医务人员对患者投诉的认知程度及对策

Medical staff on the extent of cognitive in patients with complaints and countermeasures

目的了解医务人员在处理医患关系中对患者投诉的认知情况,分析其认知程度及其态度、行为,从医务人员的角度出发,提出防范和处理患者投诉的对策。方法对5所医院共220名医务人员随机进行调查访谈,收集资料并进行统计分析。结果调查显示,医患沟通不够、医院投诉管理机制不完善,医务人员处理医患关系时的行为态度与主观心理之差异,以及患者对就医行为的认知不足等,是影响医务人员正确处理患者投诉的主要因素。结论政府应加强公众的素质教育,提高患者对就医行为的认知;医务人员应加强与患者间的沟通,纠正消极心态,增进互信,改善医患关系。医院应通过改善就医环境,建立并完善投诉管理机制,做好防范机制,妥善解决患者投诉。

Objective To know the medical staff of physician-patient relationship in the treatment of patients with cognitive complaints and to analyze the extent of their knowledge and their attitude, behavior, medical personnel from the point of view, the prevention and treatment strategies in patients with complaints. Methods A total of five hospital medical staff of 220 interviews were carried out to investigate, collect information and statistical analysis. Results The results showed that physician- patient communication, inadequate hospital complaints management system, medical personnel in dealing with acts of physician- patient relationship on attitudes and psychological differences and the lack of recognition of patients as a medical treatment that af- fects patients with medical staff deal with complaints of right main factors. Conclusion Government should increase the quality of public education, to improve treatment of patients with cognitive behavior; medical personnel should be strengthened communi- cation between the patient and correcting the negative attitude, increase mutual trust and improve the physician-patient relation- ship. Hospital for medical treatment should be adopted to improve the environment, set up and perfect the management mecha- nism of the complaints, do a good job in guarding against a mechanism to properly resolve complaints of patients.