患者就医现状及医患纠纷调查分析

目的以问卷调查形式了解患者对就医现状及医患关系的认知度,以期为医疗机构管理者完善医疗服务行为,构建和谐医患关系提供参考依据。方法 2009年8月-11月,采用自制问卷对6所不同医院因伤/病住院治疗终结患者进行调查,并对调查结果进行统计分析。结果大多数被调查者认为目前"看病贵",且收入水平对医疗服务的选择有影响;医患信任程度与医患沟通呈正相关;被调查者对医患纠纷的认知主要来自于媒体的报导,且认为媒体报导是公正的。结论医疗机构管理者应强化医护人员"以人为本"的理念,加强医患沟通,以防范服务性医患纠纷;政府应深化医药卫生体制改革,以解决"看病贵"问题;媒体应加大力度宣传普及医疗相关法律法规及知识,以引导人民群众尽可能正确客观看待医疗结果,摒除不切实际的医疗高期待。

Survey on Patient about the Situation of Medical Treatment and the Recognition of Medical Disputes

Objective To investigate the status of current medical treatment and doctor-patient relationship in patients with questionnaire,and give advices to medical administrators on medical disputes and risks,in order to reduce the occurrence of medical disputes and build harmonious doctor-patient relationship.Methods From October to November 2009,we used self-made questionnaire to investigate the patients who were hospitalized due to injuries or diseases.The data were analyzed statistically.Results Most of the surveyed patients cared a lot about the high cost of medical treatment.People with different incomes cared differently about the medical services.Doctor-patient trust was positively correlated with doctor-patient communication.The surveyed patients mainly got the knowledge of medical disputes from media reports,and they thought the reports about medical disputes were fair.Conclusions Hospital supervisors should enhance the spirit of "humanist" on medical services,and medical staffs should have more communications with patients and meet the needs of different patients so that medical disputes on service can be avoided.The government should strengthen the reformation of irrational rules and regulations to solve such problems as high cost of getting treated.The media should inform the public about medical-related laws and knowledge so as to guide the public to treat the medical results more objectively and give away excessively high expectations on medical treatment.