广州地区医患关系状况对医院危机管理的影响分析  

Impact of Doctor-patient Relationship in Guangzhou on Hospital Crisis Management

作　　者：林凯程[1] 耿仁文[1] 田柯[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]广州医学院人文社会科学院,广东广州510182

出　　处：《中国医院管理》2011年第3期48-51,共4页Chinese Hospital Management

摘　　要：目的对广州地区医院患者进行调查,了解患者对目前医患关系状况的评价、对医疗危机事件发生的态度及行为选择,分析医患关系状况对医院危机管理的影响。方法采用自设问卷进行调查和访谈。结果 55.4%的患者认为目前医患关系状况好或较好;66.0%的患者认为诊疗中的医患沟通效果较好;63.9%的患者对医患沟通状况比较满意;大多数医务人员未能主动履行告知义务;72.8%的患者对医生开药或作检查有过疑问;72.8%的患者遇到医疗纠纷会首先找院方投诉;认为诊疗过失和对事件处理不够及时最易引发医疗危机事件,56.8%的患者认为危机事件会影响其选择。结论采取多种方式加强医患沟通,预防危机事件的发生;加强医疗服务的质量管理,建立高效的危机处理机制,提高患者满意度;重视医疗危机事件的善后管理,树立新形象。Objective To investigate patients of hospitals on the current status of patient evaluation, medical crisis n Guangzhou and understand the relationship between patients occurred choice attitudes and behavior, and to analyze crisis management of doctor-patient relationship. Methods Using self-based questionnaire and interview. Results 55.4% patients think that current state of physician-patient relationship is good or better; 66.0% patients think that communication between doctors and patients in clinics is better, and 63.9% patients is relatively satisfied with communication between doctors and patients; the majority of medical staff fail to fulfill this obligation initiatively; 72.8% patients are doubt of doctors＇ prescription and examination; 72.8% patients will complain to hospitals in medical disputes; 56.8% patients think that crisis events will affect their choice, because they think that the clinics on how to deal with negligence and lack of timely medicine are likely to trigger a crisis. Conclusion A variety of ways should be adopted to strengthen the physician-patient communication and to prevent the occurrence of the crisis; the quality of medical services management be strengthen, the establishment of efficient mechanisms for crisis management be established to improve patient satisfaction; attention be paid to the medical crisis in the aftermath of the incident management to establish a new image.

关 键 词：医患关系 医院 危机管理 

分 类 号：R197.3[医药卫生—卫生事业管理]