影响医患关系的管理因素及对策研究

Study on the management factors and coantermeasures for doctor-patient elationship

通过对2007年至2008年北京市8家卫生行政部门、16家二级或三级医院及20个社区医院关于医患关系的问卷调查结果分析，结果显示医患关系总体是和谐的，只是在局部存在着不和谐。对影响医患关系的管理因素分析，认为医患关系的不和谐因素主要表现为政府监管乏力不利于医患信任关系的建立，医疗卫生资源配置不合理、医院服务流程不完善导致看病难，细节服务精神的相对缺失影响医院服务质量的提升。提出完善医院的监管与评价机制以促进公立医院改革，打造卫生服务新格局促进基层卫生服务加快发展，加强软硬件设施建设以提升医疗服务质量，为构建和谐医患关系的管理对策。

A questionnaire investigation was made during 2007 and 2008 on doctor-patient relationship in Beijing, to eight healthcare administration authorities, 16 secondary or tertiary hospitals and 20 community hospitals in Beijing. In the study, this relationship is found to be harmonious in general, given minor inharmonious events found in some places. Analysis of the management factors found the most distinct factors to worsen the relationship as ineffective government regulations to build a desirable relationship, unreasonable deployment of healthcare resources, and poor service processes in hospitals to result in hardness of seeing doctors, as well as lack of in-detail service awareness to affect the quality of care in hospitals. The author proposed to improve the regulatory and assessment mechanism of hospitals to speed up reforms in public hospitals; build a new pattern in healthcare services to speed up the development of grassroot healthcare service; pick up pace of software and hardware infrastructure to raise quality of care, in an effort to build a better doctor-patient relationship.