医院门诊科室医患纠纷的原因与对策

Causes and Countermeasures of Contradictions between Medical Staff and Patients in Clinic

目的分析门诊科室医患纠纷的原因及其对策,以期为提升门诊服务质量提供参考。方法回顾2009年3月至2010年10月解放军总医院门诊内外科发生的176起医患纠纷,分析纠纷的起因、处理方法与结果。结果 176例医患纠纷中,医院、医护人员、患者三方原因的构成比分别为47.2%、34.7%和18.2%。纠纷得到全部或部分解决者共139例(79.0%),有37例(21.0%)未能解决;继续诊治者有121例(68.8%),离去者28例(15.9%),退号及投诉者27例(15.3%)。不同原因的纠纷及患者去向的差异有统计学意义(P<0.05)。患者去向与其性别、常住地、解决结果呈正相关,而与年龄、就诊次数呈负相关(P均<0.05)。结论医患纠纷涉及多个环节,医院和医护人员在纠纷的起因和解决中占主导地位。

Objective To analyze the contradictions between medical staff and patients in clinic,and to study on the countermeasures so as to improve clinic service quality.Methods From March 2009 to October 2010,176 cases of contradictions between medical staff and patients in the medical and surgical departments of General Hospital of PLA were analyzed for their causes and results.Results Of 176 cases of contradictions,47.2% were derived from hospital,while 34.7% and 18.2% were from medical staff and patients,respectively.Totally 139 cases of 176 contradictions were completely or partly solved,leaving 37 cases（19.0%）unsolved.A total of 121 patients continued to receive medical treatment,while 28 cases（15.9%）quitted.The differences in patient＇s trend were significantly correlated with causes of their contradictions（P0.05）.The trend of the patients was correlated positively with sex,address,result of contradictions,while negatively with age and times of clinic service（P0.05）.Conclusion Contradictions between medical and patient are related to many elements.Hospital and medical staff take predominance in the causes and results of the contradictions.