加强医患沟通的实践与效果

Practice and effectiveness of strengthening the communication between medical staff and patients

目的缓解医患矛盾,减少医疗纠纷,促进优质服务。方法分析儿科门诊医疗投诉中存在的问题,以医患沟通为切入点,把改变观念作为培训重点,从医务人员的言行举止、服务理念以及改善诊疗环境入手,加强医患沟通,并建立沟通体系,加强服务监督,强化廉洁行医。结果改善并提升了门诊服务水平,2004年患者满意度平均为97.8%。医疗投诉及纠纷发生率下降了30%。结论加强医患沟通是调节医患关系、促进医风建设、减少医疗纠纷、提高医疗质量的重要手段。

Objective To alleviate conflicts between medical staff and patients and reduce medical disputes to improve the quality of medical service.Methods We analyzed the existing problems in the patients’ complaints in pediatric clinic.The training emphasis has been put on changing concepts to improve the communication between medical staff and patients through the change of medical staff’s behaviors,language,and service ideas and the improvement of medical environment.At the same time,we established the system of communication,strengthened the supervision of medical service,and reinforced uncorrupted medical service.Results This practice improved the quality of service in outpatient department,and the patients’ satisfaction rate was achieved to 97.8% in average in 2004.The rate of patients’ complaints decreased by 30%.Conclusions It is an important method to reinforce communication between doctor and patient in adjusting the relationship between doctors and patients,prompting construction of medical morals,reducing medical disputes and advancing the quality of medical service.