门诊医疗纠纷的原因探讨及分析

Discussion and analysis of the dispute reasons in outpatient medical services

目的防范门诊医疗纠纷的发生,提高患者的满意度,从而提高门诊两个效益。方法对我院门诊2006～2007年发生的92例医患纠纷的原因进行回顾性分析,找出发生纠纷的原因,作出相应的防范措施和处理对策。结果发生医疗纠纷的原因主要集中在服务态度(68例)、医疗质量(11例)、收费方面(8例)、其他(5例)等方面。结论医务人员应改变服务意识,以患者为中心,以医疗质量为核心,依法行医,规范医疗行为,加强与患者的有效沟通,切实履行告知义务,能避免绝大多数的医疗纠纷发生。

Objective To decrease medical dispute occurrence in outpatient services, enhance patient satisfaction, thus enhance the benefits of the outpatient services. Methods To make the review analysis of the dispute reasons of 92 medical trouble cases which occurred from 2006 to 2007, and find out the dispute reasons, make the corresponding preventive measures and the countermeasures. Results The medical disputes mainly focus on the service attitude （68 examples）, medical quality （ 11 examples）, charge aspects （ 8 examples）, others （5 examples） and so on. Conclusion The medical staff should change the service consciousness, take the patients as the center, take the medical quality as the core, practice medicine legally, standardize their medical behavior, enhance effective communication with the patients, fulfill the impartation duty practically, and try to avoid the overwhelming majority of the medical dispute occurring.