关人员在和谐的气氛下完成各方工作,化解不必要的冲突与对立,提升医院形象并化解管理危机。When the persons wounded in major public emergency event are taken into hospital from the spot, the focus of the media＇s attention will turn to hospital However, when public topic enters into the private medicelfield, emergency management for “ topic handling” is needed among the hospital, media, wounded person andother stakeholders This paper takes a medical center for example, analyze and try to cope with the questions andproblems brought forward by the patient and family numbers, journalist, doctors and nurses, public relation andsooial workers from different viewpoints in the case of outbreak of public emergencies, to sum up the procedure of management model for the media to interview the hospital in public emergencies, to fix on their functions and put them into full use. However. eli the doctors and nurses should take in mind all members in the hospital are pubilc relation workers, to cooperate with the patient, journalist, public relation workers to complete all the workunder harmonious circumstance, to solve unnecessary conflict and contravention, and to promote status ofhospitals and diminish possible crisis in emergency management.

关 键 词：突发事件 媒体 危机管理 事件营销 病人权利 

分 类 号：R197.3[医药卫生—卫生事业管理]