基于PDCA管理工具调整医患沟通策略对医疗纠纷风险的成效研究

Research on the Effect of Adjusting Doctor-patient Communication Strategy on Medical Dispute Risk Based on PDCA Management Tools

目的基于PDCA(Plan Do Check Action)管理工具,通过调整医患沟通策略,降低医疗纠纷风险。方法选取2019年1月—2020年6月期间的投诉登记数据作为对照组(PDCA循环前),2020年7月—2021年12月期间的投诉登记数据作为干预组(PDCA循环后),通过提高医务人员依法执业和义务履行能力、完善医患沟通制度和流程设计、强化医疗质量监管和风险防控体系等措施,进行为期18个月的持续干预。对比两组纠纷投诉案件数量。结果干预组纠纷投诉案件数量较对照组下降,差异有统计学意义(P<0.05)。结论利用PDCA管理工具探索院内医疗风险主要因素并进行持续改进的措施,改善医患沟通策略与流程,使医疗管理措施与医院发展和政策背景相适应,能够有效降低医疗纠纷风险,改善医患关系。

Objective To reduce the risk of medical disputes by adjusting doctor-patient communication strategies based on PDCA(Plan Do Check Action)management tools.Methods Selected complaint registration data from January 2019 to June 2020 were used as the control group(before PDCA cycle),and the complaint registration data from July 2020 to December 2021 as intervention group(post-PDCA cycle).The 18-month continuous intervention was carried out through measures such as improving the ability of medical staff to practice according to law and fulfilling their obligations,improving the doctor-patient communication system and process design,and strengthening the medical quality supervision and risk prevention and control system.Compared the number of disputes and complaints between the two groups.Results The number of disputes and complaints in the intervention group was lower than that in the control group,and the difference was statistically significant(P<0.05).Conclusion The use of PDCA management tools to explore the main factors of hospital medical risks and carry out continuous improvement measures,improve doctor-patient communication strategies and procedures,and make medical management measures adapt to hospital development and policy background,can effectively reduce the risk of medical disputes and improve doctor-patient relation.