从医疗服务态度探讨和谐医患关系的建立  

Discussing the construction of harmonious relationship between doctors and patients in view of medical service attitude

作　　者：彭锦绣[1] 唐乾利[2] 王粤湘[1] 

机构地区：[1]广西中医学院第一附属医院,广西南宁530023 [2]广西中医学院

出　　处：《中国卫生事业管理》2011年第4期261-262,共2页Chinese Health Service Management

基　　金：2008年度广西哲学社会科学研究"十一五"规划课题(项目编号:08BSH006);2009年度广西中医学院校级课题(项目编号:P2009014)

摘　　要：目的：研究医生医疗服务态度在构建和谐医患关系中的作用,探讨如何建立和谐的医患关系。方法：从2010年4月~2010年6月期间本院门诊病人问卷调查表中选取最易被投诉和口碑最好两组不同服务态度医生所诊治患者的问卷调查表（分别设为A组和B组）,对两组调查表中的就诊患者对＂医生服务态度＂、＂医生技术水平＂及＂医患关系印象＂3个方面的评分结果进行统计分析。结果：两组患者对医生医疗技术水平评分差异无显著性（P〉0.05）,在对医生服务态度及医患关系印象评分两个方面,A组低于B组,且差异有统计学意义（均P〈0.01）。结论：服务态度好坏决定着医患关系的和谐与否,医院管理部门应在正确引导医生医疗服务态度上下功夫。Objective To study the influence of doctors＇ attitude on establishing harmonious relationship between doctors and patients.Methods Outpatients from April 2010 to June 2010 were surveyed by questionnaire,from which the questionnaires on doctors who were most susceptible to be complained were chosen as group A,and those of warmly approved doctors as group B.Then,scores of indexes of doctors＇ attitude,professional quality,and impression on relationship between doctors and patients were statistically analyzed.Results There had no significant difference of scores of doctors＇ professional quality between these two groups（P0.05）.While significant differences were observed in indexes of doctors＇ attitude and impression on relationship between doctors and patients between these two groups（P0.01）.Conclusion Medical service attitude is a vital factor to influence the harmonious relationship between doctors and patients,which should be guided by hospitals＇ administration.

关 键 词：医患关系 服务态度 医疗纠纷 

分 类 号：R197.3[医药卫生—卫生事业管理]