Case Studies, Application Of Crisis Management Theory Of Prevention And Disposal Of Medical Disputes

Obiective The purpose of this study was to investgate the effects of crisis management theory on the treatment of medical-patient disputes and to establish a crisis managing mode of medical-patient disputes.Methods From 2002 january to 2009 december 68 medical-patient disputes of a grade III-A general hospital in Jincheng were analyized retrospectively and divided into two groups: Group traditional management (group TM, from 2002 to 2005, n=51), all medical-patient disputes were treated with traditional practices; Group crisis management (group CM, from 2006 to 2009, n=17). all medical-patient disputes were treated with crisis management theory. The average number of medical-patient disputes each year, annual compensation of disputes, average compensation of disputes, the number of disputes each one thousand discharged patients were analyized.Results In group TM, the total number oFdischarged patients was 24403 and there were 51 medical-patient disputes.The average number of medical-patient disputes each year was12.75±0.96; Annual compensation of disputes was 255±82.2 thousand RMB; Average compensation of disputes was 20.1±6.7 thousand RMB; the number of disputes each one thousand discharged patients WAS 2.09±0.39. In group CM, the total number oF discharged patients was 37666 and there were 17 medical-patient disputes.The average number of medical-patient disputes each year was 4.25±1.25 and significantly lower than that of group TM (P< 0.001); Annual compensation of disputes was 1.31±0.72 thousand RMB and significantly lower than that of group TM (P<0.01); Average compensation of disputes was 1.31±0.72 thousand RMB and significantly lower than that of group TM(P<0.05); the number of disputes each one thousand discharged patients WAS 0.45±0.19 and significantly lower than that of group TM (P<0.05)Conclusion After the cite of crisis management theory into the treatment of medical-patient disputes of a gradeⅢ-A general hospital in Jincheng, the rate of medical-patient disputes was Significantly reduced. It indicated that crisis management theory may play an important role in the management of medical-patient disputes.