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签 名 ％导 师 签名 日 期 X 医院医患关系管理研究—以重症医学科为例
摘要
医患关系产生于患者在医院就诊时，是社会关系的一种特殊存在。随着科技的发展，
高精尖医疗设备和诊疗技术依旧没有缓和紧张的医患关系，我们可以看见医疗纠纷不断，
医疗投诉屡见不鲜，医疗官司频见，其严重影响医院的医疗救治，不利于医院发展及社
会稳定。医患关系存在其复杂性和多样性，探究其影响因素有助于改善医患关系，让医
院更好地服务于患者，使患者的满意度不断提升。X医院始建于上世纪五十年代，是一
所三级甲等综合医院，该医院除了教学和医疗，同时承担科研预防保健重任。目前该家
医院的医患关系总体处于和谐状态，医院职工和就诊患者对医院总体比较满意，但纠纷
依旧时有发生，尤其是重症医学科这样一个特殊的科室。
近几年新冠肺炎疫情的发展让重症医学科走入了大众的视野，让他们对 ICU 有了
一定的了解，在很大程度上高度认可和赞誉了医护人员，但医护人员的负重前行、舍己
为人的精神依旧对医患关系的改善不能起到绝对性的作用。作为危重患者最后一道生命
的守护门，ICU拥有高精尖的救治技术和设备，但因其特殊性，发生医疗纠纷的概率高
于普通科室，如救治其他科室危重的潜在纠纷患者、高额救治费用、医护人员的工作负
荷重、家属过高的预期治疗效果、患者死亡率高等等。医疗纠纷的发生会影响医务人员
对患者的救治工作，所以和谐的医患关系对于 ICU 的患者、家属、医院和社会来说都
非常重要。ICU发生的医患纠纷让医护人员在救治危重患者时因为要考虑自身安全问题，
不能全心为患者服务，这会使得医务人员的精力被分散，救治专心度降低，不利于患者
的治疗和康复。
本文以 X 医院重症医学科为例，以在院患者及其家属为研究对象，采用问卷调查
的方式，旨在探究影响医患关系的因素，从而提出构建和谐的医患关系的相关措施。我
国的医患关系管理依旧处于不断的探究和完善的阶段，提出缓解医患关系的有效对策，
如何进行有效的管理，如何进行有效的评价依然需要我们不断的努力探寻。而重症医学
科作为医院一个特殊科室的存在，其医患关系在很大程度上又反映出医院医患关系的情
况，映射医院医患关系管理中存在的薄弱环节，结合国内外预防和处理纠纷的经验，从
创新医院管理理念、完善各项制度、健全各项机制等方面对 X 医院医患关系管理进行
深入研究和全面探讨。医患关系一直以来都是一个没有得到完善和彻底解决的社会热点
问题，对这个问题应用不同的方法、视角进行探究。笔者针对该院的此项研究可以结合
自身的所见、所闻、所感进行针对性、全面性的深入研究。根据收集到的数据，进行系
统性的分析，找出医患关系紧张的影响因素，提出解决方式，同时希望此项研究的结果
能对改善该院和其他医院医患关系产生良好的促进作用。
关键词：医患关系；管理研究；重症医学科
IAbstract
Abstract
The doctor-patient relationship is a special kind of social relationship that arises when
the patient visits a doctor in the hospital. With the development of science and technology,
high-precision medical equipment and treatment technology have not eased the tense
doctor-patient relationship. The doctor -patient relationship is still tense, and conflicts have
intensified. We can see that medical disputes continue and medical complaints are common.
Medical lawsuits are frequent, which seriously affect hospital medical treatment, and is not
conducive to hospital development and social stability. The doctor-patient relationship is
complex and diverse, and exploring its influencing factors will can improve the doctor-patient
relationship, help hospitals to better serve patients, and continuously improve patient
satisfaction. Founded in the 1950s, X Hospital is a tertiary A-level general hospital. At
present, the doctor-patient relationship in the hospital is generally in a harmonious state but
sitll needs to be improved. The hospital staff and patients are generally satisfied with the
hospital, but disputes still occur from time to time, especially in a special department such as
the Department of Critical Care Medicine.
The outbreak of the new crown pneumonia epidemic in recent years has brought the
intensive care department into the public;s field of vision, giving them a certain understanding
of the ICU, and highly recognized and praised the medical staff to a large extent. The spirit of
self-sacrifice still cannot play an absolute role in improving the doctor-patient relationship.
As the last gate of life for critically ill patients, ICU has high-end treatment technologies and
equipment, but because of its particularity, the probability of medical disputes is higher than
that of ordinary departments, such as treating critically ill patients with potential disputes in
other departments, high-cost treatment Costs, heavy workload of medical care, high expected
treatment effect of family members, high mortality of patients, etc. The occurrence of medical
disputes will affect the medical staff;s treatment of patients, so a harmonious doctor-patient
relationship is very important for ICU patients, their families, hospitals and society. Disputes
between doctors and patients in ICU make medical staff unable to serve patients
wholeheartedly because they have to consider their own safety issues when treating critically
ill patients, which will distract medical staff and reduce treatment concentration, which is not
conducive to the treatment and recovery of patients .
Taking the intensive care department of X hospital as an example, this thesis takes the
patients and their families as the research objects, and adopts a questionnaire survey to
explore the factors that affect the doctor-patient relationship, so as to propose relevant
II X 医院医患关系管理研究—以重症医学科为例
measures to build a harmonious doctor-patient relationship. The doctor-patient relationship
management in our country is still in the stage of continuous exploration and improvement. It
is still necessary to put forward effective countermeasures to alleviate the doctor-patient
relationship, how to carry out effective management, and how to carry out effective
evaluation. As a special department of the hospital, the critical care medicine department has
its doctor-patient relationship to a large extent, which reflects the situation of the
doctor-patient relationship in the hospital. Combined with the experience of preventing and
dealing with disputes at home and abroad, continuously excavate deeper problems in the
management of doctor-patient relationship in X hospital from the aspects of innovating
hospital management concepts, improving various systems, and improving various
mechanisms. The doctor-patient relationship has always been a hot social issue that has not
been perfected and completely resolved. Different methods and perspectives are used to
explore this issue. At the same time, the author can conduct a targeted and comprehensive
in-depth study of this research based on what she has seen, heard, and felt. Based on the
collected data, a systematic analysis was carried out to find out the influencing factors of the
tense doctor-patient relationship, and to propose a solution. At the same time, it is hoped that
the results of this study can promote the doctor-patient relationship in this hospital and other
hospitals.
Key Words: Doctor-patient relationship; Management resear