资源整合视角下医疗投诉纠纷成因分析及对策探讨  

Resource Integration Perspective of Medical Dispute Complaint Cause Analysis and Countermeasures

作　　者：王慧虹[1] 徐德武[1] 芦慧[1] 顾丹凤[1] WANG Huihong;XU Dewu;LU Hui;GU Danfeng(Doctor-patient Communication and Reception Department,Affiliated Hospital of Jiangnan University,Wuxi,Jiangsu,214000)

机构地区：[1]江南大学附属医院医患沟通接待处,江苏无锡214000

出　　处：《江苏卫生事业管理》2022年第9期1176-1180,共5页Jiangsu Health System Management

基　　金：无锡市护理学会重大项目(Z202105)。

摘　　要：目的:探讨整合医疗资源后医疗投诉纠纷的现状和产生原因,提出有效的预防措施,提高医疗质量,满足群众就医需求,提升就医体验感和满意度。方法:收集某医院2020年11月—2021年12月的医疗投诉纠纷数据,分析医疗投诉纠纷现况、原因及解决途径。结果:投诉原因分析:医患沟通不到位占35.4%、服务行为不规范占31.1%、核心制度不落实占16.8%、诊疗技术不规范占15.5%、隐私保护不到位占1.2%;纠纷原因分析:医患沟通不到位占33.33%、围手术期管理不到位占27.78%、诊疗行为不规范占12.96%、核心制度不落实占9.26%、患者期望值过高占7.41%、维权意识过强占3.7%、其他占5.56%。结论:进一步健全医疗质量管理制度,重视基础医疗质量管理,提高医务人员专业技术水平,增强沟通能力和法律保护意识,能够有效预防和减少医疗投诉纠纷和医疗事故的发生。Objective:To explore the current situation and causes of medical complaints and disputes after integrating medical re⁃sources,put forward effective preventive measures,continuously improve the quality of medical care,meet the needs of the masses for medical treatment,and improve the experience and satisfaction of medical treatment.Methods:Collect the data of medical complaint disputes from a certainhospital from November 2020 to December 2021,and analyze the current situation,causes and solutions of medi⁃cal complaint disputes.Results:Reasons for complaints:poor doctor-patient communication 35.4%,poor service behavior31.1%,core system not implemented16.8%,improperdiagnosis and treatment technology 15.5%,insufficient privacy protection1.2%.Analysis of the reasons for complaints:medical disputes:33.33%,poorperioperative management 27.78%.,non-standard diagnosis and treatment behavior accounted for 12.96%,the core system was not implemented for 9.26%,patients’expectationsare too highaccounted for 7.41%,toostrong awareness of rights protection accounted for 3.7%,and other reasons accounted for 5.56%.Conclusion:Further im⁃proving the medical quality management system,attaching importance to the basic medical quality management,improving the profes⁃sional technical level of medical staff,enhancing the communication ability and legal protection awareness,can effectively prevent and reduce the occurrence of medical complaints and disputes and medical accidents.

关 键 词：资源整合 医疗投诉 防范措施 医院管理 

分 类 号：R197[医药卫生—卫生事业管理]