CAJ | 학술논문

目的：通过对医院收费冲突类型分析，解释冲突产生的原因，探讨有效的收费冲突管理方式，以促进建立良好的医患关系。方法对2011—2013年某医院收费冲突数据进行归类分析，为制定冲突管理提供依据。结果①2013年由收费员与患者引起的冲突在门、急诊和住院收费处的比例均超过了90％；②发生冲突的患者以40岁以上人群居多；③在门、急诊处，省、市职工医保患者发生冲突的比例近50％，患者嫌费用贵和对医护不满意是冲突的主要原因；④在住院收费处以新农合人群居多，而患者主要是对治疗结果不满意。结论收费冲突不可能完全避免，但可以通过构建良好的医患关系，完善价格和政策公示制度，保持医患信息对称性，以及规范收费管理，提高医院诊疗水平，科学管理收费冲突。
목적：통과대의원수비충돌류형분석，해석충돌산생적원인，탐토유효적수비충돌관리방식，이촉진건립량호적의환관계。방법대2011—2013년모의원수비충돌수거진행귀류분석，위제정충돌관리제공의거。결과①2013년유수비원여환자인기적충돌재문、급진화주원수비처적비례균초과료90％；②발생충돌적환자이40세이상인군거다；③재문、급진처，성、시직공의보환자발생충돌적비례근50％，환자혐비용귀화대의호불만의시충돌적주요원인；④재주원수비처이신농합인군거다，이환자주요시대치료결과불만의。결론수비충돌불가능완전피면，단가이통과구건량호적의환관계，완선개격화정책공시제도，보지의환신식대칭성，이급규범수비관리，제고의원진료수평，과학관리수비충돌。
Objective By analyzing the conflict types of hospital charges , this article encourages people to thoroughly understand the causes of conflict , to explore the effective management of conflict in hospital charges , and to promote the establishment of better doctor -patient relationship .Methods Data of hospital charges con-flicts in 2011-2013 were classified and analyzed to provide the basis for the development of conflict management . Results ①The conflicts caused by toll collector and patients accounted more than 90%in both outpatient and in-patient clinic .②People aged 40 and over was the predominance of the conflicts patients .③In outpatient clinic , provincial, municipal workers with medicare accounted for nearly 50%of conflict.The main reason of the conflict was that patients are not satisfied with the high price and services of doctors and nurses .④In inpatient clinic , pa-tients with NCMS were the major people of the conflict , and the reason of most conflict patients was not content with the result of treatment .Conclusion The charges of conflict can't be avoided completely , however , we can manage it scientifically by some measures , such as to build a good doctor -patient relationship , improve the system of pri-cing and policy publicly system , keep information symmetry between patients and doctors , and to standardize man-agement of the toll administration as well as improve the diagnosis and treatment level of hospital .