肿瘤患者医患关系调查研究

Investigation on Doctor-patient Relationship of Tumor Patients

目的通过调查肿瘤患者对医疗服务的要求及发生医患纠纷和投诉的原因,促进医护人员在诊疗过程中加强与患者的沟通,规避医疗风险,减少医患矛盾和医疗纠纷。方法回顾性分析了2016年8月～2018年8月发生医疗纠纷与投诉的24例肿瘤患者资料,对产生医疗投诉和纠纷的相关原因进行探讨。结果 24例发生医患投诉和纠纷的原因主要来源于6个方面:(1)医患沟通不足;(2)服务态度不佳;(3)业务水平不足;(4)给药错误;(5)手术或治疗意外;(6)医疗费用纠纷。结论医护人员在诊疗过程中要构建良好的医患沟通,必须有热情耐心的服务、严谨客观的风险评估、精良的专业水平以及细致全面的健康指导,才能有效地减少医疗投诉及医患纠纷,建立和谐的医患关系。

Objective To investigate the requirements of tumor patients for medical services and the causes of doctorpatient disputes and complaints, so as to promote medical staff to strengthen communication with patients in the process of diagnosis and treatment, avoid medical risks, and reduce doctor-patient conflicts and medical disputes. Methods The data of 24 tumor patients with medical disputes and complaints from August 2016 to August 2018 were retrospectively analyzed, and the related causes of medical complaints and disputes were discussed. Results The causes of 24 cases of doctor-patient complaints and disputes mainly came from 6 aspects:① insufficient communication between doctors and patients;② poor service attitude;③ insufficient business level;④ wrong prescription;⑤ surgery or treatment of accidents;⑥ disputes over medical expenses. Conclusion In order to build a good doctor-patient communication in the process of diagnosis and treatment, medical staff must have enthusiastic and patient service, rigorous and objective risk assessment, excellent professional level and detailed and comprehensive health guidance, in order to effectively reduce medical complaints and doctor-patient disputes and establish a harmonious doctor-patient relationship.