基于Augustine理论的医患危机管理研究
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摘要
基于Augustine六阶段危机管理理论建立医患危机管理模型,以T医院为例,在原有工作基础上构建了一套医患危机管理方案。通过实际应用,对医患危机管理方案的可行性和有效性进行验证。结果表明,所提出的医患危机管理方案在日常工作中能够预防医患危机,在常规状态下管理医患危机,在紧急状态下控制医患危机,以友好协商或第三方调解促成和解为主、医疗事故技术鉴定或司法诉讼为辅解决医患危机,事后查漏补缺,总结医患危机,制定整改措施,在T医院医患危机管理上取得了良好效果。
This article created a management model of doctor-patient crisis based on the classic Augustine six-stage crisis management theory. Taking T hospital as an example, a set of scheme for doctor-patient crisis management was built on the basis of previous work. The feasibility and effectiveness of this management scheme was verified through putting it into practice in several recent doctor-patient disputes. The results showed that, the management scheme of doctor-patient crisis prevented doctor-patient crisis in daily work, managed the doctor-patient crisis under normal conditions, and controlled the doctor-patient crisis in an emergency. It took friendly negotiation or third-party mediation as main approach to promote reconciliation, and medical malpractice technical appraisal or judicial litigation as a supplementary solution. After the crisis was solved, the remaining problems were identified and the event was concluded. Corrective measures were formulated afterwards. The scheme proved to be effective in managing doctor-patient crisis of T-hospital.
This article created a management model of doctor-patient crisis based on the classic Augustine six-stage crisis management theory. Taking T hospital as an example, a set of scheme for doctor-patient crisis management was built on the basis of previous work. The feasibility and effectiveness of this management scheme was verified through putting it into practice in several recent doctor-patient disputes. The results showed that, the management scheme of doctor-patient crisis prevented doctor-patient crisis in daily work, managed the doctor-patient crisis under normal conditions, and controlled the doctor-patient crisis in an emergency. It took friendly negotiation or third-party mediation as main approach to promote reconciliation, and medical malpractice technical appraisal or judicial litigation as a supplementary solution. After the crisis was solved, the remaining problems were identified and the event was concluded. Corrective measures were formulated afterwards. The scheme proved to be effective in managing doctor-patient crisis of T-hospital.
引文
1王佳,王伟,程实,等.中国医患关系危机管理体系研究[J].医学与社会,2013,26(3):20-22.
2 熊正良.对“医闹”暴力事件的思考[EB/OL].(2014-09-05)[2017-12-03 ]. http://www.qstheory.cn/laigao/2014-09/05/c_1112382203.htm.
3 宁迪,潘昶安,梅师遥.一年7万件医疗纠纷如何化解[N].中国青年报, 2014-04-08(5).
4 钟开斌,朱琴.突发公共卫生事件美国的预警与应急[N].学习时报,2003-06-23(2).
5李惠军.国内外医院危机管理比较[J].医学信息(中旬刊),2011(5):2190
6 樊丽平,赵庆华.美国、日本突发公共卫生事件应急管理体系现状及其启示[J].护理研究,2011,25(7):569-571.
7 叶传禹,周媛.基于危机管理理论的医疗纠纷沟通改善[J].解放军医院管理杂志,2016,23(6):513-515.
8 江金燕,陈君霞.危机管理在医疗纠纷防范中的作用探讨[J].医院管理论坛,2015,32(9):15-16,54.
9 曹向阳,司春阳,赵恺.运用危机管理处理医疗纠纷[J].中医药管理杂志,2013,21(2):128-130.
10 朱川,金宏伟,王国威.基于危机管理的医疗纠纷应对机制研究[J].重庆医学,2012,41(31):3341-3342.
11 AugustineNR.北京新华信商业风险管理有限责任公司(译).危机管理[M].北京:中国人民大学出版社, 2001.
12 中国医院协会.医疗纠纷处理程序(试行)[J].中国社区医学,2009,15(1):16-20.
2 熊正良.对“医闹”暴力事件的思考[EB/OL].(2014-09-05)[2017-12-03 ]. http://www.qstheory.cn/laigao/2014-09/05/c_1112382203.htm.
3 宁迪,潘昶安,梅师遥.一年7万件医疗纠纷如何化解[N].中国青年报, 2014-04-08(5).
4 钟开斌,朱琴.突发公共卫生事件美国的预警与应急[N].学习时报,2003-06-23(2).
5李惠军.国内外医院危机管理比较[J].医学信息(中旬刊),2011(5):2190
6 樊丽平,赵庆华.美国、日本突发公共卫生事件应急管理体系现状及其启示[J].护理研究,2011,25(7):569-571.
7 叶传禹,周媛.基于危机管理理论的医疗纠纷沟通改善[J].解放军医院管理杂志,2016,23(6):513-515.
8 江金燕,陈君霞.危机管理在医疗纠纷防范中的作用探讨[J].医院管理论坛,2015,32(9):15-16,54.
9 曹向阳,司春阳,赵恺.运用危机管理处理医疗纠纷[J].中医药管理杂志,2013,21(2):128-130.
10 朱川,金宏伟,王国威.基于危机管理的医疗纠纷应对机制研究[J].重庆医学,2012,41(31):3341-3342.
11 AugustineNR.北京新华信商业风险管理有限责任公司(译).危机管理[M].北京:中国人民大学出版社, 2001.
12 中国医院协会.医疗纠纷处理程序(试行)[J].中国社区医学,2009,15(1):16-20.