危机管理在护患纠纷处理中的应用及体会  

The Application and Experience of Crisis Management in Dealing with Nursing Disputes

作　　者：余瑛[1] 徐丹红[1] 沈凯明[1] 杨苏华[1] 

机构地区：[1]浙江省绍兴市人民医院

出　　处：《医院管理论坛》2014年第1期22-23,21,共3页Hospital Management Forum

摘　　要：文章阐述了危机管理理论,分析了护患纠纷产生的原因,结合护患危机发展的几个阶段,有针对性地提出护患纠纷中危机管理的方法和策略,可以很好地预防护患纠纷的发生,促进护患关系和谐,推进医疗卫生事业的健康发展。This paper elaborates the crisis management theory, analyzes the causes of nursing disputes and puts forward methods and strategies of crisis management in dealing with the disputes based on different stages of the crisis development which can prevent its occurrence, establish harmonious relationship between nurses and patients and promote the healthy development of the medical and health care service.

关 键 词：危机管理 公立医院 护患纠纷 

分 类 号：R197.32[医药卫生—卫生事业管理]