医疗机构医患沟通管理体系的构建与管理实践探索

Construction and practice of doctor-patient communication management system in a medical institution

在《基本医疗卫生与健康促进法》《民法典》等法律法规实施背景下,为提升医疗安全管理水平,保障患者知情同意权,促进医患之间有效沟通,四川大学华西医院致力于构建和完善医患沟通管理体系的实践探索,开展了明确管理架构,制定规章制度;分层分类进行医患沟通能力培训;规范化使用和管理知情同意书,强化医务人员在诊疗活动过程中对疾病诊断、治疗方案、医疗风险、替代医疗方案、治疗费用等的告知义务,保障患者知情同意权;拟定各类特殊情形下的医患沟通流程;建立专用谈话室,运用信息技术予以保障;开展医患沟通问题分析,不断持续改进等一系列举措。实施以来,院内医患沟通规范化水平显著提高,有效保障了患者知情同意权,为构建医患和谐关系奠定了坚实基础。

In response to the implementation of laws and regulations such as the Law of the People's Republic of China on the Promotion of Basic Medical and Health Care and the Civil Code of the People's Republic of China,the West China Hospital of Sichuan University has established and optimized its doctor-patient communication management system to increase the hospital’s patient safety management,protect patients'right to informed consent,and promote effective communication between doctors and patients.For this purpose,the hospital has designed and adopted a series of strategies and measures including:clearly-defined management framework,policies,rules,and regulations;hierarchical and classified training on doctor-patient communication;standardized use and management of informed consent forms,which helps to strengthen the obligation of medical staff in informing disease diagnoses,treatment plans,medical risks,alternative treatment options,treatment costs and protect patients'right to informed consent;specific doctor-patient communication procedures for various clinical situations;special conversation room equipped with sophisticated information technology;and meetings on doctor-patient communication problems to achieve continuous improvements.The implementation of this new management system has dramatically improved doctor-patient communication in the hospital and effectively protected patients’right to informed consent,which laid a solid foundation for the harmonious relationship between doctors and patients.