A Case Study On The Crisis Management Of Doctor-patient Disputes In Hospital A

With the deepened medical and health care reform in China and the increasingly sharpening conflicts between doctors and patients,the doctor-patient disputes will not only endanger the development of a hospital,but also possibly affect social stability.Accordingly,it is urgent to perfect the crisis management of doctor-patient disputes,ease the conflicts between doctors and patients,and construct a harmonious doctor-patient relationship.On the basis of the domestic and overseas studies on the crisis management of doctor-patient disputes,the author analyzed two cases of doctor-patient disputes in hospital A with six-stage model theory about crisis management put forward by Augustine.It is found through the case analysis that hospital A has some successful experience in crisis management of doctor-patient disputes that is worth learning,for example,there is a special doctor-patient relationship office established in Hospital A specialized in supervising the crisis of doctor-patient disputes,which strictly implements the primary accountability system on first complaint of medical disputes,timely organizes the internal information exchange and investigation inside the hospital,determines the response plan,intervenes in the disputes,provides clear guidance for patients on how to solve the disputes according to the discussion results of the hospital,and timely carries out case analysis and records it in the case database for the reference of the whole hospital.Nevertheless,it is also found through the case analysis that there are certain problems existing in the crisis management of doctor-patient disputes in hospital A,for example,the medical quality management of this hospital needs to be improved;the investment in video monitoring in the hospital business areas is insufficient,the collection and management of patient information are not in place;the performance in controlling and eliminating crisis of doctor-patient disputes is poor;the communication between doctors and patients is not smooth;there is improper interference from third parties,and there is no enough attention paid to the evaluation and rectification after the settlement of doctor-patient disputes.In order to solve the above-mentioned problems existing in the crisis management of doctor-patient disputes in hospital A,some effective precautions and countermeasures are put forward in this thesis,such as enhancing internal and external quality supervision,strengthening clinical real-time monitoring and management,constructing a unified patient information system,enhancing internal and external security,forming an effective communication channel for doctors and patients,and promoting the responsibility assessment and rectification level,in a bid to perfect the crisis management of doctor-patient disputes and realize further effective prevention and handling of the crisis of doctor-patient disputes.