上海市30家医疗机构协商解决医患纠纷情况调查分析

目的 了解上海市医疗机构对医患纠纷协商解决的机构设置和处理机制,为进一步完善医患纠纷解决办法提供参考.方法 采用自行设计的调查问卷,对上海市30家医疗机构进行调查.调查内容包括医疗机构处理医患纠纷的内部机构设置及人员状况、2007和2008年度医疗机构通过协商方式解决医患纠纷的数量、医疗机构对协商处理医患纠纷的认知等.结果 30家医疗机构均设置了医患纠纷处理部门,共配置工作人员63人,其中15家(50%)配备了专职工作人员.30家医疗机构在2007和2008年度通过协商方式解决的医患纠纷数量分别占88.5%和90.1%.发生纠纷时,有24家(80.0%)医疗机构愿意通过协商解决;25家(83.3%)表示为了维护社会稳定需要而采用协商解决的方式;21家(70.0%)医疗机构选择依双方妥协后意见确定赔偿数额;29家(96.7%)选择书面形式订立协议,21家(70.0%)由医疗机构拟订协议内容.结论 医疗机构设置医患纠纷处理部门对构建和谐的医患关系具有一定的现实意义,医疗机构应加强对医患纠纷协商解决的机构建设,完善处理机制.

Survey analysis of consultation settlement for medical disputes in 30 medical institutions of Shanghai

Objective To investigate the conditions of consultation settlement for medical disputes in medical institutions of Shanghai, and provide referrences for improvement of medical dispute settlement. Methods Thirty medical institutions of Shanghai were surveyed with self-designed questionnaires, which included the aspects of department setting, staff allocation, number of medical disputes with consultation settlement in 2007 and 2008 and recognition on consultation settlement for medical disputes in medical institutions. Results There were specific departments for management of medical disputes in each institution, with a total of 63 staff in all institutions and full-time staff in 15 institutions (50%). Those with consultation settlement accounted for 88.5% and 90.1% respectively of all the medical disputes in 2007 and 2008. When medical disputes arose, 24 institutions (80.0%) were willing to resolve by consultation, 25 (83.3%) adopted consultation settlement for social stability, 21 (70.0%) determined the compensation amount by compromise with patients, 29 (96.7%) concluded contracts with patients by written form, and 21 (70.0%) drafted contracts by themselves. Conclusion Harmonious relationship between medical institutions and patients is important, and medical institutions should improve the mechanism in consultation settlement for medical disputes.