门诊科室分诊处医患矛盾起因的特征分析

摘要

Objective To analyze the contradictions between medical and patient in triage section and improve service quality of outpatient.Method From Oct 2008 to Oct 2010, in one large hospital triage section,176contradictions between medical and patient were observed and the causes.medical information of the patients were analyzed.Results ①The age of the contradiction patients was 21 - 79( 49.66 ± 13.63 )years; the difference in age, sex, area, times to the hospital were not significant.②In 176 cases of contradictions.83 cases were from hospital, 61 cases from the medical staff, 32 cases from patients.which were significantly different ( P＜0.05 ).Conclusion Contradictions between medical and patient are correlated with age, expense, most of them are derived from hospital or medical causes.the other are patients oriented.%目的 分析门诊科室分诊处医患矛盾,为改善门诊医疗服务提供参考.方法 分析2008年10月至2010年10月某三级甲等医院分诊处发生的176例医患矛盾,观察患者的年龄、性别、地域、费用、就诊情况等特征,探讨矛盾起因.结果 ①发生纠纷的患者年龄为21～79(49.66±13.63)岁,患者性别、常住地、就诊次数、就诊科室之间的差异无统计学意义.②分诊处医患矛盾的起因中,医院起因83例,医务人员原因61例,患者起因32例,三组间差别有统计学意义(F=4.53,P＜0.05).结论 医患矛盾与患者的年龄、经济状况等有关,其起因多为医院和医务人员因素,患者起因者并不少见.