医患关系相关患者投诉的质性研究

Qualitative Study on the Patient Complaints Related to Relationship Problems

通过对北京市某三甲医院2022年6月至2023年12月受理的“接诉即办”转办的医患关系相关患者投诉文本进行扎根理论编码分析,归纳得到投诉问题主要分为“尊重患者及患者权利”“交流沟通”和“倾听”三大类,具体包括“尊重患者”“尊重患者权利”“负向沟通”“解释沟通不到位”“不予解释沟通”“忽视”“倾听不足”等方面。医患关系相关患者投诉问题原因主要是:医务人员沟通不足导致患者“尊重”体验差、医务人员有效倾听不足导致患者“忽视”感受强烈、系统因素及个体因素共同作用导致“负向沟通”。

Based on a grounded theory coding analysis of patient complaints texts regarding the doctor-patient relationship problems transferred via the"swift response to public complaints"from June 2022 to December 2023 received by a Grade-A hospital in Beijing,the complaint issues can be categorized into three main categories:"respect for patients and their rights","communication",and"listening".Specific issues included"lack of respect for patients","insufficient respect for patient autonomy","negative communication","inadequate explanation","refusal to communicate","neglect",and"insufficient listening".The reasons behind patient complaints related to doctor-patient relationship were primarily evident in the inadequate communication by medical personnel,resulting in patients feeling disrespected,ineffective listening by medical staff intensifying patients'sense of"neglect",and the combined impact of systemic and individual factors leading to"negative communication".