摘要
目的研究柏拉图分析法对医患纠纷的预防管理效果。方法对2015年4月至2016年3月发生在我院的医患纠纷事件进行汇总,利用柏拉图分析法找出医患纠纷事件发生的主要原因,针对主要原因进行整改,比较整改前一年和整改后一年医患纠纷的发生情况。结果柏拉图分析法分析出医患纠纷发生的主要原因是医护人员服务态度差、医护人员工作责任心不强、医患沟通障碍、医护人员基本知识和基本技能欠缺,进行整改后医护人员服务态度差、医护人员工作责任心不强、医患沟通障碍、医护人员基本知识和基本技能欠缺等事件的发生数目明显降低,差异具有统计学意义(p<0.05)。结论柏拉图分析法可以找到医患纠纷发生的主要原因,通过对医患纠纷的主要原因进行整改,可以起到良好的预防管理作用。
Objective To study the effect of Pareto analysis on the prevention and management of medical disputes. Method The medical disputes that happened in our hospital from April, 2015 to March, 2016 were summarized and analyzed by Pareto analysis to explore the main causes of the medical disputes. The medical disputes before and after the rectification were compared. Results Pareto analysis revealed that the main causes of medical disputes were the poor service attitude of medical staff, the lack of responsibility of medical staff, and the barriers of communication between doctors and patients. After rectification, the incidence of above events declined significantly（p〈0.05）. Conclusion Pareto analysis can identify the main causes of medical disputes. The rectification based on knowledge of the main causes of medical disputes can generate good effect of prevention and management.
作者
周秀娟
赖根祥
叶菊芬
ZHOU Xiu-juan;LAI Gen-xiang;YE Ju-fen(The Second People’s Hospital of Lishu)
出处
《医院管理论坛》
2018年第5期40-42,共3页
Hospital Management Forum
