護理業務糾紛的危機管理

Crisis Management and Medical Disputes Related to Nursing Practice

醫療照護品質及結果的不確定性，加上民眾的消費意識提昇，使醫療糾紛案件不斷增加，已造成醫療界與病人的困擾。這篇文章針對與醫療機構護理業務糾紛之危機管理與處理的相關論述做一摘要整理，包括四個部分：（1）瞭解危機管理及處理；（2）醫療機構的危機；（3）護理業務糾紛與危機管理；（4）實務應用。希望能提昇護理人員及主管對於危機管理與處理的了解，或有助於與醫療糾紛相關之危機管理實務工作的推動，以減少因危機處理的失當而造成機構及工作同仁在財務及心理上的損失。

The number of medical dispute cases has been increasing, due to uncertainties about medical care quality and outcomes as well as the increased influence of consumer-centered ideology. This situation has created difficulties in the relationships between patients/family members and health care providers. This paper focuses on discussing crisis management and medical disputes as related to nursing practice. Reviewed literature was organized into four parts: understanding crisis management; crises in medical institutions; nursing practice, medical disputes and crisis management; practical implications. The information included in this paper might improve nurses' and administrators' knowledge of crisis management, enhance the implementation of crisis management strategies in medical disputes, and reduce financial losses and psychological distress resulting from inappropriate crisis management.