基于Augustine理论的医患危机管理研究  

Study on Doctor-Patient Crisis Management Based on Augustine Theory

作　　者：林晗 LIN Han(Linhai Social Insurance Management Center)

机构地区：[1]临海市社会保险事业管理中心

出　　处：《医院管理论坛》2018年第11期19-21,18,共4页Hospital Management Forum

摘　　要：基于Augustine六阶段危机管理理论建立医患危机管理模型,以T医院为例,在原有工作基础上构建了一套医患危机管理方案。通过实际应用,对医患危机管理方案的可行性和有效性进行验证。结果表明,所提出的医患危机管理方案在日常工作中能够预防医患危机,在常规状态下管理医患危机,在紧急状态下控制医患危机,以友好协商或第三方调解促成和解为主、医疗事故技术鉴定或司法诉讼为辅解决医患危机,事后查漏补缺,总结医患危机,制定整改措施,在T医院医患危机管理上取得了良好效果。This article created a management model of doctor-patient crisis based on the classic Augustine six-stage crisis management theory.Taking T hospital as an example,a set of scheme for doctor-patient crisis management was built on the basis of previous work.The feasibility and effectiveness of this management scheme was verified through putting it into practice in several recent doctor-patient disputes.The results showed that,the management scheme of doctor-patient crisis prevented doctor-patient crisis in daily work,managed the doctor-patient crisis under normal conditions,and controlled the doctor-patient crisis in an emergency.It took friendly negotiation or third-party mediation as main approach to promote reconciliation,and medical malpractice technical appraisal or judicial litigation as a supplementary solution.After the crisis was solved,the remaining problems were identified and the event was concluded.Corrective measures were formulated afterwards.The scheme proved to be effective in managing doctor-patient crisis of T-hospital.

关 键 词：医患危机 Augustine危机管理理论 管理模型 医患沟通 

分 类 号：R197.3[医药卫生—卫生事业管理]