Except for technical reasons, most medical disputes are caused by services. Therefore, we must solve it by two methods: one is to strengthen the professional ethics education of medical staff, and the other is to establish rules and regulations to regulate and restrict the service behavior of medical staff in order to control disputes caused by poor service quality. Professional ethics education is an effective way to change medical staff's service concept and enhance their service awareness. Carrying out hospital cultural construction activities, post star rating activities, top ten doctors and top ten nurses rating activities, and socialist concept of honor and disgrace education activities can greatly mobilize the enthusiasm of medical staff, continuously improve patient satisfaction and enhance the image of the hospital.
Dealing with medical disputes should be serious, calm and adhere to principles. The hospital should set up a special department to receive patients' complaints. For patients' complaints, we should find out the truth in time and distinguish the responsibilities in a serious and responsible spirit and a pragmatic attitude. For controversial professional issues, experts inside and outside the hospital can be organized to consult or consult relevant experts, and various laws and regulations can be fully utilized to form more rigorous written opinions. If the iatrogenic dispute is not covered up, the parties shall be ordered to apologize to the patients, obtain their understanding and take remedial measures in time; If the circumstances are serious and lead to certain adverse consequences, the patient will be given certain economic compensation according to the situation, and the responsible person will be punished according to the regulations of the hospital, and even the legal responsibility will be investigated. In case of disputes caused by patients' lack of medical knowledge, for example, the adverse consequences caused by normal complications and unforeseen medical accidents are mistaken for medical accidents. Staff can send hospital investigation and expert opinions to patients in written form, actively communicate with patients, patiently publicize relevant medical knowledge to patients, and strive for their understanding. In addition, the results of medical disputes should be notarized to increase the legal effect. When the two sides can't reach an agreement after many receptions, when patients insist on demanding high compensation, and when patients have been making troubles unreasonably and interfering with their normal work, they must adhere to their principles, resolutely refuse their unreasonable demands, and can't let them have any hope. After the hospital delivers the written opinions of the hospital to the patients, it shall inform the patients that they can apply for medical malpractice appraisal. If the patient pesters him not to apply for identification, the hospital should take the initiative to apply for accident identification and solve it through legal channels if necessary. In this regard, doctors should prepare all kinds of evidence and related materials, do a good job of communication with attorneys, actively cooperate with the investigation and evidence collection work of judicial organs, and prepare for responding to lawsuits.
Medical and health work is closely related to people's health and life. People often look at the achievements of economic and social development, the construction of party style and political style, management level and social fairness and harmony through medical and health services. Medical service to heal the wounded and rescue the dying, cure the sick and save people, determines the life and death of patients in a certain sense. Medical staff and patients have a common goal, which is to overcome diseases, reduce pain and ensure health and life safety. Therefore, medical staff and patients must trust, respect, understand and help each other.
Doctors should strengthen doctor-patient communication and build a harmonious doctor-patient relationship. In medical work, communication is also an art. Hippocrates, a famous Greek doctor, once said: "Doctors have two things to treat diseases, one is medicine, and the other is language." It can be seen how important doctor-patient communication is! Doctors should respect patients' right to know and choose diseases, and fully communicate with patients or their families in terms of treatment plan, operation plan, use of special drugs, special examination and special materials, and the condition of difficult and critical patients in time to obtain patients' cooperation. Doctor-patient communication is an information transmission process for medical understanding and for patients' health needs. So that both doctors and patients can fully and effectively express their understanding, wishes and requirements for the activities. Here, doctor-patient communication should also include nurse-patient communication and doctor-patient communication. Good doctor-patient communication helps medical staff to adjust their own or patients' medical concepts, and also helps doctors and patients to understand each other correctly, coordinate their relations and ensure the smooth progress of medical activities. The first thing a patient should do to establish a good doctor-patient relationship is to have a correct attitude towards the disease. Birth, aging, illness and death are natural laws. No matter how advanced modern medicine is, hospitals or doctors are not 100% sure about the treatment of diseases. Patients only have a rational knowledge base ... >>
Question 2: What do you think of the doctor-patient relationship? How do you handle the contradiction between doctors and patients? Listen to the opinions of patients and communicate with them. The root cause of the intensification of the contradiction between doctors and patients is being explored through thinking and rectifying the system. There are various schemes to witness medical reform in various countries, but there is not always the best answer. Whether it is a correct decision or a wrong decision, a wise person should have the ability to govern.
Question 3: How to solve the contradiction between doctors and patients? Everyone is discussing how to solve the contradiction between doctors and patients. My point is that the hospital, as the leading party, must make it clear to patients and their families truthfully: for many diseases, doctors are powerless, and not all diseases can be optimistic. In fact, for cancer, some immune system diseases, and even some sudden cardiovascular diseases, the hospital's treatment methods are limited. The treatment of many diseases is basically that blind cats meet dead mice. It is luck to cure them, but it is also bad luck for patients. As long as the hospital tells the patients and their families about this situation and really tries to treat it, I believe most patients and their families will understand. Furthermore, the hospital should really put more energy into summing up the examination and treatment process to see if there is any need for improvement, and stop blindly making money and randomly examining and treating patients. Of course, as a patient, don't just stare at the medical staff. Although they are professionals relative to patients, the disease is becoming more and more complicated. Patients really need to know that many diseases are not good for doctors. More often, doctors can only be regarded as professional consultants. They can only tell you some professional knowledge, and the final judgment depends on the patients themselves. I know that most people can't accept this kind of words, because patients don't know professional knowledge, how to judge? But this is the current situation in China, because doctors, like patients, are increasingly unprofessional about the science of medicine. Just look it up on the computer and you will find everything they know. But the problem lies in the patient himself, and the exact feeling is only known by the patient himself, so the final judgment can only depend on the patient himself. Otherwise, the higher your expectations of doctors, the greater your disappointment in the future. Especially for diseases like cancer, if you follow the doctor's instructions completely, the final result is that money and people are gone! Only when doctors stop practicing medicine simply to earn money and patients can rationally treat the objective fact that they are sick can the relationship between doctors and patients be truly eased.
Question 4: What is the root of the current contradiction between doctors and patients, how to solve the weakening of people's psychological, spiritual, cultural, economic and social needs, and the one-way solidified thinking of doctors. In addition, the sensitivity of patients is high, and the subjective feelings of doctors are not high. Coupled with the frequent occurrence of malignant medical injuries and non-objective reports based on online media, the medical load of large and medium-sized public hospitals is too large. Patients focus many factors on your medical staff, which is caused by poor communication between doctors and patients and the inability to understand and trust each other.
Pay attention to humanistic care, the doctor-patient relationship is not empty, not someone else's, but realistic, pay more attention to the psychological needs of patients and their families, know more, feel more, think more and understand more, give care, and then establish a trust and cooperation relationship around the technical problems of diagnosis and treatment.
Question 5: How to effectively solve the contradiction between doctors and patients in China Since the beginning of this year, vicious incidents of violent conflicts between doctors and patients have occurred frequently, causing anxiety from all walks of life. On September 15, a tragic bloody case occurred in Beijing Tongren Hospital. Xu Wen, a 43-year-old female doctor, was stabbed 17 by a patient and fell in a pool of blood. A week later, another ophthalmologist was injured by the patient. On September 2 1, a violent conflict broke out in wuhan union hospital, Hubei Province. A 70-year-old patient died of a complicated illness, and his family members gathered dozens of people to attack the hospital with weapons because they disagreed with the hospital's conclusion. On August 23rd, a bloody battle took place in the First Hospital of Nanchang City, Jiangxi Province. Hundreds of people armed with sticks, harpoons and steel pipes went to the hospital to make trouble and clashed with security guards. Recently, the contradiction between doctors and patients has attracted much attention. We ponder: Why is the contradiction between doctors and patients rising again and again? How to solve the contradiction between doctors and patients in China? The doctor-patient relationship is a specific medical relationship between medical staff and patients in the medical process, and it is the key to medical interpersonal relationship.
Seagris, a famous medical historian, once said: "Every medical action always involves two kinds of parties: doctors and patients, or more broadly speaking, in the society of medical groups, medicine is nothing more than the multi-faceted relationship between these two kinds of people." This passage brilliantly expounds that the most essential thing of the whole medicine is the doctor-patient relationship. Tan Xiaofang, a famous enterprise management expert, believes that the high development of modern medicine has further expanded this concept, and "medicine" has expanded from a simple medical group to all hospital staff involved in medical activities; "Suffering" has also expanded from a simple doctor to every related social relationship. The doctor-patient relationship in medical activities consists of technical relationship and non-technical relationship. Non-technical relationship refers to the social and psychological relationship between medical staff and patients in the process of medical treatment, which plays an invisible role in medical effect.
Tan Xiaofang, a famous enterprise management expert, said that the essence of the doctor-patient relationship is "the same interests". Because "doctors" and "patients" not only have the common goal of "overcoming diseases and recovering as soon as possible", but also rely on the superb medical skills of doctors and the confidence and active cooperation of patients to overcome diseases. Fighting against diseases is the common responsibility of both doctors and patients. Only when doctors and patients cooperate with each other and actively treat can better therapeutic effects be achieved. In the process of resisting and treating diseases, both doctors and patients are in a key position. The patient's desire for rehabilitation should be realized through medical treatment, which also deepens the understanding and knowledge of medical science and improves the diagnosis and treatment skills in the process of diagnosis and treatment of diseases. In the face of diseases, doctors and patients are allies and united front, and they should encourage each other to overcome diseases together.
Maintaining a good doctor-patient relationship requires the joint efforts of both doctors and patients. An interesting folklore can be used as a footnote. Sun Simiao, the drug king of the Tang Dynasty, went out to collect herbs and met a tigress who opened her mouth to get in the way. The followers thought that the tiger was going to bite people and ran away, but Sun Simiao saw that the tiger had an unspeakable disease. It turned out that the tigress was stuck in her throat with a long bone, and she came to get in the way for medical treatment. Sun Simiao took out the foreign body for him, and the tiger gladly left. A few days later, Sun Simiao passed by here on his return trip, and the tiger and tiger cub were waiting to meet him at the roadside.
Teacher Tan Xiaofang believes that this story illustrates at least two truths: First, even if a tiger that eats people is sick, doctors should treat them with kindness, let alone sick people; Second, even a tiger that eats people is grateful to the doctor for relieving its pain and responding politely. In a sense, mutual respect, cooperation and interdependence are the most basic characteristics of the doctor-patient relationship.
Doctors and patients used to be like a family. Seeing a doctor is all-inclusive. Doctors don't have to think about making money and prescribe whatever medicine they need. Now there are not so many patients. Doctors can ask questions carefully when they make house calls, unlike "fixing" a patient in a few minutes now. During the Chinese New Year holiday, many old patients in the hospital will come back to visit relatives and send some taro chickens and ducks to some old Chinese medicine practitioners, which is very thoughtful. The focus of the new medical reform is to return medical services to public welfare. * * * It is necessary to increase investment and supervision of health services. Doctors should not only focus on money, but also vigorously advocate "benevolence" to promote the harmony between doctors and patients.
Teacher Tan learned that * * * is promoting the new medical reform, increasing health investment, reforming the system of "taking medicine to support doctors", achieving full coverage of medical insurance, and gradually enabling people to enjoy basic medical and health services. In addition to the reform of the medical system, medical ethics should also be constantly grasped. "People-oriented, benevolent doctors and sincere doctors" are the core values of traditional medical culture in China. These principles are not simply engraved on the plaque, but should be kept in mind. Only in this way can the tense doctor-patient relationship be effectively alleviated.
With the popularization of bio-psychological-social medical model and the arrival of the new century
Question 6: What is the root cause of the current contradiction between doctors and patients? The fundamental reason for how to solve the current contradiction between doctors and patients is that the state has not invested enough in medical care.
In the language of textbooks, it is a reflection of the contradiction between people's growing material and cultural needs and backward social production in the medical field.
There are only two solutions, one is to improve social productivity and make the cake bigger, and the other is to give more medical care when dividing the cake.
Question 7: How to strengthen communication between doctors and patients, reduce contradictions between doctors and patients, improve communication skills between doctors and patients, reduce contradictions between doctors and patients, and create a harmonious medical environment.
A survey by the World Health Organization found that when a patient complained about his illness, the average time he was interrupted by a doctor was 18 seconds. When patients want to express their views on treatment, doctors have prescribed prescriptions at the first time ... Senior experts from Hefei One Plus One Hospital said that more than 90% of doctor-patient disputes stem from improper communication between doctors and patients, so every medical staff should master the skills of communicating with patients and strengthen humanistic attention to patients' social and psychological needs. Research shows that patients and the public are most dissatisfied with doctors, often because of their poor communication skills, not their professional skills. According to reports, some doctors often proceed from their own point of view when conducting diagnosis and treatment, and rarely consider the patient's thoughts; Even rely too much on some high-tech instruments in diagnosis and treatment, and are unwilling to spend time communicating with patients.
Medical staff should not only communicate with patients, but also master communication skills. The communication between doctors and patients is professional, and doctors should play a leading role. It is wrong to complain about patients' poor expression ability. Doctors must be sincere and approachable, and have the desire and motivation to help patients relieve pain and promote rehabilitation. It is no exaggeration to say that communication skills are indispensable for doctors. The following speech focuses on communication skills:
1. Listening: This is the most important and basic skill, but unfortunately, it is often overlooked by busy doctors. Doctors must listen to patients' complaints with patience, concentration and concern as much as possible, and respond, such as changing expressions and eyes, nodding to say "hmm", or simply inserting "I heard clearly" and so on. Patients with toothache, in particular, often worry about the pain caused by doctors' treatment, especially fear and doubt about the sound of dental drills and dental instruments. Doctors need to patiently explain that dental treatment in regular hospitals has changed from "painless treatment" to "comfortable treatment" to eliminate unnecessary fears. Of course, the patient's narrative should not go too far from the topic, and the doctor can politely remind the patient to get back to the topic. In a word, listening is the most important step to develop a good doctor-patient relationship. Mistakes in diagnosis are often caused by doctors' insufficient listening.
2. Acceptance: Believers are doctors, and patients should trust and accept doctors. Patients or their families who don't trust doctors and are treated by doctors are most likely to have disputes. Doctors should also accept patients unconditionally, without any rejection, disgust, disgust and impatience.
3. Affirmation: This refers to affirming the authenticity of the patient's feelings, and shall not be arbitrarily denied. For example, patients complain that "my teeth here are always jumping." Doctors must first affirm the authenticity of patients' jumping sensation and understand patients' discomfort and worry. We should not take a negative attitude towards the patient's thoughts, even if they are obviously morbid, let alone argue with the patient.
4. Encouragement: Appropriate appreciation and encouragement can narrow the distance between doctors and patients.
5. Choice: As the saying goes, all roads lead to Rome. Doctors may have many kinds of treatment schemes and tell patients their advantages and disadvantages. Patients can make different choices according to their own ideas, time schedule, economic situation and so on. Doctors fully respect patients' choice on the basis of treatment effect. Of course, doctors can't accommodate unreasonable or unrealistic demands made by patients, because doctors can't accurately predict the "future".
In order to make the communication between doctors and patients smoother and obtain more comprehensive information, doctors should mainly do the following work: (1) improve their own quality and increase the knowledge and popularity of communication; (2) It varies from person to person, which increases the flexibility and intimacy of communication; (3) Listen carefully and encourage patients to actively provide information; (4) Seeking truth from facts to ensure the authenticity of communication information. (5) Establish a good medical ethics, consciously * * * unhealthy trends that are detrimental to the image of medical institutions, respect the rights and interests of patients, start from ourselves, improve the language art of communicating with patients, and create a harmonious doctor-patient relationship.
Medical institutions should also be strictly self-disciplined. First of all, they should lead a good team, carefully sort out the medical disputes in their own units in recent years, learn from them, improve measures and methods, take various forms to strengthen the education of employees' laws and regulations and professional ethics, truly implement the "patient-centered" activities, further improve the medical quality and improve the service attitude. The second is to strengthen the exchange and training of medical workers and hold more lectures and seminars. Third, * * * relevant functional departments should provide guarantee and support for the hospital to create a good practice environment, and all medical units should take the initiative to communicate with relevant departments to gain social understanding and support. Fourth, increase investment in health care and advanced equipment, especially ...
Question 8: The contradiction between doctors and patients: How to treat and deal with the contradiction between doctors and patients is a big social problem that needs to be solved by the whole society.