本文研究的主要内容是通过采用文献研究的方法梳理国内外医患关系的理论研
究；以问卷调查的形式专题研究 M 医院医患关系管理，通过对该院 114 名患者、患者
家属和 142 名医护人员进行随机抽样问卷调查，与医务工作者及患者进行深度一对一
访谈，全面、深入地了解该院医患关系管理制度及实施、患者投诉渠道、投诉流程、
投诉接待、记录和处理等情况，然后通过 EXEL 数据综合统计后分析 M 医院医患关系
管理存在的不足。并深入医院一个月以患者和患者家属的角度最直接的观察医院医患
纠纷目前的处理办法和存在的不足，总结出 M 医院医患关系管理存在的问题。再用
SWOT 法分析目前比较常用的解决医患关系矛盾的方法优势、劣势、机遇与挑战，比
较法比较中外医院医患关系管理处理办法的优缺点，有哪些措施是值得 M 医院借鉴。
提出 M 医院改善医患关系管理的两项基本对策，分别是贯彻和执行国家医改新政策和
杜绝医闹事件，依法办事；以及三项措施应对 M 医院应如何通过自身管理以减少和预
防医疗纠纷的产生，分别是提高医疗服务质量和医务人员职业道德建设工作；增加医
疗信息透明度；医院加强医患沟通，促成医患双方的相互理解和信任；还有探讨五项
在医疗事故发生后的主要措施，分别是医院加强安全管理，医疗场所防止暴力行为；
做好投诉管理，加强医院危机管理；做好出院患者回访工作；引入第三方介入医患关
系；加强与媒体沟通，正确引导媒体舆论。本文为目前 M 医院如何缓解医患矛盾，加
强自身医患关系管理提供全方位的意见和建议，也对于 M 医院进一步加强和完善医院
医患关系管理的对策和基本措施的推动和发展有积极作用，同时这些研究结果将对变
革中的中国医院的医患关系管理有借鉴意义。
关键词：医院管理,医患关系，医护人员，患者
Abstract
The doctor-patient relationship is a kind of basic human’s social relationship. The
doctor-patient relationship in M hospital on the whole is harmonious, the vast majority of
medical staff follow the healing the wounded and rescuing the dying, cure the sickness to
save the aim, the majority of the people to medical personnel is trust, understanding and
support. However, the overall harmony also has local not harmonious. At present the
doctor-patient relationship nervous, medical accident occurred frequently, medical trouble
events appear repeatedly, cause the attention of hospital administrators.
This paper studies the main content is by using the literature research methods at
home and abroad of combing the doctor-patient relationship theory research, In the form of
questionnaire research M hospital patient relationship management, through to the hospital
114 patients, patients families and 142 medical personnel for random sampling
questionnaire survey, and medical workers and patients with depth one-on-one interviews,
a comprehensive and in-depth understanding of the hospital management system and the
implementation of the doctor-patient relationship, patient complaint channels, complaints
process, complaint reception, recording and processing, etc, and then through the EXEL
data comprehensive statistical analysis M hospital after the doctor-patient relationship
management deficiencies. And further hospital a month to patients and family members
with the point of view of the most direct observation of the hospital medical dispute the
treatment method and the deficiency, ending a M hospital patient relationship management
problems. Garnish with SWOT method analysis at present more commonly used to solve
the contradiction, the method of the doctor-patient relationship strengths, weaknesses,
opportunities and challenges, comparison method comparison of the hospital the
。。。
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