医疗机构从业人员对医患冲突处理方式评价研究  

Study on Medical Staffs' Evaluation on the Treatment of Doctor-Patient Conflicts

作　　者：刘俊荣[1] 赵嘉林[1] 谢汉春 LIU Jun-rong;ZHAO Jia-lin;XIE Han-chun(College of Health Administration,Guangzhou Medical University,Guangzhou,Guang- dong,510182,China)

机构地区：[1]广州医科大学卫生管理学院,广东广州510182

出　　处：《中国医院管理》2018年第7期62-64,共3页Chinese Hospital Management

基　　金：广东省高校人文社科重大攻关项目(2013ZGXM0009)

摘　　要：目的了解医疗机构从业人员所倾向的医患冲突处理方式及其对不同处理方式的感受性评价,剖析人口社会学特征对其感受性评价的影响。方法利用SPSS21.0软件对问卷调查数据进行处理并建立数据库,通过χ2检验、单因素方差分析,揭示数据内在的意义和关系。结果医疗机构从业人员选择处理医患冲突的方式依次是私下和解、卫生行政调解、民间调解、法律诉讼、仲裁解决。58.4%的样本人群首选的求助方式为及时上报科室,性别、职称、学历、工作年限、工作岗位与求助方式之间差异均有统计学意义(P<0.05或P<0.01)。医患冲突处理方式与机构性质、级别均有相关性(P<0.05或P<0.01)。结论应切实提高临床科室应对冲突的处理能力,规范医患自行协商方式,加强多部门之间的密切互动和协调。Objective To understand the medical staffs＇ tendency and perceptual evaluation on different treatments of doctor-patient conflicts,and explore the influence of the sociological characteristics of population on this evaluation.Methods With software of SPSS21.0,data was analyzed by Pearson chi-square test and one-way ANOVA to reveal the meaning and relationship of data. Results The ways medical staffs prefer handing conflicts,in turn,are private reconciliation, health administrative mediation, civil mediation, lawsuit and arbitration agreement. 58.4% of medical staffs prefer way to inform department for help. Gender,job title,education,working years and position has significant correlation with help mode（P0.05 or P0.01）. Conflict processing mode has significant correlation with the nature and level of institutions（P0.05 or P0.01）. Conclusion Handling capacity of clinical departments in dealing with conflict should be improved,the way of consultation of doctors and patients be standardized,and the close interaction and coordination among various departments be strengthened.

关 键 词：医疗机构从业人员 医患冲突 评价 影响因素 

分 类 号：R197.323.4[医药卫生—卫生事业管理]