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近年来,医疗领域内医患关系出现了一些问题和紧张的状况,不仅表现在医疗投诉的不断增长,甚至出现了伤医事件,影响了医疗秩序的正常运转和医患关系的和谐。本文结合新时期医疗投诉的特点,从分析国家公共政策下体系建设的社会问题、医疗卫生事业发展的制度化和管理化问题、投诉渠道的多元化问题入手,针对患者对医疗信息认知的不对称、医生缺乏沟通技巧、患者对医疗事故技术鉴定不信任等现状,提出在医疗投诉处置工作中转变思维方式,即健全制度,畅通渠道,做好预警机制,从源头上控制初信初访,建立医疗纠纷第三方人民调解和医疗责任保险制度,对因贫致病、因病致贫的弱势患者,实施应急救助,从而做好医疗投诉处置工作,防止群访等事件发生。
In recent years, there have been some problems and tensions in the doctor-patient relationship in the medical field. This is not only reflected in the continuous increase in medical complaints but also the occurrence of injuries and injuries, affecting the normal operation of the medical order and the harmony between doctors and patients. Based on the analysis of the characteristics of medical complaints in the new era, this paper analyzes the social problems of system construction under the national public policy, the institutionalization and management of the development of medical and health services and the diversification of complaint channels. Symmetry, the lack of communication skills of doctors, patients do not trust the technical appraisal of medical incidents status quo, proposed in the medical complaint handling work to change the way of thinking, that is, improve the system, smooth channels, early warning mechanism, The third party mediation and medical liability insurance system for medical disputes should be set up to provide emergency relief to disadvantaged patients who are sick due to poverty and poor health, so as to handle medical complaint handling and prevent group visits and other incidents.