中华灾害救援医学
中華災害救援醫學
중화재해구원의학
Chinese Journal of Disaster Medicine
2015年
10期
551-554
,共4页
风险管理%院前急救%医患纠纷
風險管理%院前急救%醫患糾紛
풍험관리%원전급구%의환규분
risk management%prehospital emergency%medical dispute
目的 探讨风险管理在防范院前急救医患纠纷中的应用.方法 北京急救中心自2014年对院前急救医患纠纷实施风险管理,评估和识别院前急救过程中可能引起医患纠纷的风险因素,并分析实施风险管理前后的医患纠纷事件、风险因素发生次数及电话回访满意率.结果 实施风险管理后,2014年投诉量明显低于2013年,差异有统计学意义(χ2=7.181, P=0.007);造成医患纠纷最主要的风险因素是医方风险因素,2013年61起(58.10%),2014年27起(44.26%);其次为社会风险因素,2013年28起(26.67%),而2014年22起(36.07%).2014年电话回访满意率高于2013年,差异具有统计学意义(χ2=5.357,P=0.021);其中针对医疗行为和处置措施的不满意事件分别下降了52.63%和24.00%.结论 风险管理能有效减少院前急救的医患纠纷事件,提高急救人员的风险防范意识,有利于减少院前急救中医患纠纷事件的发生.
目的 探討風險管理在防範院前急救醫患糾紛中的應用.方法 北京急救中心自2014年對院前急救醫患糾紛實施風險管理,評估和識彆院前急救過程中可能引起醫患糾紛的風險因素,併分析實施風險管理前後的醫患糾紛事件、風險因素髮生次數及電話迴訪滿意率.結果 實施風險管理後,2014年投訴量明顯低于2013年,差異有統計學意義(χ2=7.181, P=0.007);造成醫患糾紛最主要的風險因素是醫方風險因素,2013年61起(58.10%),2014年27起(44.26%);其次為社會風險因素,2013年28起(26.67%),而2014年22起(36.07%).2014年電話迴訪滿意率高于2013年,差異具有統計學意義(χ2=5.357,P=0.021);其中針對醫療行為和處置措施的不滿意事件分彆下降瞭52.63%和24.00%.結論 風險管理能有效減少院前急救的醫患糾紛事件,提高急救人員的風險防範意識,有利于減少院前急救中醫患糾紛事件的髮生.
목적 탐토풍험관리재방범원전급구의환규분중적응용.방법 북경급구중심자2014년대원전급구의환규분실시풍험관리,평고화식별원전급구과정중가능인기의환규분적풍험인소,병분석실시풍험관리전후적의환규분사건、풍험인소발생차수급전화회방만의솔.결과 실시풍험관리후,2014년투소량명현저우2013년,차이유통계학의의(χ2=7.181, P=0.007);조성의환규분최주요적풍험인소시의방풍험인소,2013년61기(58.10%),2014년27기(44.26%);기차위사회풍험인소,2013년28기(26.67%),이2014년22기(36.07%).2014년전화회방만의솔고우2013년,차이구유통계학의의(χ2=5.357,P=0.021);기중침대의료행위화처치조시적불만의사건분별하강료52.63%화24.00%.결론 풍험관리능유효감소원전급구적의환규분사건,제고급구인원적풍험방범의식,유리우감소원전급구중의환규분사건적발생.
Objective To discuss the application of risk management in preventing prehospital medical dispute.Methods Since 2014, risk management had been implemented by Beijing emergency medical center for prehospital medical dispute. Risk factors that may result in medical dispute in pre-hospital care process was estimated and recognized. Frequency of medical dispute events, risk factor occurrence and call back satisfaction rates before and after the implementation of risk management were analyzed.Results After implementing the risk management plan, the complaint rate was lower in 2014 than in 2013, and the difference was statistically significant (χ2=7.181,P=0.007); the main causal factor of medical dispute was derived from hospital risk, 61 cases in 2013 (58.10%) and 27 cases in 2014 (44.26%); the secondary was the social risk factor, 28 cases in 2013(26.67%) and 22 cases in 2014 (36.07%); call back satisfaction rate was higher in 2014 than in 2013, and the difference was statistically significant(χ2=5.357,P=0.021). Among them, dissatisfaction events of medical behavior and treatment measure were reduced by 52.63% and 24.00% respectively.Conclusions By utilizing the risk management, prehospital medical dispute events can be decreased, first-aid personnel's risk prevention awareness can be raised, and it's also beneficial to prevent medical dispute event during prehospital emergency care.
