甘肃地区医患关系状况对医院危机管理的影响

目的:对甘肃省部分医院的患者进行问卷调查,收集患者对当前医患关系状况的看法、对医疗危机事件的态度以及行为的倾向,探析医患关系状况对医院危机管理的影响。方法:随机抽取甘肃省10家医院的患者,使用自行设计的问卷对患者进行现场调查,收集患者对相关问题的态度及看法,分析医患关系状况对医院危机管理的影响。结果:认为医患关系较好(非常好+比较好)的患者213例(55.4%)。患者对医患沟通状况的满意度与医患关系的评价密切相关(χ~2=183.281,P=0.000)。患者对医务人员主动履行告知责任的评价与医患关系评价密切相关(χ~2=132.903,P=0.000)。结论:加强医患间的沟通,避免危机事件出现,同时加强医疗服务的质量,有利于患者满意度的提高以及医院良好形象的树立。

The Influence of the Doctor-Patient Relation on the Hospital Emergency Management of Gansu Province

Objective: To study the influence of the doctor-patient relationship on the hospital emergency management by investigating the patients in parts of the hospital of Gansu Province with questionnaires and collecting the patients' opinion about the current doctor-patient relationship, their attitude to the emergency event and behavioral tendency. Methods: The patients in ten hospitals of Gansu Province were chosen randomly. Field investigation was performed by self-designed questionnaire for collecting patients' attitude and opinions on related problems. And the influence of the doctor-patient relationship on the hospital emergency management was analyzed. Results: All 213 patients thought that doctor-patient relationship was good (55.4%). Patients' satisfaction with doctor-patient communication was closely related with doctor-patient relation evaluation (χ2=183.281,P=0.000). Patients' evaluation on medical staff fulfilling the duty of disclosure was closely related with doctor-patient relation evaluation ( χ2=132.903, P=0.000).Conclusion: Strengthening the doctors-patients communication, avoiding the occurrence of the emergency event, and enhancing the quality of medical services at the same time are benefiting for improving patients' satisfaction and establishing good hospital images.