Wary! The doctor-patient disputes caused by these reasons should be paid attention to by every examiner

Maintaining health and saving lives is the primary goal of medical staff, patients and their families. Doctors and patients should be a unity of concerted efforts, but in reality, TCM-patient disputes occur from time to time, and vicious incidents caused by doctor-patient disputes are constantly reported. Doctor-patient disputes have become a negative existence that seriously plagues the work and life of medical staff.

Although clinical testing does not directly face patients, disputes between laboratory departments and patients have occurred in recent years. Actively exploring the links that are prone to disputes and formulating and implementing corresponding solutions is the key to preventing disputes before they occur.

So, what are the factors that are hidden in daily work and are prone to disputes?

Improper service attitude

Attitude problems are perhaps one of the most common causes of doctor-patient disputes. Looking at the malignant injuries that occur around you, most of them are caused by poor attitudes.

It is strange that there is no doctor-patient dispute with the face, a cold face, a bad attitude, a bad speech, no concern for the emotions of patients or family members.

Resolution initiatives

Correcting the sense of service, improving the level of service, and always holding the concept of quality service for patients are the keys to effective problem solving.

In the face of patients or family members, we must have enough patience, enthusiasm and sincerity to give them confidence and peace of mind, which can not only avoid disputes, but also help to achieve a harmonious doctor-patient relationship.

The assay process is cumbersome

Patients need to complete several steps for laboratory examination: appointment registration, physician billing, outpatient payment, bar code generation, specimen collection, and some specimens need to be transported to specialized laboratories.

Based on the fact that most patients in large hospitals are from other places, they are not familiar with the layout and laboratory process of the hospital, and the departments involved are often not in the same region. Complicated processes that cause patients or family members to frequently run to various floors or floors, or repeatedly wait in line, will cause patients or family members to become anxious. This is also one of the root causes of disputes.

Resolution

Everything is convenient for patients as the starting point, optimize the work process, adjust the layout of the department, give full play to the network function, implement network appointments, network billing, network payment, online guidance, and give patients laboratory guidance online, so that patients are more convenient and easy.

The information identifies the error

Information errors can appear in name, gender, age, diagnosis, specimen type, test item name, etc., in the past or current medical institutions that still use manual test applications, due to the doctor's unclear handwriting, poor patient description, test colleague identification and input information errors, etc., will cause the patient information on the laboratory report to be inconsistent with the actual situation, which is also the reason why patients are most likely to go to the laboratory department to question and discuss.

At present, the collection and entry of patient information is basically networked and informatized, and the probability of patient personal information/identification errors is significantly reduced, but when doctors issue laboratory applications, some of the content is still manually entered, especially the specimen type or project name, and the frequency of errors is more frequent. However, the discovery of errors is often found when the laboratory report is printed and collected, so the patient goes to the laboratory to check the accountability.

Resolution

The problem is moved forward, the information entry training of medical personnel is strengthened, and the risk of disputes is minimized; the inspection department strictly implements the check system and solves the problem before the release of the laboratory report; appropriately expands the authority of the inspection department to modify the information, and some problems are solved on the spot in the laboratory department.

Specimen rejection challenge

Specimen refusal is the key to reducing the quality error before specimen analysis in order to ensure the accuracy of the test results.

However, in the actual operation of this initiative, not only patients, but even medical staff will also be confused or rejected. Specimens of infants and young children, specimens of seriously ill patients, specimens that are difficult to collect (various types of puncture specimens, alveolar lavage fluids, etc.), arterial blood gas analysis specimens, or specimens that are found to be abnormal and need to be re-collected during batch testing after centralized preservation, when the specimens are rejected, it is most likely to occur doctor-patient and medical technology disputes.

Resolution

Strengthen the publicity of medical care and patients, not only to explain the standardized process of specimen collection, but also to explain the reasons and advantages and disadvantages of specimen rejection, in order to improve the pass rate of specimens and obtain the understanding and understanding of medical care and patients when rejecting; for very special or difficult specimens, even if they are unqualified, after full communication with the clinic and detailed notes in the results, they must also be tested and reported results.

Results reporting delays

The development of medical testing has reached a new height, and the value of laboratory results in clinical diagnosis and treatment has become more and more significant. Based on this, clinicians and patients can imagine their expectations for the test results.

However, in the actual laboratory process, there are many situations of reporting delays, such as waiting for patients who collected specimens earlier when performing batch tests for cost reasons, unexpectedly time-consuming when abnormal laboratory results (especially important items) need to be re-examined, equipment failures lead to delays in laboratory tests or re-examination results, and when the number of specimens increases sharply and personnel and equipment are relatively insufficient, the test result report lags behind.

Of course, there are still some unintentional human causes of improper laboratory tests, such as missing items, missing items or project errors, specimens are worn by Zhang Guan li dai, and specimens are lost and missed due to improper storage locations. When these problems arise, it means that the dispute will not be far away.

Resolution

Optimize the laboratory process to shorten the waiting time of patients as much as possible; strictly do a good job in regular and real-time equipment maintenance, and have emergency backup measures; formulate and implement laboratory result prediction and emergency treatment plan; strengthen the sense of responsibility and avoid man-made accidents.

Test results "difference"

The human disease process is dynamic, and its laboratory indicators will also produce dynamic changes, so the test results will be different at different stages. In addition, due to the consideration of cost, sensitivity, specificity and other factors, the test methods and equipment of the project are diversified. The methods and equipment used by various medical institutions and even between different laboratories in the hospital will also vary.

Due to the different methods and equipment, the detection results will vary, and even the reference intervals of different methods will be very different. Based on this, patients will have different results when they are tested in different hospitals, or in different laboratories in the same hospital. Because the patient does not understand the root cause of the difference in results, he will go to the laboratory to question the difference in results. The resulting contradictions, and even intensifying the contradictions between doctors and patients, occur from time to time.

Resolution

Improve the professional quality of the test colleagues themselves, improve the ability to reasonably explain the reasons for the differences for patients or medical care; try to use the same equipment and methods between laboratories in the hospital to avoid differences in the results in the hospital; standardize the timing of specimen collection, reasonably set the frequency of tests, reduce the probability of differences in the results of different disease courses; ensure the consistency of the laboratory methods in each ward, and avoid the difference in results caused by the mixing of different equipment and methods in the same ward.

Extreme test results

Due to the different levels of business quality, or the lack of responsibility of employees, unqualified specimens are not rejected, and the audit of laboratory results is not strict, so that the laboratory often has some extreme results released.

For example, the four results of coagulation in the report, the anticoagulation of poor standards, the electrolyte results of the report, or the yin and yang results of the specimen Zhang Guan li dai, etc., caused clinical misdiagnosis and mistreatment, resulting in a certain degree of economic and mental loss of patients, which is also one of the most common reasons for doctor-patient disputes.

Resolution

Formulate and implement a reward and punishment system, manage people with a system, and continuously improve the sense of responsibility of employees; formulate and implement a professional assessment system to assess and promote people, and continuously improve business quality.

The results are not interpreted accurately

The interpretation of laboratory results is one of the most important services and work contents of today's laboratory departments. And with the establishment of laboratory physician clinics, this work will be more and more popularized and popularized.

In the process of interpreting the results, we must be objective and scientific. For example, the hepatitis B viral load result is 5.0× 102IU/L indicates two points, one of which is true negative and there is no virus; the other is that the viral load in the patient is lower than the sensitivity of the method and cannot be effectively detected. Based on the fact that patients and clinics often think that this result is negative, we must interpret it in place. Otherwise, if the patient tests positive with high sensitivity, or if there are serious consequences in the future (such as the fetus infection caused by the pregnant woman's failure to take antagonistic measures), we will definitely face extremely difficult medical disputes.

Resolution

Improve laboratory business capabilities and accumulate experience in experimental diagnosis.

In short, doctors and patients have a common purpose, and doctors and patients should understand and support each other! As medical personnel, each of us needs to remind ourselves of our responsibilities and obligations as medical practitioners at all times. Constantly improve professional quality, constantly strengthen the concept of service, and truly achieve "often to help, always to comfort, sometimes to cure" for patients, in the long run, the problem of doctor-patient disputes will be solved.

Source: Dean Experimental Diagnosis

Edited by: Yeah Reviewer: Xiao Ran