基于患者公共关系管理的医患矛盾解决方法初探

Primary Research on Solutions to Doctor-Patient Contradictions Based on Public Relations Management of Patients

医患矛盾的影响因素是复杂、深远的,双方之间的矛盾亟须得到有效解决。文章基于患者公共关系管理有关理论方法,分析日益凸显的医患矛盾现状及其成因,并应用患者公共关系管理手段,不断加强医院患者公共关系管理。通过持续完善、改进患者公共关系管理标准作业,设立专业化管理部门,提升危机意识,拓展宣传服务与教育外延等一系列富有较强操作性的管理行动,能够有效地为医院日常运营创造以患者为代表的良好的外部公共关系环境,对缓和当下不断激化的医患矛盾起到了积极影响;同时也对探索建立与完善医患矛盾应对相关机制具有一定的参考意义。

The influencing factors of doctor-patient conflicts are complex and far-reaching,and the conflicts between the two sides urgently need to be effectively resolved.This article is based on the theoretical methods of patient public relations management,analyzes the increasingly prominent situation and causes of doctorpatient conflicts,and applies patient public relations management methods to continuously strengthen hospital patient public relations management.By continuously improving and improving the standard operation of patient public relations management,establishing specialized management departments,enhancing crisis awareness,expanding publicity services and educational outreach,a series of highly operational management actions can effectively create a good external public relations environment represented by patients for the daily operation of the hospital,and have a positive impact on easing the current escalating doctor-patient conflicts.At the same time,it also has certain reference significance for exploring the establishment and improvement of mechanisms for dealing with doctor-patient conflicts.