Study On The Medical Dispute Crisis Management Of Quanzhou Public Hospitals

With the booming of economy,the medical and health services in our country is developing rapidly.Due to the continuous improvement of medical technology,the health of lives and quality of life have been protected forcefully.However,the relationship between doctors and patients is still getting tighter and the conflicts between doctors and patients occurred occasionally,or even worse it is developed into the incidents of abusing and hurting doctors.There are all kinds of sources which cause the medical disputes,such as the negligence of hospital management,the malpractice or the personal qualities of medical personnel,or the problem of the patients themselves.The occurrence of medical disputes not only is the problem of "doctors" and "patients",but also reflects the deep root of the social medical welfare guarantee in the transition period,which is closely related to the vital interests of the public.How to deal with medical disputes effectively,not only protect the interests of patients and their families,but also safeguard the legitimate rights and interests of the hospital itself,has become the focus and difficulty of public hospital management.In this thesis,it mainly adopts the study methods of cases,interview,literatrue to explain and analyze the Quanzhou public hospital medical disputes management situation of in the perspective of public hospital first-line manager.They think that Quanzhou public hospital medical disputes crisis management can maintain hospital image and normal medical order and reduce the workload of medical personnel.But due to the same performance assessment,middle and high-level management personnel not be in two places at once,the harvest and pay of medical staff not in proportional,service concepts not completely transformed,there exists some problems in medical disputes management and need to improve.It is thoroughly based on the 4R model theory of crisis management,combining with the crisis life cycle theory to analyze the main measures and problems of public hospitals in Quanzhou City with the four stages of reduction,preparation,response and recovery,and proposes corresponding counter measure to each stage of the development of medical dispute events with the model as the cornerstone,such as improving the importance and supervision in reduction stage,optimizing internal management in preparation stag,responding actively strengthening cooperation with the media in response stage,realizing the danger to be an opportunity in recovery stage,attempting to establish a set of effective medical dispute responding model,hoping that feasible suggestions are given to the internal refinement management of public hospital from the microscopic point of view,continuously optimizing the process and management to avoid risks,so as to improve the management and ease the tensions effectively between doctors and patients.