摘要
目的探究故障树分析法对医患纠纷的管理效果。方法选取2016年6-11月我院的医务人员60名,2016年6-8月为对照组,2016年9-11月为观察组。对照组采用常规方法管理医患纠纷,观察组采用故障树分析法管理医患纠纷。观察比较两组医务人员医疗服务工作质量情况、患者满意度和医患纠纷发生情况。结果观察组的技能操作熟练程度、逻辑思维能力、突发事件处理、应急预判能力均优于对照组,差异具有统计学意义(p<0.05)。观察组的患者满意度优于对照组,差异具有统计学意义(p<0.05)。观察组医患纠纷发生率明显低于对照组,差异具有统计学意义(p<0.05)。结论故障树分析法对医患纠纷的管理效果良好,明显提高患者满意度,减少医患纠纷发生率。
Objective To explore the effect of fault tree analysis in the management of medical disputes. Method Sixty medical staff of our hospital from June to November 2016 were included. The control group was from June to August 2016, and the observation group was from September to November 2016. The control group employed conventional method to manage the medical disputes, and the observation group employed fault tree analysis. The medical service quality, patient satisfaction and the incidence of medical disputes of the two groups were recorded and compared. Results The skill proficiency, logical thinking ability, emergency handling, and emergency response ability of the observation group were all better than those of the control group, and the difference was statistically significant（p〈0.05）. The patient satisfaction of the observation group was higher than that of the control group, and the difference was statistically significant（p〈0.05）. The incidence of medical disputes in the observation group was significantly lower than that in the control group, and the difference was statistically significant（p〈0.05）. Conclusion The fault tree analysis method can significantly increase patient satisfaction and reduce the incidence of medical disputes, so it is effective in the management of medical disputes.
作者
陈亚清
胡莉娜
张乐燕
CHEN Ya-qing;HU Li-na;ZHANG Le-yan(Hangzhou Red Cross Hospita)
出处
《医院管理论坛》
2018年第5期43-45,39,共4页
Hospital Management Forum
关键词
故障树分析法
医患纠纷
Fault tree analysis
Medical disputes
作者简介
Email：manduncoco@163.com
