【作者】 马燕；

【导师】 谢海光；

【作者基本信息】 上海交通大学 ， 公共管理， 2013， 硕士

【摘要】 改革开放35年来，我国现代化建设取得前所未有的成就，人民物质和文化需求得到极大的满足。但我国尚处于社会主义初级阶段，各项制度法规尚未得到彻底完善，在市场经济利益至上的观念影响下，医患关系容易被归结为商业消费关系，医患关系呈现愈加紧张的趋势，逐年增长的医疗纠纷暴露出医患之间矛盾日益突出。医疗纠纷作为一种突出的社会矛盾，也一直是困扰中国医疗卫生领域的顽疾。有效处理医疗纠纷，直接关系到医患双方合法权利的保护和社会的稳定。尤其在当今的互联网时代，信息会在极短时间内裂变式地蔓延至整个社会，各种社会问题都极易引起广泛的关注并发展为重大社会舆论。在这种环境下，如何提高卫生部门和各医疗机构对医疗业舆情的监测和应对能力，更好地了解、引导网络民意表达，成为各级政府部门、医疗机构和医药企业都亟需正视的问题。本文通过文本分析、案例分析、调查问卷、演化推导等方式，寻找和厘清医患关系中的主要影响因素，对策建议方面，除了从国家大政策方面给予期待以外，从医院管理角度提出优化医院管理结构，使医患关系建设制度化常态化；建立医院新闻发言人制度，及时公布信息；加强医疗服务制度化管理，增进医疗人文关怀等四方面建议，柔化管理医患关系中锐角。论文创新之处在于：1、通过问卷调查分析，验证医患关系中患方、普通社会大众期待并且需要来自官方、院方及时公正的信息发布，并且认为此举应常态化，有利于消除患方的不信任感以及医患之间的信息壁垒。2、通过论文中的模型推导方式，研究论证了医院管理方应积极引导舆论走向，不应被动的应付舆论压力，应打好主动仗。3、我国医患关系紧张现状有政策大环境、历史积累问题。纵观学界，研究如何结果医患矛盾的著作期刊很多，但是要解决现状并非一朝一夕之功，本论文的对策研究着力点，并非认为通过一、二条对策即能从根本上解决医患关系矛盾，本论文强调医患矛盾应从医院管理方层面通过优化管理模式、做好医方职责之外，积极主动利用新媒体特性，加强信息发布工作，拉近医患距离、消除隔阂，通过逐步、抽丝剥茧、循序渐进润滑医患彼此关系，此为柔化管理。更多还原

【Abstract】 The modernization of our country have achieved unprecedented achievements in35years of reforming and opening-up, which greatly satisfy the people’s material andcultural needs. As our country is still in the primary stage of socialism, the system of lawsand regulations has not been completely improved, and under the influence of theconcept of benefits-orientated in marketing economy, the doctor-patient relationship iseasily attributed to commercial consumption relationship, therefore, the trend ofincreasingly tense doctor-patient relationship and the raising medical disputes alsoexpose the conflicts between the doctor and patient.As an outstanding social contradiction, medical disputes have also been a troubledproblem in the field of medical and health care in China. Effectively dealing with medicaldisputes is directly related to the protection of the legitimate rights for both doctor andpatients as well as for the social stability.Especially in the modern internet era, information can be widely spread to the wholesociety in a very short period of time, all sorts of social problems are easy to causewidespread attention and develop to a major social public opinion. In suchcircumstances, how to improve the surveillance and response capacity of the publicopinion for all departments of hygiene and medical institutions, and how to betterunderstand and guide the network public opinion to express, it’s really a critical issue forgovernment departments at all levels and medical institutions and pharmaceuticalcompanies to face with.In this article, through textual analysis, case study, questionnaire and evolutionderived, search and sort out the main influencing factors of doctor-patient relationship,as for the countermeasures and suggestions, apart from the aspects of national majorpolicies, also put forward following4suggestions like to optimize the hospitalmanagement from the point of view of hospital management, make the building of thedoctor-patient relationship to be institutionalized and normalized; Build system ofhospital spokesman to timely release information to the public; strengthen theinstitutionalization management of medical service, improve medical humanistic careand etc., so as to soften the sharp part in doctor-patient relationship management. The innovation of this article lies in the following aspects-1, through thequestionnaire survey analysis, verify the patients in relationship and the common socialpublic expects to gain information released from official and hospital and it should benormalized, for it is conducive to eliminate the distrust and information barriers betweendoctor and patient.2, through the derivation mode in this article, research demonstratesthe hospital management should actively guide the public’s opinion direction, shouldnot be passive to cope with pressure.3, there is problem of policy environment andhistorical accumulation in the doctor-patient relationship tense situation in our country.In academic field, there is variety of journals on resolution to doctor-patient conflicts,but for solving the current status it cannot be solved fundamentally through one day’swork. This paper emphasizes on the point that it can solve the doctor-patient conflictsfrom the view of hospital management by optimizing the management pattern, fulfillingresponsibilities, actively using new media features, strengthening information releasingwork, narrowing the distance between doctor and patient and eliminating thediaphragm to moderate doctor-patient relationship step by step, this is what we calledsoft management.更多还原