心理学视角下构建医患纠纷预警机制  

Early Warning Mechanism of Medical Disputes With the Perspective of Psychology

作　　者：柏涌海[1] 严文沛 王沛[2] 陈羽中[3] 庞娇艳[1] 陆莉[1] 朱有为[1] 

机构地区：[1]第二军医大学附属长征医院预防保健科,上海200003 [2]上海师范大学应用心理学系,上海200235 [3]第二军医大学附属长征医院医教部,上海200003

出　　处：《解放军医院管理杂志》2015年第5期408-411,共4页Hospital Administration Journal of Chinese People's Liberation Army

基　　金：上海市教委科研创新重点项目(12ZS084);国家自然科学基金面上项目(71473261)

摘　　要：目的针对国内医院和医患冲突特点,制订实用的风险预测和管理工具,改变医院的被动应对,最大限度预防冲突发生、降低冲突后果。方法综合利用文献回顾、量表检测、生化检测、行为观察、专家咨询、心理咨询与训练等方法。结果动态监测医患人际互动过程,确立医患冲突的先兆风险因素,以医院内部信息集成系统为依托,完成多向度指标的融合和预警体系的构建,并逐级、逐类分别制定针对医护人员、患者及其家属的医院管理机构的干预方案。讨论三位一体的人本化动态管理模式包含医院和患者的平等化管理,契合医学新模式;医护人员心理素质训练和心理健康保健,体现人文关怀;积极有效的微观预警与干预体系,融入医院常规活动和流程。Objective In connection with the domestic hospitals and doctor-patient conflict characteristics, to develop practical risk prediction and management tools, in order to change the current hospital＇s passive response and to maximize the prevention of conflict, and to reduce the consequences of conflict. Methods Literature review utilization, scale testing, and biochemical testing, behavioral observation, expert advice, counseling and training methods. Results Monitoring the physician -patient interpersonal process dynamically, establishing risk factors for doctor-patient conflicts which threatened to hospital internal information integration system as the basis, completing the construction of early warning systems integration and multi - dimensional indicators and formulating intervention programs for health care workers, patients and their families in hospital management agencies Progressively and by category. Discussion Trinity dynamic management modes based on humanization include the following aspects： equality management of hospitals and patients, a suitable new model of Medicine; psychological training of medical staff and mental health care, reflecting human care ; positive and effective micro - warning and intervention system, integration into hospital regular activities and processes.

关 键 词：医疗服务 医患纠纷 预警机制 人本化 

分 类 号：R197.32[医药卫生—卫生事业管理]