| 朱真伟,朱 逸.中晚期肿瘤患者医患关系影响因素分析及对策[J].中国肿瘤,2022,31(9):728-731. |
| 中晚期肿瘤患者医患关系影响因素分析及对策 |
| Analysis on the Influencing Factors of Doctor-Patient Relationship in Patients with Advanced Cancer and Its Countermeasures |
| 投稿时间：2022-06-17 |
| DOI：10.11735/j.issn.1004-0242.2022.09.A008 |
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| 中文关键词: 医患关系 医患沟通 医疗纠纷 投诉 防范对策 肿瘤医院 |
| 英文关键词:doctor-patient relationship doctor-patient communication medical dispute complaint preventive countermeasure cancer hospital |
| 基金项目:甘肃省青年科学基金（21R1RA155）；兰州大学第二医院萃英科技创新计划（2020QN-12） |
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| 中文摘要: |
| 摘 要：［目的］零投诉是医院高质量发展的目标。通过对浙江省肿瘤医院2020年1月至2021年1月的医疗负性事件（包括但不仅限于投诉和纠纷）进行分析总结，以达到提高服务质量、强化管理水平，构建和谐医患关系的目的。［方法］ 通过回顾病案，与有关服务部门、经治医生、患者或者家属访谈，总结医疗负性事件发生原因。［结果］ 2020年1月至2021年1月共有25例中晚期肿瘤患者发生医疗负性事件，发生的主要原因有医患沟通不畅（14例）、服务态度不佳（4例）、就诊流程繁琐（3例）、业务能力较弱（1例）、诊疗费用纠纷（2例）、手术或治疗意外（1例）等。以上经院内调解和改进管理方式等均得到解决。［结论］ 应加强医患沟通的技能管理，落实服务意识的全面提升，进一步完善就诊流程，加强业务能力提升，强化诊疗费用的评估和沟通，规范落实术前谈话制度，从各层面改善服务，实现整体优化。 |
| 英文摘要: |
| Abstract： ［Purpose］ To analyze the causes and influencing factors of medical dispute related to patients with middle-advanced stage cancer. ［Methods］ The causes and influencing factors of negative medical events were analyzed by reviewing medical records and interviewing with relevant service departments， doctors， patients or family members. ［Results］ Between January 2020 and January 2021， 25 cases of medical disputes related to middle-advanced stage cancer patients occurred in Zhejiang Cancer Hospital. The causes of medical disputers were poor doctor-patient communication(14 cases)， poor service attitude(4 cases)， cumbersome medical procedures(3 cases)， low medical capability(1 case)， medical service charges(2 cases)， and surgery or treatment accident(1 case). All the medical negative events were solved by hospital mediation and improving management. ［Conclusion］ The study suggests that it is necessary to strengthen the hospital mana-gement and to improve doctor-patients relationship， so that to realize the goal of zero complain. |
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