危机公关在应对门诊医疗纠纷中的应用效果  

Application Effect of Crisis Public Relations in Dealing of Outpatient Medical Disputes

作　　者：李钟仁 

机构地区：[1]上海交通大学医学院附属第九人民医院,上海200011

出　　处：《中国卫生产业》2016年第22期174-177,共4页China Health Industry

摘　　要：目的探讨危机公关策略在应对门诊医疗纠纷中的应用效果。方法自2014年1月起,该院开始实施危机公关制度应对门诊医疗纠纷,比较实施前后门诊医疗纠纷发生率、医院管理落实情况、服务质量、满意度。结果实施危机公关措施后,医疗技术疗效纠纷、医疗费用纠纷、医疗服务态度纠纷、总医疗纠纷发生率均明显低于实施前（χ24.258-13.632,P〈0.05）,门诊医护人员法制教育参加率、核心制度落实评分、不良事件主动报告例次均明显高于实施前（t/χ23.367-120.277,P〈0.05）;患者对环境设施、服务态度、等待时间、医疗过程、服务结果等评分均明显高于实施前（t=17.531-29.849,P〈0.05）,满意度93.80%明显高于实施前75.40%（χ264.966,P〈0.05）。结论危机公关是应对门诊医疗纠纷较为科学和可靠的策略,有助于强化医院制度落实,提高医疗服务质量,降低医疗纠纷发生率。Objective To study application effect of crisis public relations in dealing of outpatient medical disputes. Methods Since January 2014, Our hospital started to implement crisis public management in dealing of outpatient medical disputes, medical disputes incidence, hospital management situation, service quality and satisfaction were compared before and after the implement. Results After implementing crisis public relations management, medical technology effect disputes,medical expenses disputes, medical service attitude disputes, total medical disputes were significantly lower than before the implementation（χ24.258~13.632, P〈0.05）; Outpatient service medical personnel legal system education rate, core system to carry out the score, the active report cases of adverse events were significantly higher than before the implementation（t/χ2=3.367~120.277, P〈0.05）; The environmental facilities, service attitude, waiting time, medical procedures, service results etc score were significantly higher than before the implementation（t=17.531-29.849,P〈0.05）, satisfaction 93.80% was significantly higher than before the implementation 75.40%（χ2=64.966, P〈0.05）. Conclusion Crisis public relations management helps to strengthen the hospital system, and improve medical service quality, then reduce the incidence of medical disputes.

关 键 词：危机公关 门诊 医疗纠纷 服务质量 

分 类 号：R197.3[医药卫生—卫生事业管理]