浅谈门诊妇科医护患纠纷的危机管理及防范措施

Discussion on outpatient gynecologic medical disputes of crisis management and preventive measures

目的:探讨门诊妇科医护患纠纷的危机管理。方法:统计门诊妇科医护患纠纷发生率,针对其医护患纠纷的原因,进行分析,找出危机根源,制定处理对策及防范措施。结果:通过强化全体医务人员的危机意识,认真学习危机管理知识,适时转变观念,及时消除隐患,使纠纷率逐年下降。结论:加强法律知识的学习,加强医护人员与患者的沟通和信任,加强服务态度,提高服务质量是保障门诊妇科工作有良好信誉及和谐医护患关系的关键。

Objective To investigate the outpatient gynecologic medical disputes in crisis management. Method Statistical medical disputes occurring rate of outpatient gynecologic. The causes of medical disputes were analyzed in order to find out the root causes of the crisis and develop countermeasures and preventive measures. Results The dispute rate decreased year by year by strengthening the awareness of the entire medical staff crisis and studying of crisis management knowledge. Conclusion The keys which guaranteed a good reputation and harmonious medical patient relationship are the improvement of the learning of the law knowledge ,the improvement of service quality and attitude ,the strength of communication and trust between the medical staff and patients.