| 摘要: |
| 目的 对广州地区医院患者进行调查，了解患者对目前医患关系状况的评价、对医疗危机事件发生的态度及行为选择，分析医患关系状况对医院危机管理的影响。方法 采用自设问卷进行调查和访谈。结果 55.4%的患者认为目前医患关系状况好或较好；66.0%的患者认为诊疗中的医患沟通效果较好；63.9%的患者对医患沟通状况比较满意；大多数医务人员未能主动履行告知义务；72.8%的患者对医生开药或做检查有过疑问；72.8%的患者遇到医疗纠纷会首先找院方投诉；认为诊疗过失和对事件处理不够及时最易引发医疗危机事件，56.8%的患者认为危机事件会影响其选择。结论 采取多种方式加强医患沟通，预防危机事件的发生；加强医疗服务的质量管理、建立高效的危机处理机制，提高患者满意度；重视医疗危机事件的善后管理，树立新形象。 |
| 关键词: 医患关系 医院 危机管理 |
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| Impact of Doctor-patient Relationship in Guangzhou on Hospital Crisis Management |
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| Abstract: |
Objective To investigate patients of hospitals in Guangzhou and understand the relationship between patients on the current status of patient evaluation, medical crisis occurred choice attitudes and behavior, and to analyze crisis management of doctor-patient relationship. Methods Using self-based questionnaire and interview. Results 55.4% patients think that current state of physician-patient relationship is good or better; 66.0% patients think that communication between doctors and patients in clinics is better, and 63.9% patients is relatively satisfied with communication between doctors and patients; the majority of medical staff fail to fulfill this obligation initiatively; 72.8% patients are doubt of doctors’ prescription and examination; 72.8% patients will complain to hospitals in medical disputes; 56.8% patients think that crisis events will affect their choice, because they think that the clinics on how to deal with negligence and lack of timely medicine are likely to trigger a crisis.
Conclusion A variety of ways should be adopted to strengthen the physician-patient communication and to prevent the occurrence of the crisis; the quality of medical services management be strengthen, the establishment of efficient mechanisms for crisis management be established to improve patient satisfaction; attention be paid to the medical crisis in the aftermath of the incident management to establish a new image. |
| Key words: doctor-patient relationship,hospital ,crisis management |
