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目的通过分析澳大利亚医疗市场案例激烈冲突的主要类型、归因和应对策略,为制定相应政策提供科学依据。方法文献和报告分析。结果医疗场所激烈冲突,主要直接归因于病人、医务人员、系统三方面,并与宏观系统有间接联系。澳大利亚的医患冲突主要发生在精神、心理和急诊服务场所。医务人员短缺和培训不足,医疗机构缺乏完善的员工和病人保护措施是医患冲突的主要系统因素。结论从导致冲突的直接原因入手,主要通过员工培训、加强保护措施和改善服务质量三方面,保护员工和病人安全。
Objective To analyze the main types, attributions, and coping strategies of the intense conflicts in the Australian medical market and provide scientific evidence for formulating corresponding policies. Methodological literature and report analysis. As a result, fierce clashes in medical facilities are mainly attributed directly to patients, medical personnel, and systems, and have indirect links with macro systems. The conflicts between doctors and patients in Australia mainly occur in mental, psychological and emergency services. The shortage of medical personnel and insufficient training, and the lack of perfect staff and patient protection measures in medical institutions are the main system factors for doctor-patient conflicts. Conclusion Starting from the direct causes of conflict, employees and patients are protected through employee training, protection measures, and service quality improvement.