基于调解机制的医疗投诉解决研究  

Research on Medical Complaint Resolution Based on Mediation Mechanism

作　　者：罗季芳[1] LUO Jifang(Complaint Management Office,the People's Hospital of Hechi,Hechi Guangxi 547000,China)

机构地区：[1]河池市人民医院投诉管理办公室,广西河池547000

出　　处：《中国卫生标准管理》2024年第9期66-69,共4页China Health Standard Management

摘　　要：文章旨在探讨基于调解机制的医疗投诉纠纷解决方法,并分析其应用效果。首先综述了医疗投诉纠纷的定义、分类和原因,发现其对患者、医生和医疗机构都有负面影响。调解机制作为一种快速、灵活且与当事人合作的争议解决方式受到关注。研究系统概述了调解机制的理论和实践,并揭示了它在其他领域的成功应用案例。随后构建基于调解机制的医疗投诉纠纷解决模式,并通过案例分析和效果评估验证了该模式的可行性和有效性。进一步探讨调解机构和人员建设的关键问题,例如机构建立、组织架构和调解人员的选拔与培训。通过实证研究方法,对该模式进行实证研究,并评估患者和医生的满意度。最后,讨论基于调解机制的医疗投诉纠纷解决模式的优势、问题以及未来的应用前景,并提出结论和进一步研究建议。本研究的结果有望为医疗投诉纠纷解决提供新的思路和方法,促进医患双方的有效沟通与合作,提升医疗服务质量和患者满意度。The purpose of this study is to explore the method of medical complaint dispute resolution based on mediation mechanism,and analyze its application effect.Firstly,the definition,classification and causes of medical complaint disputes are summarized,and it is found that they have negative effects on patients,doctors and medical institutions.Mediation mechanism as a fast,flexible and cooperative dispute resolution method has attracted attention.The research system provides an overview of the theory and practice of mediation mechanisms and reveals examples of its successful application in other fields.Then,it constructs a medical complaint dispute resolution model based on mediation mechanism,and verifies the feasibility and effectiveness of this model through case analysis and effect evaluation.The key issues in the construction of mediation institutions and personnel are further discussed,such as the establishment of institutions,organizational structure and the selection and training of mediation personnel.This model was empirically studied and the satisfaction of patients and doctors was assessed by the empirical research method.Finally,this paper discusses the advantages,problems and future application prospects of the medical complaint dispute resolution model based on mediation mechanism,and puts forward conclusions and suggestions for further research.The results of this study are expected to provide new ideas and methods for the settlement of medical complaints and disputes,promote effective communication and cooperation between doctors and patients,and improve the quality of medical services and patient satisfaction.

关 键 词：调解机制 医疗投诉纠纷 机构建立 医患沟通 医疗服务质量 患者满意度 

分 类 号：R197[医药卫生—卫生事业管理]