剖析医疗纠纷提高医疗服务质量管理水平

目的 探讨影响医疗质量的因素和提高医疗质量的方法。方法 对2000年至2005年度医疗纠纷来访总量和分类情况进行统计和分析。结果 患者的维权意识不断增强;社会对医疗服务的要求不断提高;医务人员的法律意识及自我保护意识相对滞后;患者对医生在医疗活动中发挥的作用期望较高,但却忽略了医疗活动的高风险;医患间存在的最大障碍是相互沟通不够;当医务人员认清了医疗活动也是服务活动后,其价值逐渐被社会认可。结论 医务人员要增强法律意识,提高执业能力;医务人员要重视与患者的沟通,眼中不能只有“病”,更要有“人”,在医疗活动中强调“以人为本”;医务人员要强化医疗风险的防范意识,认真讨论风险防范和处理预案,不断提高医疗质量。

To analyze medical disputes for improving the quality of medical service and management

Purpose To study the factors influencing the medical quality and the way to improve it. Methods We statistically analyzed the amount and classification of medical disputes from 2000 to 2005. Results With the increasing consciousness of patients regarding "maintaining - the - rights" and higher level demand of society on medical service, our medical staffs do not meet the changes as far as the awareness of law and self - protecting are concerned. Patients expect slightly high out of medical activities without knowing the high risks these activities supposed to contain. The biggest obstacle between patients and doctors is lacking enough communications. Only when medical staffs make it clear that medical activities are also service activities, their values should be recognized by the society hence. Conclusions We medical staffs should enhance our professional skills as well as the awareness of law. We should pay more attention on communications with patients, that is, we care about not only "diseases" but also "patients". "Patients -oriented" is important in medical practicing. We should strengthen the crisis precautions system and consequently improve the medical quality.