三甲医院医疗纠纷发生现状及影响因素分析——基于医、患、家属三方视角  

Analysis on the Status-quo and Influencing Factors of Medical Disputes in the ⅢA Hospitals——Based on the Perspective of Doctors,Patients and Family Members

作　　者：殷璐 曾日红[1] 高熹[2] 顾加栋[1] YIN Lu;ZENG Ri-hong;GAO Xi;GU Jia-dong(School of Medical and Political Sciences,Nanjing Medical University,Nanjing Jiangsu 211166,China)

机构地区：[1]南京医科大学医政学院,江苏南京211166 [2]泰州市人民医院,江苏泰州225300

出　　处：《卫生经济研究》2019年第12期67-70,74,共5页

基　　金：国家社会科学基金项目(15BFX033);泰州市软科学研究计划项目(RKX201821)

摘　　要：目的:了解医疗纠纷发生现状,分析医患纠纷的变化趋势及发生的影响因素,并提出针对性对策,为改善医患关系提供参考。方法:采用描述性统计分析,对泰州市某三甲医院2013—2017年的876起医疗纠纷投诉原因及影响因素进行分析。结果:近年来,医疗纠纷投诉数量居高不下,院内科室均有涉及,且暴力事件偶有发生,主要集中在妇产科、骨科和胸心外科;医疗纠纷各利益相关方有其特异性,引发医疗纠纷的主要原因包括意外情况、沟通告知、服务态度、围手术期管理、疾病并发症等,且67.12%的医疗纠纷责任在院方。结论:医院应提高医疗技术水平,优化服务管理,杜绝不当行为;增强服务和法律意识,综合改进软硬件,提升就医体验;建立医疗纠纷风险管理机制,创新工作方式,改善医患关系,降低医疗纠纷发生率。Objective To understand the current situation of medical disputes,analyze the trends of the disputes between doctors and patients and the influencing factors,and propose targeted countermeasures. Methods Descriptive statistical analysis was used to analyze the causes and influencing factors of 876 medical disputes in a ⅢA hospital in Taizhou from 2013 to 2017. Results: In recent years,the number of complaints about medical disputes has remained high,and all departments in the hospital have been involved,and violent incidents have occurred occasionally,mainly in obstetrics and gynecology,orthopedics and thoracic surgery department. All stakeholders in medical disputes have their specificity. The main causes of medical disputes include accidents,communication,service attitude,perioperative management,disease complications,etc.,and 67.12% responsibility of medical disputes belongs to the hospital. Conclusion Hospitals should improve medical technology,optimize service management,eliminate inappropriate behaviors,enhance service and legal awareness,comprehensively improve software and hardware,enhance medical experience,establish medical dispute risk management mechanisms,innovate working methods,improve doctor-patient relationship,and reduce rates of medical disputes.

关 键 词：医疗纠纷 医患关系 影响因素 

分 类 号：R19[医药卫生—卫生事业管理]