【作者】 程强；

【导师】 朱冬梅；

【作者基本信息】 西南交通大学 ， 公共管理， 2020， 硕士

【摘要】 伴随着我国改革开放的进程和社会的发展进步,我国的医疗卫生事业得到了十足的发展,我国很多地方的医疗卫生服务水平和覆盖范围都得到了很大的发展,但同时医生方面与患者方面两者之间的关系一直却不大令人满意,医患之间的矛盾日益尖锐,甚至是伤医、杀医事件也是层出不穷,接二连三地出现在各式各类的媒体上,有时候甚至成为新闻头条,不时地牵动着广大医务工作者和社会群众的心。医患关系的紧张已经不再是一个单纯的人与人之间的问题,也不再是一个纯粹的医疗问题。如何改善紧张的医患关系,营造和谐的医患关系,已然成为了一个迫在眉睫的问题。为此本文将在现今医患关系的背景下,从公共管理的角度出发,查阅、整理、梳理国内外关于改善医患关系研究的现状,结合自身的工作经验,通过对D医院2015年～2019年医患关系现状和医患投诉、纠纷情况资料的整理、统计、分析,发现D医院医患关系紧张和医患投诉、纠纷发生的原因及存在的问题,从而提出构建和谐医患关系的建议,为构建和谐的医患关系提供一定的建议。针对医患关系的现状、医患投诉、纠纷产生的原因,本文提出了构建和谐医患关系的对策建议。医疗机构方面首先加强自我管理,依法执业,依法行医,提高风险防范能力;其次要不断提升医疗技术水平和医疗服务水平,切实提高医疗质量,保障患者安全;再次在提升医务人员医疗技术水平和医疗服务水平的同时,还要注重加强行业自律,落实医德医风培训,提升医务人员的医德医风水平;然后还要建立良好的医患沟通机制,畅通医患沟通渠道,把医患投诉、纠纷消灭在萌芽状态。患者方面应提高自身文化道德修养,对医务人员应多一点信任,多一点理解;同时还要注意提升自身的法律素养,做到依法维权、理性维权、文明维权、合理维权。政府部门应充分发挥政府的主导作用,加大公共卫生投入,进一步促进和引导医疗资源的合理配置;进一步发挥政府的指导、监管作用,加强对各级各类医疗机构、医务人员的指导和监管;同时,还应该进一步完善和优化医疗投诉、纠纷的行政调解、法院诉讼等的平台建设和流程再造,给医疗投诉、纠纷及时、有效解决创造更加有利的条件。社会方面应进一步加强群众尊医崇医、依法维权、理性维权、文明维权、合理维权的引导,给医疗投诉、纠纷及时、有效解决营造良好的氛围。更多还原

【Abstract】 Wi the progress of China’s reform and opening up and the continuous development and progress of society,China’s medical and health undertakings have been fully developed.The level and coverage of medical and health services in many parts of our country have been greatly developed,but at the same time,the relationship between doctors and patients has not been satisfactory,and the contradiction between doctors and patients has become increasingly acute.Even the incidents of injuries and medical treatment are endless.They appear in all kinds of media,and sometimes even become news headlines.The tension between doctors and patients is no longer a simple problem between people.It is no longer a purely medical problem.How to improve the doctor-patient relationship and create a harmonious doctor-patient relationship has become an imminent problem.Therefore,in the context of today’s doctor-patient relationship,from the perspective of public management,this article will review,sort out and comb the current situation of improving the relationship between doctors and patients at home and abroad,combined with their own work experience.Through the collation,statistics and analysis of the current situation of doctor-patient relationship in D hospital in 2015 and the doctor-patient complaints and disputes,the causes and influencing factors of the doctor-patient relationship in D hospital and the complaints of doctors and patients,and the factors affecting the disputes were found.The suggestions for building a harmonious doctor-patient relationship were put forward to provide some suggestions for building a harmonious doctor-patient relationship in hospital.In view of the current situation of doctor-patient relationship,the causes of disputes between doctors and patients,and the causes of disputes,this paper puts forward suggestions for building a harmonious doctor-patient relationship.First,medical institutions should strengthen self-management,practise according to law,practise medicine according to law,improve risk prevention ability;secondly,constantly improve the level of medical technology and medical services,and effectively improve the quality of medical care and ensure patient safety;Thirdly,while enhancing the medical technology level and medical service level of medical personnel,we should also pay attention to strengthening industry self-discipline,implementing medical ethics training,improving the medical ethics and medical ethics level of medical personnel,and establishing a good doctor-patient communication mechanism to smooth the channels of doctor-patient communication,and eliminate the doctor-patient complaints and disputes.There should be more trust and more understanding to medical personnel.At the same time,we should also pay attention to improving our own legal literacy,protecting rights according to law,rational rights protection,civilized rights protection and reasonable rights protection.Government departments should give full play to the leading role of the government,increase public health input,further promote and guide rational allocation of medical resources,and further play the role of government’s guidance and supervision.We should strengthen the guidance and supervision of medical institutions and medical personnel at all levels.At the same time,we should further improve and optimize the platform construction and process reengineering of medical complaints,disputes administrative mediation,court litigation and so on.To create more favorable conditions for timely and effective solutions to medical complaints and disputes,we should further strengthen the guidance of the masses in respecting doctors,respecting doctors,safeguarding rights in accordance with the law,protecting rights rationally,safeguarding rights in a civilized way,and rationally protecting rights,so as to create a good atmosphere for timely and effective solutions to medical complaints and disputes.更多还原