摘要
目的分析泰州市人民医院急诊科全年发生的医疗纠纷，探讨精细化管理策略。方法对2015年发生的医疗纠纷进行回顾总结，查阅相关文献，采用头脑风暴法和鱼骨图分析医疗纠纷发生的原因，针对根因在2016年展开相应的精细化管理，对比实施前后1年本院急诊科医疗纠纷的发生率，比较我科62名急诊医护人员在实施精细化管理前后焦虑抑郁评分情况，同时随机调查2015年、2016年两个阶段各60例患者对急诊的服务满意度。结果2016年在实施医疗纠纷精细化管理后急诊医疗纠纷发生百分率明显低于2015年，差异有统计学意义（P〈0．05）；比较实施精细化管理前后急诊医护人员SAS和SDS评分明显降低，差异有统计学意义（P〈0．05）；同时在随机调查的结果中了解到，2016年患者对急诊技术满意度及服务满意度均高于2015年，差异有统计学意义（P〈0．01）。结论在充分了解急诊医疗纠纷的原因后，制订并落实相应的精细化管理策略，可有效防范急诊医疗纠纷，提高急诊医护人员的职业满意度及急诊患者服务满意度。
Objective To analyze the medical disputes occurred in the emergency department of our hospital, and discuss the fine management strategy. Methods The medical disputes occurred in 2015 were reviewed. We reviewed the related literature and analyzed the causes of medical disputes by brainstorming and fishbone diagrams. For the root causes, in 2016 to carry out the corresponding fine management. To compare the incidence of medical disputes in emergency department of our hospital before and after the implementation of 1 ＇years, and compare the anxiety and depression scores of 62 emergency medical staff before and after the implementation of fine management. At the same time, satisfaction of emergency services for 60 patients were randomly investigated in 2015 and 2016. Results In 2016, after the implementation of fine management of medical disputes, the percentage of emergency medical disputes was significantly lower than in 2015, and the difference was statistically significant （P 〈 0. 05 ） . Before and after the implementation 6f fine management, the SAS and SDS scores of emergency medical staff were significantly reduced, and the difference was statistically significant （P 〈 0. 05 ） . At the same time, in the results of random survey, we found that in 2016, the satisfaction rate of patients with emergency technology and service were higher than that in the year of 2015, and the difference was statistically significant （ P 〈0. O1 ） . Conclusion After fully understanding the causes of emergency medical disputes, the formulation and implementation of the appropriate management strategy can effectively prevent emergency medical disputes, improve the professional and the service satisfaction of emergency medical staff.
出处
《中华急诊医学杂志》
CAS
CSCD
北大核心
2017年第10期1205-1208,共4页
Chinese Journal of Emergency Medicine
关键词
精细化管理
急诊医疗纠纷
Fine management
Emergency medical dispute
