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.
引文
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