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目的:探讨运用医患友好度缓解医患关系的机制。方法:通过对医院实施“医患友好度”评价前后,整理2015年1月至2016年7月出现的医疗纠纷和投诉事件,分析其产生的原因。结果:医疗纠纷和投诉,实施前共248起,占70.4%,月平均数19.1起,按服务人次计占比为万分之3.98,实施后104起,占29.6%,月平均17.3起,按服务人次计占比为万分之3.54。关注医患友好度,降低了对医疗纠纷和投诉,其中因为服务问题引起的医疗纠纷和投诉下降比较明显。结论:提高“医患友好度”有利于促进医方对患方的人文关怀,缓解医患信任危机。
Objective: To explore the mechanism of using doctors and patients to ease the relationship between doctors and patients. Methods: The medical disputes and complaint cases occurred from January 2015 to July 2016 were analyzed before and after the evaluation of “doctor-patient friendliness” in hospitals, and the reasons for their occurrence were analyzed. Results: There were 248 medical malpractices and complaints before the implementation, accounting for 70.4% of the total. The monthly average was 19.1%, accounting for 3.98% of the attendants, 104 cases after the implementation, accounting for 29.6% and the monthly average being 17.3% People accounted for the ratio of 3.54 per thousand. Concerned about the degree of doctor-patient friendliness, reducing the medical disputes and complaints, which due to service problems caused by medical disputes and complaints more obvious decline. Conclusion: Improving “doctor-patient friendliness ” is conducive to promoting the humanistic care of patients and alleviating the crisis of doctor-patient trust.