中国卫生事业管理2025，Vol.42Issue(6)：651-655,707,6.
医疗纠纷分类治理标准体系建设研究
Study on the Construction of A Standard System for Classified Management of Medical Disputes
摘要
Abstract
Objective To further enhance refined hospital management,improve the efficiency of medical dispute manage-ment,and promote the standardization,processize,and simplification of medical dispute processes,thereby reducing the workload of personnel involved in medical dispute management.Methods Through literature research and analysis of operational practices,continuous summarization,reflection,and refinement were conducted to propose a standardized classification system for medical dispute management.Medical disputes were categorized into four main types of medical technology,healthcare environment,serv-ice attitude,and others.Targeted management strategies were developed for each category,and the related rotation systems,data analysis mechanisms,department-specific management protocols,and legal support frameworks were optimized and enhanced.Results In 2023,patients' satisfaction showed a slight increase compared to the previous two years.The average dispute resolution cycle improved to 5.97 days,approximately three days shorter than in 2022.The total number of complaints decreased by 33.86％,while the satisfaction rate of resolved complaints increased by 0.9 percentage.Conclusion The establishment of a standard-ized classification system for medical dispute management enhances the focus and effectiveness of preventive measures,thereby im-proving dispute prevention outcomes.From a resolution perspective,it clarifies the responsibilities and tasks of various depart-ments within the management system,fully play their roles in dispute management and significantly improve the overall manage-ment efficiency and effectiveness.关键词
医疗纠纷/医患关系/分类治理/标准体系Key words
medical dispute/doctor-patient relationship/classification governance/standard system分类
医药卫生引用本文复制引用
张松,岳文翰,高培阳,肖洁,吴颖敏,张培海,廖婷婷,要永卿,马煜,华婷,张爽..医疗纠纷分类治理标准体系建设研究[J].中国卫生事业管理,2025,42(6):651-655,707,6.基金项目
四川省哲学社会科学研究"十四五"规划课题"社区保障激励资金提升四川省基层治理效能的路径研究"(SC22B151) （SC22B151）
