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篇名 從醫療申訴案件探討醫療溝通與衝突-以四個急診案件為例
Medical Communication and Conflicts in the Emergency Room: An Analysis of Four Complaints
作者 洪以庭、葉蓉慧
中文摘要

本研究旨在探討醫療溝通與衝突,企圖從病人端看醫療衝突發生的原因。本研究之研究問題為「從病人端探討醫療衝突發生的原因與演變過程」。本研究採「個案分析法」作為研究方法,以個案實例探討研究問題。在資料蒐集上以南部某地區醫院為研究對象,蒐集院方 101 年醫療申訴案件紀錄,並將資料依研究目標篩選後,進行分析探討,以便有全面性的了解。

研究發現當醫病發生衝突時,病人或家屬多半選擇以「內隱」方式來回應衝突,不論是對於自身期望的醫療需求或是對於病情、傷勢的疑慮,較多病人或家屬會選擇以隱蔽不說的方式來面對醫病之間的衝突。另外,由於病人或家屬多半以內隱方式來回應衝突,因此醫病雙方對於感受衝突發生的時間點通常是不一致的,更進一步發現醫護人員通常感受到衝突的時間會較病人來得晚。

英文摘要

This study was designed to investigate the medical communication and conflict in an attempt to medical reasons from the patient end conflict look. Research questions of this study is "the patient end causes and evolution of medical conflicts." This study adopted "case analysis" as the research methods to investigate a case study examples of problems. On the data collection area to the south of a hospital for the study, collected the hospital records of 101 years of medical complaints, after screening according to research objectives and data was analyzed in order to have a comprehensive understanding.

Study found that when the healing conflict, most of the patients or their families choose to "covert" way to respond to conflict, whether it is desirable for their own medical needs or for illness, injury concerns, many patients or their families will choose to conceal not that the way to confront the conflict between doctors and patients. In addition, since most of the patients or their families within an implicit way to respond to conflict, and therefore feel the time for healing both sides point of conflict is often inconsistent, and further found that health care workers generally feel conflicting time will come later than the patient.

中文關鍵詞 醫療申訴、衝突、急診
英文關鍵詞 Complaints, Conflicts, Emergency Room
發表日期 2016/06/17
授權狀況 已授權
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