上海市37所医疗机构和124位患者医患双方协商解决纠纷现状调查分析

Survey and analysis on consultation settlement of 124 doctor-patient disputes in 37 medical institutes in Shangha

目的:对上海市医疗机构协商解决医患纠纷的现状进行调查,了解医患双方对协商解决医患纠纷方式的认知、选择意愿,协商解决方式的利弊等,发现存在的不足,提出完善这一机制的措施和建议,为卫生行政主管部门制定政策提供决策依据。方法:采用自行设计的调查问卷,对上海市4个区37家医疗机构和124名患者进行调查。结果:37家医疗机构均设置了医患纠纷处理部门,在2007年和2008年度通过协商方式解决的医患纠纷数量分别占89.5%和90.1%;医患双方大多倾向于通过协商方式解决纠纷;30家医疗机构表示为了维护社会稳定需要而采用协商解决的方式;23家医疗机构认为协商处理医患纠纷过程中患方存在无理要求;62.1%的患者选择协商解决医患纠纷,41.1%患者选择理由主要为省时便利;患者方认为协商处理医患纠纷的弊端主要有信息不对称、可能被蒙蔽。结论:当前医疗纠纷解决的主要方式还是协商解决,应加强对医患纠纷协商解决的机构建设,完善处理机制。

Objectives：Survey the current situation of doctor-patient dispute consultation settlement in medical institutions of Shanghai,understand the acknowledge and willingness of choosing consultation settlement from both sides and the pros and cons of the settlement and so on.Discover existing deficiency and provide suggestions and measures for further improvement of this mechanism.Offer decision basis for the policy making of health administration department.Methods：Survey 37 medical institutions and 124 patients within four districts of Shanghai with self-designed questionnaire.Results：All 37 institutions have established doctor-patient dispute consultation settlement departments.In 2007 and 2008,the percentage of doctor-patient disputes settled by consultation is 89.5% and 90.1% respectively.Most doctors and patients are inclined to solve disputes by consultation.30 medical institutions indicate that they adopt the consultation settlement due to social stability concern.23 institutions feel that patients raise unreasonable demand in dispute settlement process.62.1% of patients chose to settle dispute with hospitals by consultation,among which 41.1% made the decision for the reason of time-saving and convenience.Patients indicate the main drawbacks of dispute consultation settlement are information asymmetry and the possibility of being blindfolded.Conclusions：The main handing method for doctor-patient disputes is consultation settlement at the present time.Effort should be paid to the construction of doctor-patient dispute consultation settlement system and the improvement of the settlement mechanism.