医院医保办医患纠纷发生原因探析及应对措施思考  

Analysis of the Causes of Medical Disputes in Medical Insurance Department and the Countermeasures

作　　者：安小芳[1] 习应宜 王小莉[1] 秦群霞[1] 

机构地区：[1]西安交通大学第一附属医院医保办,陕西西安710061

出　　处：《中国医学伦理学》2016年第6期966-968,共3页Chinese Medical Ethics

摘　　要：目的通过对医院医保办相关医患纠纷发生的原因进行探讨,研究制定有效的防范措施,以减少医患纠纷的发生。方法对某医院2013—2015年全部医患纠纷(包括投诉)资料进行回顾性整理分析。结果服务态度不良、患方医保知识缺乏、费用纠纷是医保办医患纠纷产生的主要原因。结论通过规范医疗行为,加强医保相关知识的宣传,合理收费,实施人文关怀,能够有效减少医保办相关医患纠纷的发生。Objective： Through discussion on the reasons of medical disputes in the department of medical insurance,this paper made effective preventive measures to reduce the occurrence of medical disputes. Method：This paper retrospectively analyzed all of the medical disputes（ including complaints） occurred in one hospital from2013 to 2015. Results： Poor service attitude,lack of medical insurance knowledge of patients and the dispute of medical expenses are the main reasons of medical disputes. Conclusion： Through standardizing the medical behavior,strengthening the propaganda of medical insurance related knowledge,charging reasonably and implementing humanistic care,the medical disputes related to medical insurance will be reduced effectively.

关 键 词：医保办 医患纠纷 医院管理 医患关系 

分 类 号：R197.32[医药卫生—卫生事业管理]