Types and Characteristics of Hospital Crisis
A hospital crisis is an event triggered by some factor that negatively affects the normal order of operation or reputation of the hospital. Below I have prepared an article about the types and characteristics of hospital crisis.
1 Types and phases of hospital crisis
In the contemporary hospital full of uncertainties, doctor-patient disputes are very common, doctor-patient conflicts are quite prominent, the randomness of the crisis in the hospital, the chance of occurrence of a large. The manifestations of hospital crisis events are diversified, and the typology and staging of the crisis is relatively obvious.
1.1 Types of hospital crisis
According to the cause of the crisis can be divided into disaster crisis, credibility (public opinion) crisis, security crisis, etc. December 16, 2005, Liaoyuan City, Jilin Province, inpatient hospital building fire, resulting in 38 deaths. The "Liaoyuan fire incident" was a disaster crisis. 2006, the second hospital of Harbin Medical University had "5.5 million yuan of sky-high medical fees", the hospital for violating the rules and regulations of indiscriminate charging, illegal and illegitimate forging and a large number of alteration of medical documents, irresponsible statements to the media and so on. The hospital's relevant leading cadres were administratively sanctioned, and the director was dismissed from his post. The "overpriced hospital incident" is a credibility crisis. June 21, 2009, the first hospital in Nanping City, Fujian Province, a "medical incident", "medical trouble" forced the doctor in charge to kneel down to the deceased, in the hospital. They forced the doctor in charge to kneel to the deceased, set up a funeral hall in the hospital, vandalized the wards, and hacked a number of medical staff, and 80 medical staff staged a sit-in at the municipal government in order to safeguard the rights and interests of the hospital.
According to the scope of the crisis, it can be divided into internal and external crisis. The crisis inside the hospital will spread to the outside of the hospital after the escalation of the chain reaction, and the crisis will be triggered outside the hospital.
According to the manifestation of the crisis, it can be divided into violent events and nonviolent events. Violent events are often seen in the doctor-patient disputes triggered by mass events, non-violent events are often seen in the hospital's bad behavior by the media exposure, the public questioning and the government's accusations. In violent incidents, hospitals are often the victimized parties, and their behavior will be supported by the government and the public. While nonviolent incidents are often the result of deficiencies in hospital management that are questioned by all parties. Therefore, nonviolent incidents are often more difficult to deal with than violent incidents, and the negative impact on the hospital.
1.2 Staging of the hospital crisis
Once a hospital crisis occurs, it is often not self-sustaining, and requires a certain amount of manpower and energy to deal with, the evolution of the crisis often need to go through a process [2]. Crisis events can be divided into five periods: latency, germination, outbreak, duration and recovery. In the latent period, the crisis is often difficult to detect, at this time, the cost of eliminating the crisis is very low and the results will be very high. In the nascent period, the first signs of a crisis can be observed, and the crisis is somewhat controllable. The latent period and the budding period are the best period for crisis prevention and disposal. When the crisis breaks out, the cost and price of controlling the crisis will be great, and the crisis will be more destructive. Subsequently, the crisis will enter a situation of continuous development, in this period, the crisis prognosis is complex and changeable, is the key period of crisis disposal, the disposal measures are good or bad to determine the direction of the crisis situation. With the passage of time and the implementation of measures to deal with the crisis will gradually enter the recovery period, when the destructive nature of the crisis has arisen, the hospital will be the results of the destruction of the crisis to be repaired and rebuilt, the hospital problem link to improve.
For different types of crises, can be flexible to take different disposal strategies; in the different stages of the crisis, the content of the disposal measures are not the same. Correctly define the type of crisis, divided into crisis phases, is an important basis for decision-making on crisis management.
2 characteristics of the hospital crisisThe hospital crisis occurred in the hospital due to its causes, the occurrence of the special nature of the place, the hospital crisis has the following characteristics:
2.1 predictability
law and order crisis, public opinion crisis and other events often have a certain degree of predictability. Such as doctor-patient disputes are often due to individual family members of the diagnosis and treatment of objections, at this time, the crisis is in the latent period or the embryonic stage, such as proactive measures to prevent and control the crisis, will greatly reduce the cost of disposal. To be individual doctor-patient disputes evolve into mass events, the cost and difficulty of crisis management will be greatly increased, the results of the destruction of the crisis will also be more serious. For the foreseeable crisis, the hospital can be in the thought, time, power and public relations to do a good job in preparation for the response.
2.2 Stronger suddenness
As the transformation of the disease is often sudden and unpredictable, the sudden deterioration of the patient's condition is easy to cause sudden disputes between doctors and patients. For sudden crisis, decision makers often do not have sufficient time and information to make procedural decisions, and have to take non-procedural decisions, sometimes in the flash of light instant decision-making. The correctness and authority of non-procedural decision-making is lower than procedural decision-making, therefore, the more sudden crisis, the more decision-making to maintain a clear and calm mind.
2.3 Disposal of lack of resources
In the crisis management, the medical staff of the crisis event management experience is relatively weak, the crisis response sensitivity is poor. In the defense force, with the reform of the hospital management system, the hospital defense function has been gradually weakened, the defense force can not adapt to the needs of the new era of security situation. In terms of information transfer, due to the hospital's refined management, cross-departmental and cross-departmental communication, information transfer is sometimes slow. In the public **** relations, due to the medical industry is more professional, medical behavior is sometimes difficult to be understood by the government and the public, the hospital is difficult to get third-party support and help. Due to the above reasons, hospitals in response to the crisis, disposal resources are relatively scarce, relying on their own power to control, eliminate the crisis has some difficulty.
2.4 Poor transferability
After the crisis occurred in the hospital, the crisis can only be controlled in the hospital, can not isolate the crisis, avoid the crisis and transfer the crisis. Otherwise, the impact of the crisis will be expanded, triggering a crisis outside the hospital. Therefore, when the crisis comes, the hospital can only directly respond to, but can not escape.
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