| 医患双方对医患纠纷现状认知与处理态度 |
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| 引用本文： | 武杰, 刘方, 胡慧秀, 尚少梅, 刘海英, 王志稳. 医患双方对医患纠纷现状认知与处理态度[J]. 中国公共卫生, 2017, 33(6): 938-941. DOI: 10.11847/zgggws2017-33-06-18 |
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| 作者姓名： | 武杰 刘方 胡慧秀 尚少梅 刘海英 王志稳 |
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| 作者单位： | 1.北京大学护理学院, 北京 100191;2.北京市医疗纠纷人民调解委员会;3.北京医院护理部 |
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| 摘 要： | 目的 了解医患双方对医患纠纷预防与处理的态度，为有效预防和处理医患纠纷提供参考。方法 2015年1-2月，应用自编问卷，对北京市7家三级甲等医院的810名医务人员和835名门诊患者进行调查。结果 医患双方公认导致医患纠纷的主要原因包括治疗效果未达到患者的期望、医患对病情和治疗效果认识不一致、医患之间的沟通问题，认同率均＞70.0%；对于预防医患纠纷的措施，医务人员认同率较高的是完善相关法律法规（97.8%）、平衡医疗资源（97.3%）等涉及政府、社会层面的宏观措施，而患者认同率较高的是提升医务人员服务态度（92.7%）、改善医务人员沟通技巧（92.5%）等医院方面可操控的措施；在第三方调解、法律仲裁、行政调解、双方协商4种纠纷解决途径中，医务人员首选第三方调解和法律仲裁，但患方则首选双方协商和行政调解。结论 医患之间信息不对等、医疗资源分配不平衡是导致医患纠纷的重要原因；在纠纷的解决过程中，积极探索第三方调解模式，规范多元医患纠纷解决机制并完善各种处理途径之间的有效衔接。
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| 关 键 词： | 医患纠纷 医务人员 患者 预防 处理 |
| 收稿时间： | 2016-01-25 |
Cognition and attitude on medical dispute and its management among medical staffs and outpatients |
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| WU Jie, LIU Fang, HU Hui-xiu.et al, . Cognition and attitude on medical dispute and its management among medical staffs and outpatients[J]. Chinese Journal of Public Health, 2017, 33(6): 938-941. DOI: 10.11847/zgggws2017-33-06-18 |
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| Authors: | WU Jie LIU Fang HU Hui-xiu.et al |
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| Affiliation: | 1.School of Nursing, Peking University, Beijing 100191, China |
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| Abstract: | Objective To investigate the cognition and attitude on medical dispute and its management among medical staff and patients,and to provide references for efficient prevention and management of medical dispute.Methods Totally 810 medical staff and 835 outpatients were recruited from 7 first-class tertiary hospitals in Beijing and surveyed with a self-designed questionnaire between January and February 2015.Results Among both medical staff and the outpatients,more than 70% of the participants accepted that main reasons for medical dispute include the gap between therapeutic efficacy and the patients' expectation,difference in the understanding on therapeutic efficacy between medical staff and patients,and insufficient communication between medical staff and patients.Perfecting relevant laws/regulations and balancing medical service resources allocation were the two major preventive measures for medical dispute suggested by 97.8% and 97.3% of the medical staff; while promoting medical personnel to provide good medical service and improving skills of communication with patients were the two suggested by 92.7% and 92.s% of the outpatients surveyed.The medical staff considered third-party mediation and legal arbitration but the outpatients considered administrative intermediation and bilateral negotiation as the prime choices among the four routes for the management of medical dispute.Conclusion The gap in medical information access between medical staff and patients and imbalanced allocation of medical resources are important causes of medical disputes.Efforts should be made in exploring patterns for efficient third-party mediation,standardized mechanism for multiparty involved management,and efficient complementation of different management routes for the treatment of medical dispute. |
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| Keywords: | medical dispute medical staff patient prevention management |
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