摘要
从COVID-19疫情爆发初期到目前疫情常态化管理,医疗机构发挥了重要作用,但仍有患者对公立医院或医务人员进行投诉,其中涉及与疫情相关的事件,这些投诉事件也反映出疫情期间医患关系的所处状态。本文通过分析疫情防控常态化管理中公立医院与疫情相关的投诉事件,剖析出疫情防控政策的变化、就医流程的变化、居民就诊需求的变化、信息不对称以及医务人员工作内容的变化均是该类投诉事件产生的原因,从政府相关管理部门、公立医院以及社会媒体等方面提出缓解公立医院在疫情防控常态化管理中医患关系的意见建议。
From the early days of the COVID-19 outbreak to the current regular epidemic prevention and control,medical institutions have played an important role,but there are still patients complaining to public hospitals or medical personnel about events related to the epidemic.The complaints reflect the condition of doctor-patient relationship during the epidemic.Through analyzing the complaints to the hospital related to the epidemic during the regular epidemic prevention and control,it was found that the change of epidemic prevention and control policies,change of visit procedures,change of patients’needs,information asymmetry and changes in the work content of medical staff were the reasons of those complaints.Suggestions were put forward for government departments,public hospitals and social media to alleviate the doctor-patient relationship in the regular epidemic prevention and control.
作者
安妮
吴峰华
周肖燕
张莹
王礼泉
AN Ni;WU Feng-hua;ZHOU Xiao-yan;ZHANG Ying;WANG Li-quan(The Second Affiliated Hospital of Soochow University)
出处
《医院管理论坛》
2021年第9期28-31,共4页
Hospital Management Forum
基金
国家社会科学基金项目,编号:19BSH068
江苏省医院管理协会医院管理创新研究立项课题,编号:JSYGY-3-2020-86
苏州市科协软科学研究课题,编号:33。
关键词
疫情防控常态化
公立医院
投诉事件
医患关系
影响因素
Regular epidemic prevention and control
Public hospital
Complaints
Doctor-patient relationship
Influencing factors
