医患关系相关患者投诉的质性研究  

Qualitative Study on the Patient Complaints Related to Relationship Problems

作　　者：陈明[1] 邵晓凤[1] CHEN Ming;SHAO Xiaofeng(Hospital Administration Office,Peking University People's Hospital,Beijing 100044,China)

机构地区：[1]北京大学人民医院党委院长办公室,北京100044

出　　处：《医学与哲学》2024年第22期47-51,共5页Medicine and Philosophy

基　　金：2023年全国公立医院党建研究课题(ZY23429);2022年北京大学人民医院研究与发展基金管理研究项目(RDM2022-01)。

摘　　要：通过对北京市某三甲医院2022年6月至2023年12月受理的“接诉即办”转办的医患关系相关患者投诉文本进行扎根理论编码分析,归纳得到投诉问题主要分为“尊重患者及患者权利”“交流沟通”和“倾听”三大类,具体包括“尊重患者”“尊重患者权利”“负向沟通”“解释沟通不到位”“不予解释沟通”“忽视”“倾听不足”等方面。医患关系相关患者投诉问题原因主要是:医务人员沟通不足导致患者“尊重”体验差、医务人员有效倾听不足导致患者“忽视”感受强烈、系统因素及个体因素共同作用导致“负向沟通”。Based on a grounded theory coding analysis of patient complaints texts regarding the doctor-patient relationship problems transferred via the"swift response to public complaints"from June 2022 to December 2023 received by a Grade-A hospital in Beijing,the complaint issues can be categorized into three main categories:"respect for patients and their rights","communication",and"listening".Specific issues included"lack of respect for patients","insufficient respect for patient autonomy","negative communication","inadequate explanation","refusal to communicate","neglect",and"insufficient listening".The reasons behind patient complaints related to doctor-patient relationship were primarily evident in the inadequate communication by medical personnel,resulting in patients feeling disrespected,ineffective listening by medical staff intensifying patients'sense of"neglect",and the combined impact of systemic and individual factors leading to"negative communication".

关 键 词：医院管理 医患关系 患者投诉 

分 类 号：R-05[医药卫生]