Applying Crisis Management To Establish A Managing Model For Medical Dispute

As the economy grows rapidly and the structure of population changes, people in China request a better service quality of medical care. When the medical process can not meet the patients' expectations, complains arise. For example, if the patients did not obtain a satisfied result, a medical dispute could arise. The characteristic of medical service is variable, complex, unpredictable, cooperative between different fields of medicine and having time pressure, also having more chances to contact directly with patients. Therefore, the medical service has higher risk than any others in China.Related with hospital management, this study cites the theory of crisis management to establish a managing model for medical dispute. Directed by the theory of crisis management, this thesis is to analyze the medical dispute as a crisis and further to divide the management process into five stages to explore their characteristic for the counter-measure in future. The purpose of establishing a managing model for medical dispute is to reduce the negative influence and pressure caused by dispute, to relax the tension between medical staff and patients and to improve the quality of medical care.The thesis is divided into four parts as following: The first part is preface, which is mainly to describe motivation and purpose as how to managing the happened medical dispute and lack of scientific theory in management that is the motivation of this study. How to improve the current management of medical dispute and to apply the crisis management into responding effectively to the dispute situation that is the purpose of this study. Part Two is to explore the related theory of medical dispute and crisis management and also to analyze the situation of crisis management in China. Part Three is to take Wuxi NO.2 People's Hospital as an example, introducing his mode in managing the medical disputes and its effect, also finding some existing problems. In this chapter, the writer collected some valuable suggestion and advice given by medical staff during interview and the literature review, which offers strong support for the conclusion of the thesis. Part Four is the conclusion and suggestion, which is aiming at the analysis and discovery in this study to submit the suggestion of establishing a managing model for medical dispute to public hospital for improving the quality of medical care and reducing the happening of medical dispute.