基于危机管理理论的医疗纠纷沟通改善

目的：对危机管理理论支持下的医疗纠纷危机沟通对策进行探析。方法收集本院2009年10月—2010年10月发生的80件非过失性医疗纠纷事件的一般资料，对其纠纷事件的发生原因进行分析，并基于危机管理理论提出危机沟通对策，采用患者满意度及医疗质量问卷调查表对2011年12月—2012年12月和2013年2月—2014年2月沟通对策实施前后的管理控制效果进行评价。结果医疗纠纷投诉的主要原因包括医方和患方两个方面。通过危机沟通对策的实施，患者对医疗服务质量及患者满意度评分显著提升，两者差异比较具有统计学意义（P＜0.05）。结论借助危机管理理论，针对医疗纠纷事件的发生原因及特点，提出合理有效的危机沟通对策，有利于提升医疗服务质量及患者满意度，避免医疗纠纷事件的发生。

Communication of Medical Disputes Based on Crisis Management Theory

Objective To explore the strategies for the communication of medical disputes on the basis of crisis management theory.Methods General information of 80 non -negligent medical disputes between Octo-ber, 2009 and October 2010 was collected to analyze the causes of these disputes, and propose countermeasures based on crisis management crisis communication theory.A questionnaire on patient satisfaction and medical quality was conducted to evaluate the management effects before and after taking these countermeasures between December 2011 and December 2012 and between February 2013 and February 2014.Results The main reason for the medi-cal complaint includes both doctors and patients.Through the implementation of countermeasures crisis communica-tion, service quality of patient care and patient satisfaction scores significantly improved,and the difference was sta-tistically significant (P <0.05).Conclusion On the basis of crisis management theory and the causes and char-acteristics of medical disputes, reasonable and effective crisis communications measures are put forward to help im-prove the quality of care and patient satisfaction and to avoid medical malpractice.