消費者基金會醫療爭議案件之分析研究

A Study on Medical Disputes Handled by the Consumers' Foundation in Taiwan

10.6288/CJPH1997-16-01-07

劉斐文(Fei-Wen Liu)；邱清華(Chin-Hua Chiou)；楊銘欽(Ming-Chin Yang)

醫療爭議 ； 醫療過失 ； 消費者抱怨行為 ； 爭議處理 ； 消費者保護 ； Medical dispute ； Medical malpractice ； Consumer complaint behavior ； Dispute processing ； Consumer protection

中華公共衛生雜誌

16卷1期（1997 / 02 / 01）

77 - 85

繁體中文

本研究以消基會歷年來受理之醫療申訴個案進行調查與分析，寄發203份問卷，得有效問卷100份。重要結果：受訪者面對醫療服務上的不滿，所採取的抱怨行為中，以私下抱怨的傾向最強，向消基會申訴的傾向居次。受訪者中以年齡較大、女性病人、曾有策略性互動、該醫療問題造成病人身體殘障或精神失能、家人或親朋認為錯在醫方者，其抱怨傾向較強。雖然受訪者對消產會的服務，整體而言並沒有顯著的期望差距，但若依照其情境加以分析，則認為醫療抱怨風險越高、對醫療服務的實際感受越差、因與醫師承諾不符而認定有問題、所認定的問題為不良反應、該問題造成病人身體殘障或死亡、自評後果嚴重、親朋認為錯在醫方、家人或非此次問題相關的醫事人員支持求償、由參考團體得知消基會醫療中訴單位者，對消基會服務的期望差距較大。本研究並根據調查結果及相關文獻之研究結果，對醫療服務提供者及消基會提出具體建議。

This study surveyed and analyzed all the cases ever filed complains to the Consumers Foundation because of medical disputes. Out of 203 questionnaires that were mailed out, 100 valid responses were received after two reminding postcards. Important findings are as follows: When dissatisfied with a medical service, the most frequently action taken by respondents was to complaint privately, followed by to report to the Consumer's Foundation. Among the respondents, those ho were older, being female patients, being physically disabled or mentally retarded because of the medical malpractice, having taken strategic interactions, those whose significant others thought the medical staff were to he blamed, had stronger intentions to complain. In terms of respondents satisfaction toward the Consumers' Foundation, the overall difference (gap) between the respondents' expected and actual services received from the Consumer's Foundation was not statistically significant. However, further examination on the respondents' characteristics showed that those who thought the risk to complain was high, those who perceive the medical services were poor, the results were different from what the physician promised, the treatment resulted adversely, the malpractice resulted in disability or death, those who valued the effects were serious, those whose relatives thought the medical stall' were to be blamed, those who were encouraged by their family or other medical practitioners to ask for compensation, and those who knew about the Foundation through their reference group, had worse perceptions about the Foundation's services, Suggestion to medical providers and the Consumers' Foundation were included.