广州市某三甲医院开展“疑难高风险患者谈话”的现状与效果分析  

Currentstatus and effect of“communication with intractable high-risk patients”in a tertiary hospital in Guangzhou

作　　者：刘仲琦 丘成[1] 曾中华[1] 吴婷[1] 黄红中[1] 刘秋生[1] 刘大钺[1] LIU Zhongqi;QIU Cheng;ZENG Zhonghua;WU Ting;HUANG Hongzhong;LIU Qiusheng;LIU Dayue(The First Affiliated Hospital,Sun Yat-sen University,Guangzhou 510080,China)

机构地区：[1]中山大学附属第一医院,广东广州510080

出　　处：《现代医院》2024年第5期726-728,732,共4页Modern Hospitals

摘　　要：为进一步做细做实医疗投诉纠纷前端预防和源头化解工作,医院及时总结既往投诉纠纷事项中患者反映的突出问题和关心的焦点问题,结合医疗工作中存在的收治患者疾病类型较重、治疗方案复杂、风险高等特点,自2020年以来,积极在高风险科室开展疑难高风险患者谈话工作,形成了由医务管理部门、纠纷管理部门联合临床科室共同进行术前/治疗前谈话的工作机制。在医患沟通过程中充分贯彻以患者为中心的人文理念,促进沟通质量提升,使医疗安全更有保障,患者满意度高,取得了较好效果。This paper aims to focus on and implement strategies for preventing and resolving medical complaints and disputes at their emergence.The hospital promptly compiled a summary of the main problems and concerns reported from patients over the past few years.It combined medical practices with the characteristics of admitted patients with severe diseases,complex treatment plans,and high risks.Since 2020,this hospital has been actively engaging with intractable high-risk patients and developed a scheme that engaging clinical departments,medical management,and dispute management departments together to conduct preoperative/pre-treatment communication.With a focus on patient management,this hospital upholds the concept of the patient-centered humanistic philosophy in the process of doctor-patient communication to enhance the quality of communication.Consequently,the hospital has benefited from the communication scheme,achieving satisfactory effect in ensuring a solid medical safety and reducing the incidence of medical disputes.

关 键 词：医患沟通 疑难高风险 医疗纠纷 

分 类 号：R197.32[医药卫生—卫生事业管理]