Mechanism for Prevention and Disposal of Medical Disputes This mechanism is formulated in combination with the actual situation of our hospital in order to prevent the occurrence of medical disputes, do a good job in post-dispute disposal, effectively protect the legitimate rights and interests of patients, hospitals and medical personnel, and maintain normal medical order.

I. Prevention of medical disputes (1) Strengthen medical staff's awareness of law, quality, safety, responsibility, legal practice and honest service, establish a legal concept, ensure medical safety and prevent medical disputes. 1. Regularly organize medical staff to learn relevant laws, regulations, rules and regulations, responsibilities and norms at the hospital and branch level, so that they can know how to protect themselves with legal weapons. More importantly, medical staff can consciously practice medicine according to law and serve in good faith, effectively avoiding the occurrence of medical disputes. 2. Further strengthen the legal education, humanistic quality education, medical quality and safety education and medical ethics education of medical staff, and take various forms of education such as self-study, collective training and knowledge contest as supplements to continuously improve their ideological awareness and cultural literacy. (two) to strengthen the study, training and assessment of the knowledge related to the quality of diagnosis and treatment at the hospital and department levels, and comprehensively improve the professional quality and technical level of medical personnel. 1. Strengthen the training and assessment of "three basics and three strictness" and strengthen the basic skills training of medical staff. 2, medical staff to seriously implement the core system of medical care, diagnosis and treatment of nursing routine and technical operation specification, and regularly/irregularly organize learning and assessment. 3, improve the writing level of medical care documents, be objective, true, standardized, timely, accurate and complete, and do a good job of keeping. 4. Fully respect the patient's right to informed consent and choice, and earnestly fulfill the obligation of informing and sign the consent procedure for invasive surgery, antibiotic use and informed consent of surgery. 5, do a good job in the guidance and training of higher-level doctors to lower-level doctors, and constantly improve the professional quality and technical level of lower-level doctors and nurses. 6. From time to time, send the business backbone of the department to the superior hospital for further study, actively participate in academic exchanges and technical seminars inside and outside the hospital, constantly broaden their horizons, and at the same time do a good job in applying what they have learned to improve the professional quality of all staff. 7, to carry out new technologies and new businesses, and make full preparations for demonstration, scheme and informed consent to prevent the occurrence of medical disputes. (3) Strengthen the two-level quality control of the hospital, analyze and summarize the unsafe factors inside and outside the hospital, eliminate hidden dangers in time and prevent the occurrence of medical disputes.

1, the hospital quality control organization conducts a comprehensive quality inspection and assessment on all subjects every month, except for occasional spot checks. Supervise the implementation of medical and health regulations, rules, responsibilities, norms and routines by various departments and medical personnel, dynamically analyze, evaluate and follow up the medical defects and problems found in medical work, formulate improvement measures, strictly control the quality, and make the whole process of diagnosis and treatment reach a standardized, institutionalized and scientific level. 2, department quality and safety management team at least twice a month to check the undergraduate medical quality and safety work, especially the key parts, key links, key personnel, found medical hidden trouble, timely correct, and make corresponding records. 3, the department held a quality and safety management meeting once a month, summarize and analyze the recent quality and safety problems, put forward rectification measures, eliminate hidden dangers in time, and prevent the occurrence of medical disputes. 4. Hospitals and departments regularly organize medical staff to analyze and discuss recent medical disputes inside and outside the hospital, find out the subjective and objective reasons, sum up universal experiences and lessons, and take targeted precautions. (4) Strengthen communication between doctors and patients to prevent medical disputes. 1. Change the concept and implement the service of smiling for all employees: give patients positive psychological hints with sincere smiles, give their families good spiritual comfort, ease the tension between doctors and patients, gain the trust and cooperation of patients and their families, and lay the foundation for establishing a good relationship between doctors and patients and nurses and patients. 2. Strengthen training and attach importance to communication skills: master certain communication skills, so as to achieve the first priority, the second priority, the third proficiency, the fourth attention and the fifth avoidance. So as to build a bridge between medical care and patients and their families. 3. Empathy, understanding patients' needs, meeting patients' needs to the maximum extent, reducing stimulating factors: meeting patients' needs in multiple ways and at multiple levels, and constantly improving the work, such as improving the medical environment, providing convenience measures, and making drug prices public. 4. Strengthen communication among doctors, nurses and patients: based on solid theoretical knowledge, excellent operational skills and a responsible working attitude towards patients, and with appropriate communication skills as a bridge, the three parties communicate with each other in time on the patient's condition, diagnosis, treatment and nursing, and reach an agreement. When necessary, the head nurse is responsible for coordination to reduce and avoid differences in subjective analysis and judgment, so as to avoid medical disputes. (5) Strengthen the management of interns' teaching and effectively prevent medical disputes caused by interns. 1, the science and education department should do a good job in pre-job training for interns, including medical ethics, medical laws and regulations, rules and regulations, job responsibilities, medical document writing norms, doctor-patient communication, safety education, clinical practice skills, etc.

2. Each teaching and research section should assign experienced and responsible senior medical staff to take charge of teaching, strengthen the training and assessment of interns in the process of teaching, strive to improve their theoretical knowledge, operational skills and emergency ability, and do a good job of mentoring. 3. The quality and safety management team of the department strengthens the real-time monitoring of interns, so as to "watch and let go". (six) to guide and standardize patients' civilized medical treatment. 1, medical staff have the responsibility to guide patients to establish a correct concept of medical treatment and put specific work in place, such as strengthening the publicity and popularization of medical knowledge and related legal knowledge, and clarifying patients' rights and obligations. 2, standardize the patient's civilized medical behavior. Formulate a civilized medical convention and clearly inform patients and their relatives about relevant matters. (seven) improve the early warning mechanism of medical disputes, various safety management systems, medical accident prevention plans and procedures. In order to facilitate medical staff to master related matters, do a good job of self-protection and effectively prevent the expansion of medical disputes. (eight) actively promote the medical liability insurance system.

Two. Disposal of medical disputes (1) Disposal principle: Medical disputes should be handled in accordance with the principles of openness, fairness, legality, harmony and high efficiency, adhere to the scientific attitude of seeking truth from facts, and ensure clear facts, accurate nature, clear responsibilities and proper handling. (II) Handling methods: According to the Procedure for Handling Medical Disputes in our hospital and the severity and progress of the incident, there are mainly the following handling methods: 1. Interpretation and coordination of departments: once a medical dispute occurs or may occur, medical staff should attach great importance to it, handle it properly with a positive attitude, report to the department director and head nurse at the first time, and assist in the work. On the basis of understanding the facts, the director of the department should form a medical dispute handling team with the competent medical staff when necessary, and be responsible for explaining and persuading patients and their families to solve medical disputes as much as possible. 2. Dispute Office, Medical Department/Nursing Department reply and coordinate handling: responsible for investigating, replying and coordinating medical disputes reported by departments or directly visited by patients. 3. Handling according to law: Medical disputes that cannot be resolved through consultation shall be brought to court by patients or hospitals, and the Dispute Office shall be responsible for technical appraisal, judicial appraisal and court proceedings related to medical accidents. 4. Third-party coordination: establish a third-party mediation mechanism for medical disputes. Under the guidance of the judicial administrative department, the People's Mediation Organization for Medical Disputes will intervene in the mediation of medical disputes as an independent third party, build a communication platform for equal dialogue between doctors and patients, bring medical disputes into the channel of rational problem solving, and promote the faster and better resolution of medical disputes.