人文沟通技能在医疗纠纷处理中的应用

Application of Humanistic Communication Skills in Medical Dispute Resolution

目的,研究医疗纠纷处理中应用人文沟通技能的效果,并对其具体内容和方法进行探讨,进而提升医疗机构整体服务水平和医疗纠纷处理能力,以减少医疗纠纷事件的发生。方法,选择2015—2017年南京医科大学附属无锡人民医院近三年的医疗纠纷事件30件,视为对照组,并对医疗纠纷处理中缺失人文沟通技能的具体表现进行分析和总结,同时选择同期同类型的医疗纠纷事件30件,视为观察组,并将人文沟通技巧应用到医疗纠纷处理中,比较两组医疗纠纷当事人的满意程度。结果,观察组医疗纠纷当事人的总满意率明显比对照组高(P<0.05)。结论,医疗纠纷处理中应用人文沟通技能的效果显著,可以有效提高医疗纠纷当事人的满意程度,进而减少医疗纠纷的发生。

Objective： studying the application effect of humanistic communication skills in medical dispute management, exploring the specifi c content and method, and improving the overall service level of medical institutions and the ability to handle medical disputes to reduce the occurrence of medical disputes. Methods： 30 cases of medical disputes were selected as control group and 30 cases of medical disputes as observation group. The humanistic communication skills were applied to the treatment of medical disputes and the satisfaction of the two groups were compared. Results： the total satisfaction rate of the observation group was signifi cantly higher than that of the control group （P 〈 0.05）. Conclusion： the application of humanistic communication skills in medical dispute resolution is eff ective. it can improve the satisfaction of the medical dispute parties and reduce the medical dispute.