A Case Study On The Administration Mediation Of Patient A’s Doctor-patient Conflict In A 3A Hospital In Guangyuan

In recent years,a variety of conflicts between doctors and patients occurred frequently,which has gradually become a hot topic concerned by the society and all kinds of media.Effectively preventing and properly handling the conflicts between doctors and patients undoubtedly becomes the direction with the joint efforts from the both the government and professional medical staff.As the most advantageous way to deal with the conflicts,administration mediation can earnestly safeguard the legitimate rights and interests for both doctors and patients,and maintain social stability and harmony.This thesis selects the administrative mediation of doctor-patient conflict in a3 A hospital in Guangyuan City,namely,the administrative mediation of doctor-patient conflict of patient A as a case study,focusing on the current situation of doctor-patient conflict management in medical institutions,and discusses the positive effects of administrative mediation on improving social governance capabilities and promoting the modernization of the social governance system,which demonstrates great significance both in theory and practice.Basing on a literature review on administrative mediation of doctor-patient conflict,relevant research achievements and successful practices in China and outside China are sorted out.And relevant core concepts,to name a few as doctor-patient conflict and administrative mediation mechanism of doctor-patient conflict,are defined.Literature analysis method,questionnaire survey method and structured interview method are used for empirical investigation.To further understand the real situation of the administrative mediation of doctor-patient conflict in the selected 3A hospital in Guangyuan by the case of Patient A,questionnaires are dispatched to patients and medical staff,and one-by-one in-depth interviews are conducted among the medical staff,patients and relevant governmental officers in the Municipal Health Commission in Guangyuan.Then,this thesis carefully analyzes the administrative mediation case of patient A’s doctor-patient conflict from the perspectives of non-litigation resolution theory,crisis management theory and collaborative governance theory,and further discusses how to improve the administrative mediation system,how to strengthen the mediation crisis management and how to promote the governance mechanism of administrative mediation of doctor-patient conflict.By analyzing the administrative mediation case from the above three perspectives,this research draws the following enlightenments.Firstly,it is critical to improve the non-litigation resolution mechanism to provide institutional guarantee for the implement and promotion of administrative mediation of doctor-patient conflict.Secondly,it is urgent to enhance the crisis management for the doctor-patient conflict to strengthen the primary responsibility and manage the conflicts more appropriately.Thirdly,it is necessary to improve the governing mechanism of administrative mediation of doctor-patient conflict to ensure the smooth operation of collaborative governance.There exists the rationality and necessity of administrative mediation mechanism in solving conflicts between doctors and patients,and studying on this will provide reference for giving full play to the advantages of administrative mediation,for effectively protecting the legitimate rights and interests of both doctors and patients,and for building a harmonious society.