Exploring the Relationship between the Medical Practitioner and the Patient from the Perspective of Complaints Filed by the Patient – Case Study on One Medical Center in the Nort

• Main Authors: Ing-lan Liou, 劉英蘭
• Other Authors: 郭文忠
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/93690508695992022110

碩士 === 元智大學 === 管理研究所 === 94 === The research objective is to find out causes that presently impact the communications between the medical practitioner and the patient. The complaint cases filed by patients and recorded by the Social Service Section of one medical center are analyzed and a statistical report is attained. The statistics shows the most commonly filed complaints from the patients, issues, complained subjects and so on. Of issues listed on the top of complaints are “poor attitude” and “medical practitioners” as the most complained subjects. The two issues are earmarked to indicate how the medical practitioner-patient relationship goes. Through the two indicators, more issues such as medical behaviors, perceptions, and personal factors of the medical practitioner and the patient are further examined. Apart from the filed complaints from the patient, the research has also designed a questionnaire based on the medical practitioner’s viewpoints to survey the significance and difficulty exposed by the causes that have impacted communications between the medical practitioner and the patient. Through the questionnaire survey, the medical practitioner’s perception of medical treatment’s importance as opposed to the difficulty exposed in their medical practices is further explored and understood. The primary finds through the research are as follows: 1. The complainant makes complaints mostly through phone call. Most complainants are from the three groups: outpatients, patients for emergency care and inpatients. Among the three, outpatients outnumber the other two. 2. Medical practitioners are the most complained subjects and nurses come next. Most complaints are poor attitudes and communications. July is the month that receives most complaints. 3. On the analysis of most complaints filed out of the above three groups, poor attitudes displayed top the complaint list from the outpatient viewpoints, accounting for 30%. Medical negligence accounts for 20%, from the inpatient group. From the emergency care group, poor attitudes even take a higher share of complaints, 42% to be exact. 4. Considering the medical practitioner’s personal factors, the dominating ones that affect the communications between medical practitioners and patients are too many patients to treat and emotional factors. 5. From the survey on medical practitioners, their concerns on issues are actually more related to the patient’s family and too many repetitive questions raised by them on the patient’s illness conditions 6. On the surveyed perceptions of medical practitioners, to state clearly the prospect and the danger of the illness is the uppermost. To attain a positive interaction between the medical practitioner and the patient, it takes a good and smooth communication. How the medical practitioner enables the patient to sense his medical professionalism and makes the patient feel respected in a short time? Besides the strengthening of medical professionalism and expertise, the medical practitioners need to further their communication skills with the patients to achieve a sensible and smooth interaction and reduce negative impacts on their relationships.