主管:国家卫生健康委员会
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医护人员对医患纠纷发生原因及预防措施态度的研究

武杰 刘方 胡慧秀 尚少梅 刘海英 王志稳   

  1. 北京大学护理学院
  • 出版日期:2015-10-25 发布日期:2015-10-25

Medical staffs' attitude towards the causes and precautions of docter-patient dispute

  • Online:2015-10-25 Published:2015-10-25

摘要: 目的:调查医护人员对医患纠纷发生原因及预防措施的态度,为医患纠纷的预防和处理提供参考。方法:采用自设问卷,方便选取北京市7 家医院的353 名护士和306 名医生进行问卷调查。结果:护士和医生对医疗纠纷发生原因的认同率在医院就诊流程不合理、医护人员的服务态度问题、医护人员的责任心问题、医护人员的技术水平问题4 个条目上有统计学差异(P <0.05),但总体上均认为治疗效果没有达到患者的期望、医护人员的工作量过大、医患对病情和治疗效果认识不一致、患者对社会或其他方面不满、医患之间的沟通问题是导致医患纠纷的重要原因;对于担心的问题,除影响职称评定条目外,护士和医生对各条目的认同率无统计学差异(P >0.05),认同率>90.0% 的条目有患者纠缠影响生活和工作、影响自身对医务工作的热情、给医院带来负面影响、影响科室绩效;对于预防医患纠纷的措施,除优化看病流程缩短等待时间、新闻媒体正确引导大众2 个条目外,护士和医生对各条目的认同率无统计学差异(P >0.05),且医护整体对完善相关的法律法规、平衡医疗服务资源、优化看病流程缩短等待时间、新闻媒体正确引导大众、提升医护人员的专业技术、改善医护人员与患者的沟通技巧、提升医护人员的服务态度7 个条目认同率均> 90.0%。结论:建议通过引导大众正确看待医疗,建立对治疗的合理预期,进一步完善医患纠纷相关立法,采取综合措施降低医患纠纷的发生并妥善解决纠纷。

Abstract: Objective: To investigate the nurses and the doctors' attitude towards doctor-patient dispute. Methods: Totally 353 nurses and 306 doctors from 7 hospitals in Beijing were selected conveniently and surveyed with a self-made questionnaire.Results: The nurses' and the doctors' identification rates on the causes of doctor- patient dispute had significant differences (P<0.05) on 4 items, named unreasonable medical visit process, the medical staffs' service attitudes, medical staffs' sense of responsibility,and the medical staffs' medical skill. But they all agreed that the gap between therapeutic efficacy and the patients' expectation,overloaded medical staffs, different understandings on therapeutic efficacy between the medical staffs and the patients, patients'dissatisfaction with the society or the other issues, the communication problem between the medical staffs and the patients were important causes for doctor-patient dispute. In terms of the concerns after doctor-patient dispute, the nurses' and the doctors'identification rates had no significant differences (P>0.05) except item "negative effects on professional title evaluation". The identification rates which were more than 90.0% included disturbance of daily life and work from patients' entanglement,impairing working enthusiasm, negative effects to hospital and departments' performance. In terms of precautions to doctorpatient dispute, the nurses' and the doctors' identification rates had no significant differences (P>0.05) except 2 items, optimization medical visit process and shortening the waiting time, and positive news media orientation to the public. Furthermore, the nurses'and the doctors' identification rates on 7 items were all above 90.0%, such as improvement of the relevant laws and regulations,balance of the medical service resources, optimizing treatment process and shortening the waiting time, positive news media orientation to the public, improving the medical skill, communication skill and service attitudes of medical staff. Conclusion:Comprehensive measures, including guiding the public understand the medical process correctly, and improving relevant legislation further, could be helpful to reduce the occurrence of doctor-patient dispute and resolve them properly.