摘要
目的探讨2012—2014年某三级甲等综合医院医疗纠纷发生的主要原因,并提出相应措施,以减少医疗纠纷发生,提升医疗服务质量。方法对2012—2014年发生的336例医疗纠纷投诉进行回顾分析,并运用帕累托分析法将纠纷原因进行分析。结果医疗技术、医患沟通和病人期望值是影响医疗纠纷发生的主要原因,医保政策和不良事件是次要原因,并发症和意外事件是一般因素。结论医院应提升医疗技术,持续改进医疗服务质量,同时应强化医患沟通,并合理控制病人期望值,以减少医疗纠纷的发生,保证医疗安全和质量。
Objective To investigate the main reasons of medical disputes happened in year 2012—2014at a tertiary general hospital,put forward corresponding countermeasures to decrease the disputes and improve quality of medical service. Methods A retrospective analysis was done in 336 cases of medical-dispute complains happened in 2012—2014.The dispute reasons were analyzed using the Pareto theory. Results Medical technique,obstacle of doctor-patient communication and value of patient expectation were the main reason of the dispute,followed by medical insurance policy and adverse events.Complications and accidents were general factors. Conclusion Improving medical technologies,quality of medical service,doctor-patient communication,and reasonably control patient-expectancy value are needed so as to reduce the occurrence of medical disputes,ensure medical security and quality.
出处
《齐鲁医学杂志》
2015年第5期611-612,615,共3页
Medical Journal of Qilu
关键词
医疗纠纷
影响因素分析
策略
实验性
medical disputes
root cause analysis
games
experimental
