医疗纠纷投诉原因的调查分析

Investigation and Analysis of the Causes of the Medical Dispute Complaint

目的调查医疗投诉原因,总结经验,减少或避免医疗纠纷的发生。方法对某医院2011和2012年纠纷的发生原因和解决途径进行统计、分析。结果医疗纠纷的发生是由于医患之间的知识差异,沟通不畅;医疗管理存在缺陷,就诊流程不完善;医务人员的责任心不强;病案管理存在安全问题等原因造成。结论加强卫生法律法规的学习,严格执行技术操作规程,不断提高医务人员的法律意识,规范病案管理,提升服务质量可防范医疗纠纷的发生。

Objective To investigate medical complaint causes, summarise experiences, reduce or avoid the occurrence of medical disputes. Methods Analyzing the occurrence reason of disputes and their solutions. Results The occurrence of medical disputes is due to the knowledge of differences between the doctor and patient; The defect of medical management, imperfect process; Medical staff＇ s sense of responsibility is not strong; Medical record management security problems. Conclusion Managers should strengthen the study of health laws and regulations, strict enforce technical operation procedures, improve the legal consciousness of medical staff, standardize the medical record management, improve service quality to prevent the oceurrence of medical disputes.