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目的调查医疗投诉原因,总结经验,减少或避免医疗纠纷的发生。方法对某医院2011和2012年纠纷的发生原因和解决途径进行统计、分析。结果医疗纠纷的发生是由于医患之间的知识差异,沟通不畅;医疗管理存在缺陷,就诊流程不完善;医务人员的责任心不强;病案管理存在安全问题等原因造成。结论加强卫生法律法规的学习,严格执行技术操作规程,不断提高医务人员的法律意识,规范病案管理,提升服务质量可防范医疗纠纷的发生。
Objective To investigate the causes of medical complaints, sum up experiences and reduce or avoid the occurrence of medical disputes. Methods To analyze and analyze the causes and solutions of the disputes in a hospital in 2011 and 2012. Results Medical disputes occurred due to differences in knowledge between doctors and patients, poor communication, deficiencies in medical management, incomplete treatment flow, lack of responsibility of medical personnel, and safety problems in case management. Conclusions Strengthen the study of laws and regulations on health, strictly enforce the technical operation rules, continuously improve the legal awareness of medical personnel, standardize the medical record management, improve service quality and prevent medical disputes from occurring.