The Investigation And Countermeasure Research Of Doctor-patient Dispute In LYDF Hospital

Since the1990s, patient safety become a global public health problem.In foreign countries,due to the more developed medical security system, the more perfect medical risk sharing mechanism,advanced medical operation mode, and comprehensive medical management experience,the doctor-patient relationship is more harmonious and stable on the whole. While in China, with the development of market economy, the deepening medical reform, the improvement of people’s living standard, changes in disease spectrum and the extension of human life,the contradiction of the masses’ health needs between the medical limitations, uncertainty and high risk is increasingly outstanding. Coupled with the change of social morality, diversification of value orientation, enhancement of people’s self-protection consciousness, rampancy of "medical disturbance," and excessive attention of the news media, the doctor-patient relationship is increasingly tense and medical dispute take place frequently,which has become a hot social, judicial difficulties, medical institutions and other administrative departments focus.By the summary and analysis of239cases of medical dispute occurred through2008to2011in LYDF hospital,we get the distribution regularity, that the disputes occured mainly in the wards and emergency, and surgery patients, old patients, dead patients were the dispute-prone population.Reasons of medical dispute relate to doctors, patients and social factors.Doctors may not implement the doctor-patient communication and the core system in place,haven’t enough awareness,analysis,evaluation,treatment and experience of the disease,lack responsibility,have poor service attitude and art.There may be gaps between various departments,and service department work may not reach the designated position. Patient factors mainly manifest in the lack of medical knowledge, high efficacy expectations, economic reasons,the self-protection awareness, unbearable illnesses, special physical.Social factors are mainly embodied in the social unhealthy tendency induction, product quality problems,improper activities of patients which not prescribed by doctors,health insurance policy restrictions,and transfer of risk. In three factors,the medical side is still a major factor in disputes, followed by patient factors, and finally the social factors, social factors play a role in fueling the dispute.Using quality control theory, crisis management theory,and customer satisfaction theory, aiming at the deficiency in the hospital work, we get countermeasures to prevent medical disputes from microcosmic level:Hospitals should be through the implementation of a comprehensive quality management,establishing customer satisfaction as the core of the quality management,optimization of services process,strengthening the doctor-patient communication,mobilization of the workers’enthusiasm,implementation of the clinical pathway,improvement of the technical level, implementation of continuous quality improvement,strengthening crisis management,to improve hospital quality,make safety management to be scientific and meticulous,constantly improve the business quality, business skills, cultural knowledge and risk consciousness of medical personnel,prevent or reduce medical disputes,provide the people with high-quality, efficient, safe,convenient health services.The research has a strong guiding role to strengthen the internal management of the hospital, and also has some reference value to other hospitals.