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目的:探讨新形势下患者就医需求、医患纠纷成因、处理难点等,探索构建和谐医患关系、建设平安医院的途径。方法:采用循证医学方法、医学文献复习、历年案例分析等,研究医疗纠纷成因、特点和难点及处理的方法和技巧。结果:医疗纠纷处理要突出难点、把握原则、加强监督,着力把握认识、处理、防范三个环节,不断增强纠纷处理的针对性、时效性和有效性。结论:影响医患关系的因素是多方面的,既有患方因素,也有医方因素,既有社会因素、也有医疗体制不完善的因素。构建和谐医患关系是一个系统工程,必须采取综合措施,提高服务质量,积极处理各种医患矛盾,才能促进平安医院的建设。
OBJECTIVE: To explore the patients’ medical needs, the causes of medical disputes and their handling difficulties in the new situation, and explore ways to build a harmonious relationship between doctors and patients and build a safe hospital. Methods: Evidence-based medical methods, review of medical literature, historical case analysis, etc., to study the causes, characteristics and difficulties of medical disputes and methods and techniques of treatment. Results: The handling of medical disputes should highlight the difficulties, grasp the principles, strengthen supervision, strive to grasp the three links of understanding, handling and prevention, and constantly enhance the pertinence, timeliness and effectiveness of the dispute handling. Conclusion: There are many factors that affect the relationship between doctors and patients. There are both factors of patients and factors of doctors. There are both social factors and imperfect factors of the medical system. Building a harmonious relationship between doctors and patients is a systematic project, we must take comprehensive measures to improve service quality, and actively handle a variety of contradictions between doctors and patients in order to promote the construction of safe hospitals.