口腔门诊医患纠纷原因分析及防范

Analysis and Keeping away Method of Doctor-nurse-patient Disputes in Dental Clinic

目的:找出并分析口腔门诊医疗纠纷发生的原因,制订防范措施,减少或杜绝医患纠纷的发生,提高医疗服务质量。方法:通过对我院2003年至2005年在医疗过程中发生的247例医患纠纷原因进行回顾性分析,对医患纠纷发生的时间、过程、当事人等因素进行分析,找出医患纠纷发生的原因,制定出相应的防范对策。结果:医疗纠纷发生的原因与许多因素有关,如与医疗行政管理,医疗服务质量和医务人员的职业道德,还与病人及其家属的文化素质等有关,但只要医务人员做到以病人为中心,时刻为病人着想,热情为每一位患者服务,现有的许多的医疗纠纷是可以避免的。结论:针对不同的医患纠纷采取有效的防范措施,杜绝了纠纷的发生。

Objectives： In order to improve the serve quality of dental hospital. We explore and analyze the causes of dector - nurse - patient disputes and find out countermeasures to diminish or avoid the dispute. Methods： After retrospective 247 cases happened in our dental hospital from 2003 to 2005, we analyzed the related factors, such as time, treatment process, parties which the dispute occurred, discovered the reasons and formulated the corresponding countermeasures against them. Results： The reason causing this dispute had many related factors, such as the administration management of the hospital, doctor and nurse staffs quality, the service quality, the patients and their family member＇s cultural accomplishment, ect. But so long our nursing staffs treated patients as the center, serviced them initiatively and warmly, most of the disputes could be avoided.