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目的了解患者在遭遇医疗纠纷时的应对行为,并探讨院方的处理策略。方法使用自行设计的案例调查工具(Vignette问卷),对北京市5家医院的500名患者进行问卷调查。结果患者在处理医疗纠纷时多选择向医院投诉解决,并希望得到尽快回复。在医疗纠纷中,医院“承担部分责任”的回复最令患者满意;当责任主要在医院时,患者更倾向于向法院投诉寻求解决;2个场景中选择“找家人朋友来医院讨公道”的比例不足5%,且差异不具有统计学意义(P<0.05);患者接受医院回复的原因在于医院做出的解释合理且态度诚恳。肿瘤误诊案例中,患者期望的赔偿金额高于病人摔倒骨折案例。结论医院的态度及处理方式对患者应对医疗纠纷的行为有重要影响;患者期望的赔偿金额与患者遭遇的严重程度和医院责任的比例有关。
Objective To understand the coping behavior of patients when they encounter medical disputes and explore the treatment strategies of the hospital. Methods Using a self-designed case investigation tool (Vignette questionnaire), 500 patients from 5 hospitals in Beijing were surveyed. Results In the treatment of medical disputes, patients often choose to complain to the hospital and hope to get back as soon as possible. In the medical dispute, the hospital “take some responsibility ” most satisfied with the response; when the responsibility is mainly in the hospital, patients are more likely to complain to the court to seek solutions; 2 scenes choose “find friends and family to the hospital Fair ”less than 5%, and the difference was not statistically significant (P <0.05); the reasons for patients to accept the hospital response is that the hospital made a reasonable explanation and sincerity. In cases of cancer misdiagnosis, the amount of compensation the patient expects is higher than the case of a patient falling over the fracture. Conclusion The attitude and treatment of the hospital have a significant impact on the behavior of the patients responding to the medical disputes. The amount of compensation the patients expect is related to the severity of the patients and the ratio of hospital responsibilities.