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目的:探讨ICU医患纠纷的原因及应对策略。方法:回顾性2009年1月至2011年8月我科医患纠纷12例的资料。结果:医患纠纷的原因有服务意识不强、操作失误、沟通能力不足、法律意识淡薄、从其他科室带入、医疗费用、治疗方法,通过针对性的有效处理,绝大部分纠纷在病区内自行调解。结论:改善服务态度,提高技术水平,加强医患沟通,提高医护人员法律意识,强化法制观念,规范收费、提供一日清单是减少医患纠纷的关键。
Objective: To discuss the reason and countermeasure of doctor-patient dispute in ICU. Methods: The retrospective data from January 2009 to August 2011 of 12 cases of disputes between our doctor and patient were collected. Results: The causes of doctor-patient dispute were not strong sense of service, mistakes in operation, lack of communication skills, weak legal consciousness, brought in from other departments, medical expenses, treatment methods, through targeted and effective treatment, most of the disputes in the ward Within their own mediation. Conclusion: Improving service attitude, improving technical level, strengthening communication between doctors and patients, raising legal awareness of medical staff, strengthening the concept of legal system, regulating fees and providing a one-day checklist are the keys to reducing the disputes between doctors and patients.