广州市综合型医院危机公关意识的现状调查与分析  

Investigation and Analysis of the Sense of Crisis Public Relations in Guangzhou General Hospitals

作　　者：林凯程[1] 周梅芳[2] 

机构地区：[1]南方医科大学南方医院,广东广州510515 [2]广州医学院人文社科学院,广东广州510182

出　　处：《中国医学伦理学》2010年第3期63-64,122,共3页Chinese Medical Ethics

摘　　要：随机抽取了广州市综合型医院的患者和医护工作者,对医院在医疗、药品、服务等传播和沟通方面的公共关系状况进行调查,发现医护工作者对医院的肯定评价、对目前医患关系持良好评价的比例均高于患者;患者注重诊疗过程中的医患沟通,但相当部分患者对医嘱持有不完全信任的态度和心理;患者和医护工作者对医院的危机公关意识认识存在很大差距。目前,广州市综合型医院危机公关的意识比较薄弱,危机管理相对滞后;应通过各种措施加强医患沟通,强化医护人员危机公关意识,使医院危机管理制度化。In order to investigate the status quo of the sense of crisis public relations and emergency management awareness in Guangzhou general hospitals, Guangzhou- based integrated health care workers and patients were randomly selected from medical, pharmaceutical, communication and communication services to conduct a survey. The results showed that health care workers generally gave a higher score on evaluating hospitals and the present physician -patient relationship compared with that of patients ;patients stressed the communication between doctors and patients a lot during the treatment process,but a significant portion of patients did not show enough trust in doctor＇s orders; there is. a large gap in the recognition of hospital＇s sense of crisis public relations between health care workers and patients. Conclusively, the sense of crisis public relations in Guangzhou general hospitals is rather weak and crisis management is lagging behind. A variety of measures should be taken to strengthen physician -patient communication and the public awareness of the health care crisis ,and institutionalize hospital crisis management.

关 键 词：广州市综合型医院 危机公关 危机公关意识 医院危机管理 医患沟通 

分 类 号：R197.3[医药卫生—卫生事业管理]