医患关系协调办公室在构建和谐医患关系中的积极作用  

The Positive Role of Coordination Office in Building Harmonious Doctor- patient Relationship

作　　者：张瑛[1] 王小梅[2] 李伟[1] 白莉平[1] 高稳侠 王知玲 

机构地区：[1]西安交通大学第二附属医院麻醉手术科,陕西西安710004 [2]西安交通大学第二附属医院门诊部,陕西西安710004

出　　处：《中国医学伦理学》2015年第6期934-936,共3页Chinese Medical Ethics

摘　　要：目的总结医患关系协调办公室在构建和谐医患关系中的积极作用,提出构建和谐医患关系的对策。方法对西安市某三甲医院2012年和2014年院方共接待的投诉例数及投诉原因进行归纳总结、分析,比较2012年和2014年投诉例数的变化,并对数据进行统计学处理。结果在服务规范上的投诉明显减少,而医疗水平方面的投诉无显著变化。2014年投诉总数较2012年明显下降。并且门诊管辖科室投诉比例明显下降,而病房各科室投诉例数无明显下降。结论医患关系协调办公室的成立对构建和谐医患关系具有积极的意义。Objective： To Summary of the doctor- patient relationship coordination office positive role in building a harmonious doctor- patient relationship,and puts forward some countermeasures to build a harmonious doctor- patient relationship. Methods： Summarizing and Analyzing the number,reasons of the medical complaints in a tertiary hospital in Xi＇an from 2012 to 2014,Comparing the change of the number of medical complaints in 2012 and 2014 and these datas are statistically processed. Results： Complaints for the service specification decreased significantly,and no significant change in medical level of complaints. In 2014 the total number of complaint was significantly lower than that in 2012. And the jurisdiction of the outpatient department complaint ratio decreased obviously,and ward each department complaint cases no significant decline. Conclusion： The establishment of the doctor- patient relationship coordination office has positive significance for the construction of harmonious doctor-patient relationship.

关 键 词：医患关系协调办公室 医患关系 服务规范 医疗水平 

分 类 号：R-052[医药卫生]