某院收费冲突调查分析及对策  

Analysis and Countermeasures of Conflicts in Hospital Charges

作　　者：陈宝霞[1] 邹宇露 杨越[2] 

机构地区：[1]武警安徽省总队医院医务处,合肥230041 [2]第二军医大学卫生勤务学系卫生事业管理学教研室,上海200433

出　　处：《解放军医院管理杂志》2015年第10期988-990,共3页Hospital Administration Journal of Chinese People's Liberation Army

基　　金：安徽省自然科学基金(090413255)

摘　　要：目的通过对医院收费冲突类型分析,解释冲突产生的原因,探讨有效的收费冲突管理方式,以促进建立良好的医患关系。方法对2011—2013年某医院收费冲突数据进行归类分析,为制定冲突管理提供依据。结果 12013年由收费员与患者引起的冲突在门、急诊和住院收费处的比例均超过了90%;2发生冲突的患者以40岁以上人群居多;3在门、急诊处,省、市职工医保患者发生冲突的比例近50%,患者嫌费用贵和对医护不满意是冲突的主要原因;4在住院收费处以新农合人群居多,而患者主要是对治疗结果不满意。结论收费冲突不可能完全避免,但可以通过构建良好的医患关系,完善价格和政策公示制度,保持医患信息对称性,以及规范收费管理,提高医院诊疗水平,科学管理收费冲突。Objective By analyzing the conflict types of hospital charges, this article encourages people to thoroughly understand the causes of conflict, to explore the effective management of conflict in hospital charges, and to promote the establishment of better doctor - patient relationship. Methods Data of hospital charges con- flicts in 2011 -2013 were classified and analyzed to provide the basis for the development of conflict management. Results （1）The conflicts caused by toll collector and patients accounted more than 90% in both outpatient and in- patient clinic. （2）People aged 40 and over was the predominance of the conflicts patients. （3）In outpatient clinic, provincial, municipal workers with medicare accounted for nearly 50% of conflict. The main reason of the conflict was that patients are not satisfied with the high price and services of doctors and nurses. （4）In inpatient clinic, pa- tients with NCMS were the major people of the conflict, and the reason of most conflict patients was not content with the result of treatment. Conclusion The charges of conflict can＇t be avoided completely, however, we can manage it scientifically by some measures, such as to build a good doctor - patient relationship, improve the system of pricing and policy publicly system, keep information symmetry between patients and doctors, and to standardize management of the toll administration as well as improve the diagnosis and treatment level of hospital.

关 键 词：医院收费 冲突 管理 

分 类 号：R197.32[医药卫生—卫生事业管理]