Applying Crisis Management to Establish a Preventive Model for Medical Dispute

• Main Authors: Chun-Yu Lai, 賴俊裕
• Other Authors: Bor-Wen Cheng
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/26533618004402149016

碩士 === 國立雲林科技大學 === 工業工程與管理研究所碩士班 === 90 === In recent years, economy grows rapidly in Taiwan resulting in the increasing expectation for medical service quality. Therefore, patients hope that hospitals should supply much better equipment and service. Once the medical results were not as the patients’ expectations, complains will arise. If the hospitals did not deal well about the patients’ complains or even ignore their complains, a medical dispute then could arise. This research reviewed the literature to realize the factors causing the medical dispute. By applying the concept of crises management, five phases of health service are divided as showed in the follows: waiting for health service, supplying health service, finishing health service, waiting for medicines, and leaving hospital. By summing up the factors causing the medical dispute, we can use the concept of crisis management to draw a distribution chart about medical dispute system, and four levels of preventive sign for medical dispute in hospital are divided as showed in the followings: the observation period, the incubation period, the warning period, and the dangerous period. The distribution chart could show the trend of dispute about what phases of health service that a hospital does not prepare enough. This research applied the diagnosis questionnaire for the sign of medical dispute （DQSMD）in two hospitals, and shows the practicality of the DQSMD. After discussing the result of the DQSMD with people who handle medical dispute in the hospitals. The result shows that the DQSMD analysis is the same as the situation of the hospitals. Therefore, the DQSMD of this research could be as references to prevent medical dispute in hospital.