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造成口腔医疗纠纷的原因,不仅仅是医务人员和患者或家属的单一方面,往往是多方面综合因素所致。根据我们在十余年实践中处理纠纷情况综合分析,总结原因有以下几方面: 1、医疗服务的质量和医务人员的服务态度 服务质量与服务态度是口腔医疗纠纷最常见的原因。口腔病患者就诊时心情普遍比较烦躁,再加上口腔专科特殊的治疗设备,决定了患者忧虑不安的心理状态,就诊时渴望得到医务人员周到的服务和精湛的治疗。个别医务人员经不住市场经济的冲击,不安心于本职工作,责任心不强,没有按照规章制度和操作常规处理,给患者和家属造成诸多不便,再加上服务态度生硬、不耐烦,更增添了患者心理上的烦恼,再加上社会、病人个体的差异等造成技术、服务、管理等方面的失误,此时极易发生争执,这是医疗纠纷最主要的原因。
The cause of oral medical disputes is not only a single aspect of medical personnel and patients or their families, but is often caused by a combination of factors. According to the comprehensive analysis of the disputes we have handled in more than ten years of practice, the following reasons are summarized: 1. Quality of medical services and service attitude of medical personnel Service quality and service attitude are the most common causes of oral medical disputes. The mood of patients with stomatological diseases was generally irritating when they visited the doctor. Combined with special treatment equipment for dental specialists, they determined the anxiety of the patients and they were eager to get the thoughtful service and superb treatment of the medical staff. Individual medical personnel are unable to stand up to the impact of the market economy and are not at ease with their own duties. Their sense of responsibility is not strong. They have not been handled in accordance with the rules and regulations and operating practices, causing inconvenience to patients and their families, coupled with stiff, impatient service attitudes. Adding to the patient’s psychological annoyances, coupled with social, individual patient differences and other technical, service, management and other aspects of mistakes, this time is prone to disputes, which is the main reason for medical disputes.