张涛静 胡凯文 赵畅 徐伟娜 张慧姝

[摘要] 近年来，医患矛盾不断激化，全国各大医疗机构医疗纠纷发生率明显上升，医疗纠纷的调解难度越来越大，甚至发生严重扰乱医院正常工作秩序及侵害医务人员人身安全的恶性医疗纠纷，造成了极坏的影响。随着新一轮医改的进行，构建和谐医患关系已成为每一个医院的工作重点。北京中医药大学东方医院（以下简称“我院”）从2014年开始通过文化建设、制度建设、预防培训、落实奖惩、积极沟通、快速解决等多种方式畅通纠纷解决渠道，真正为患者解决问题。近年来医疗赔付金额下降89%，投诉量下降11%，患者满意度大幅度提升，构建了良好而和谐的医患关系。本文就我院过去几年在构建和谐医患关系上获得的一些经验进行分享，以全院之力构建和谐医患关系。

[关键词] 医患矛盾；医改；和谐医患关系；经验；解决渠道

[中图分类号] R193 [文献标识码] A [文章编号] 1673-7210（2018）04（a）-0154-04

[Abstract] In recent years， the doctor-patient conflicts， the medical dispute rate increased significantly， the difficulty of medical dispute mediation is more and more serious， and even disrupt the normal working order of hospital and medical personnel safety against malignant medical disputes， which caused a bad influence. With the new stage of health care reform， medical institutions attach importance to constructing a harmonious doctor-patient relationship increasingly. In order to solve patients problems effectively， Dongfang Hospital of Beijing University of Chinese Medicine （“our hospital” for short） has tried to make the solution more unimpeded through the cultural construction， institutional improvement， preventive training， implement incentive and disincentive， active communication and quick fixe since 2014. As a result， the amount of medical compensation has decreased by 89% and complaints have decreased by 11%. Meanwhile， the patient satisfaction has been greatly improved. A harmonious doctor-patient relationship has been constructed. This paper shares some experiences of building harmonious doctor-patient relationship in our hospital in the past few years， and builds a harmonious doctor-patient relationship with the power of the whole hospital.

[Key words] Tensions between doctors and patients； Medical reform； The harmonious doctor-patient relationship； Experience； Countermeasures

據有关报道，自2000年以来，我国医疗纠纷案件以每年8.4%的速度递增，但是以医疗事故技术鉴定途径和诉讼方式解决纠纷的比例反而下降旧[1]。据统计，2002～2009年，8年中仅有8.48%的医疗纠纷采用诉讼解决方式，91.52%的医疗纠纷采用医患双方协商解决，医疗机构在医疗纠纷的处理中消耗了大量的人力和精力，承受着较大的经济和舆论压力[2]。经济赔偿金额数量越来越大。根据2004年中国医师协会在北京、四川、辽宁、广东、浙江5个地区114家医院调查报告显示，平均每起医疗纠纷赔付金额为10.81万元，内部协调最高赔付金额为60万元，单起纠纷最高赔付总金额为139万元[3]，且巨额赔偿案例有逐年递增趋势。……