Introduction: in order to improve the communication ability of medical personnel, so that the doctor-patient communication to achieve the best results, to meet the patient's diagnosis and treatment needs, and to deal with the doctor-patient relationship. Explore the improvement of the importance of doctor-patient communication through medical personnel, understanding the psychological needs of patients, timely and proactive communication.
How to improve the doctor-patient relationship11 good doctor-patient relationship from the beginning of doctor-patient communication
1.1 Strengthening doctor-patient communication is the need to shape the image of the hospital:
Hospitals, despite the possession of many advanced medical equipment, but in the process of medical services, if there is a lack of spiritual, cultural, and emotional support for the patient. Patients to provide spiritual, cultural and emotional services, it will affect the image of the hospital. Good humanistic care in medical services to be carried out through the medical staff, so strengthen the doctor-patient communication, and patients to establish a good relationship is to shape the image of the hospital.
1.2 Strengthening doctor-patient communication is the need of patients and their families:
Physicians in contact with patients, how to establish a reasonable distance relationship is an important means of sincere communication between doctors and patients. Patients visit the hospital, want to communicate with medical staff on an equal footing, gain respect and enjoy the right to be fully informed.
Medical personnel can tell the real condition. More to win the patient's cooperation and family support, so that the treatment to achieve better results. Doctors in the use of drugs, inspection, change the treatment program may occur. According to different objects to selectively inform, so that both respect for the patient, but also closer to the doctor-patient relationship, better able to avoid possible conflicts, the patient visits, especially eager to medical personnel care, warmth and consideration, and thus the language of medical personnel, expression, gestures, behavior is extremely concerned about the way, sensitive. If the medical staff is a little negligent, it will cause misunderstanding, and even lead to doctor-patient disputes.
1.3 Strengthening communication between doctors and patients is the need for medical staff to carry out medical work:
The World Health Organization has done a survey: when the patient complained about the symptoms, an average of 19 seconds was interrupted by the doctor Chuan. Medical personnel to strengthen communication with patients, when the time to reflect the patient careful, patient, care and love, everywhere reflecting the humanization of the patient's service, is the inevitable trend of the development of medical services, but also indispensable to the work of medical services. The whole process of medical services, all the doctor-patient contact as a real moment to grasp, will receive twice the result with half the effort.
The so-called real moment refers to a specific time and a specific place, the service provider to seize the opportunity to provide services to customers, show the quality of service time, in the process of medical services, the patient is mainly through these real moments to feel the quality of medical care is good or bad. Hospital window service, doctor's consultation, bedside shift, room inspection, etc. are the real moments of medical service.
1.4 Strengthening doctor-patient communication is the need for the development of medical science:
Doctor-patient communication through language, mutual trust appears to be very necessary. Only medical personnel to strengthen communication with patients, fully respect the patient's right to know, the right to choose, the establishment of a good doctor-patient relationship, in order to make the patient actively support, cooperate with the medical work, in order to make the medical workers have a good state of mind to engage in the cause of medicine, to promote the development of medical science.
2 Doctor-patient communication in the doctor-patient conflict is objective
2.1 The complexity of medical science:
There are a lot of unknowns in the field of medical science, some of which have not yet been able to solve the solution, at the same time, the medical staff has a high level of medical technology. There are high and low levels of medical skills among medical professionals, and different equipment and levels of medical institutions. Even in developed countries, there are problems that cannot be solved, so no hospital or doctor can cure all diseases. The patient's high expectations of medical outcomes are also a cause of tension between doctors and patients.
2.2 The professional quality of medical personnel to be improved:
In a small number of medical personnel there is a hard and cold attitude of service, the level of medical technology is not high, the quality of the profession is low, in the medical ethics of the medical style of the existence of a number of unhealthy wind, the number of people, but the impact of the extremely bad. Therefore, medical personnel must strive to improve the quality of professional ethics.
2.3 Medical system and mechanism there are obvious deficiencies:
With the establishment of the health insurance system, changed the public labor insurance system, the implementation of the basic medical care, the use of medication has been restricted, the patient has to bear a part of the funding, when the patient's psychological ability to bear the reduction of the patient, often the dissatisfaction vented to the hospital or medical staff.
3 measures to improve the doctor-patient relationship
3.1 Ensure that the communication channels between doctors and patients are smooth:
By constantly improving the humanistic knowledge and skills of medical personnel, improve interpersonal skills, improve the ability to communicate with patients in language, so they dare to communicate, good at communication, both in the hospital and in the hospital. Communication, good at communication, both mastery of principle, but also grasp the flexibility of the patient as a loved one, more patience, the establishment of a cordial friend-like relationship, and constantly win the patient's trust and understanding. In the doctor-patient relationship, the doctor is in an active position, the patient is in a passive position, to grasp the initiative, targeted guidance, to achieve the target.
3.2 Improve the quality of medical services is the premise of communication:
Strengthen the communication between doctors and patients, the core is to promote the continuous improvement of the quality of medical services, the quality of medical services not only rely on the technical level of medical personnel, medical morality, medical facilities, another important aspect is the patient's cooperation and support, in order to get the patient's cooperation and support, it is necessary to strengthen the cooperation with the patient and the patient. Another important aspect is the cooperation and support of patients, to get the cooperation and support of patients, it is necessary to strengthen the communication with patients and their families, so that patients and their families understand the diagnosis and treatment program, cost and effect of the disease. The first step is to make sure that you have a good understanding of what is going on in your life, and that you have a good understanding of what's going on in your life.
3.3 Pay attention to the patient's psychological guidance:
In the process of clinical diagnosis and treatment, patients will encounter many difficulties. Some difficulties will make the patient produce uncontrollable emotions and over-excited behavior, especially terminally ill, severely disabled and high expectations of the patient, medical personnel must be calm, focus on the patient's psychological guidance, in order to seek the patient's understanding and cooperation, to bring the distance between doctors and patients to reduce misunderstandings, clear psychological barriers to the formation of the **** knowledge.
3.4 Tips for doctor-patient interactions:
Language skills are very important in doctor-patient interactions, involving the doctor's basic qualities, careful observation, patient listening, tactful conversation, enthusiastic encouragement, serious explanation and other skills are very important in communication. The only good starting point, there is no appropriate way, often do not achieve good results.
3.5 Pay attention to the image of medical personnel and etiquette of the environment:
The instrumental image of the medical staff can give the patient a first impression, beautiful environment to increase the sense of comfort to the patient, the medical staff of the patient's appropriate address is to establish a good communication start, the patient's enthusiasm, openness, sincerity, humor, trustworthy, loyal, Patients have respect and trust for enthusiastic, open, sincere, humorous, credible, loyal and responsible medical staff. They hate hypocrisy, disrespect, selfishness, jealousy, stubbornness, pride and coldness of medical staff. When interacting with a patient, play to your strengths, observe the patient's reactions closely, and give the patient room to think. Saying a pleasant goodbye to a patient can lay a good 'foundation' for future interactions.
3.6 Continuous introduction of competition mechanism:
The introduction of competition mechanism in medical work, so that medical staff have a sense of pressure, sense of crisis, correctly grasp the consequences of not treating patients well, the real implementation of the superiority of the inferiority of the inferior, the award of the good and the punishment of the poor.
3.7 Continuously improve health regulations and systems:
In the doctor and the patient are to comply with health regulations. Under the premise of improving the quality of medical personnel themselves, the improvement of health regulations is a must, there should be a unified, persuasive, relatively fair, authoritative, and can really play a role in restraining the doctor and patient and resolve the contradictions of the regulations, the rules and regulations of the proven, should be strictly enforced, which is to ensure that the quality of health care services of the legal basis. We should also learn from the advanced experience of foreign countries and improve the management system with the actual situation.
How to improve the doctor-patient relationship 2Along with the continuous reform of network technology, people's lives have changed dramatically in a subtle way. According to China's recent network information center research data show that the size of China's Internet users has grown to 56.4 billion, and cell phone Internet users also reached 4.2 billion of the huge scale, these changes have caused the social relations continue to change and diversification. Under the change of the times, the doctor-patient relationship, as an indispensable part of the medical industry, has inevitably been affected and led to many changes. And these effects are like a double-edged sword, bringing both positive and negative effects, this series of changes urge today's society has to rethink the current doctor-patient relationship, put forward and formulate coping strategies.
1 network environment to bring the impact of positive energy
1.1 to enhance the level of medical knowledge of patients
With the continuous popularization of network knowledge, people are constantly improving their lives through the network. As medical knowledge continues to be updated and popularized on the Internet, patients will be able to know useful information related to the disease through the Internet, have a more rationalized understanding of the disease, and understand that medicine is not omnipotent, and the reliance on medical technology will become reasonable, and continue to enhance their own awareness of the risks. People will try to think about the disease from the doctor's point of view, and slowly accept the different results. The number of knowledgeable and rational patients will continue to increase, and the conflict between doctors and patients will be slowly reduced, and the relationship will develop in the direction of harmony. Of course, the Internet will also promote the mutual sharing of knowledge, the doctor's expertise will also be greatly enhanced.
1.2 Strengthen the effective communication between doctors and patients
Effective doctor-patient communication is a key strategy to build a harmonious doctor-patient relationship. According to a survey conducted by Sun Yat-sen University, 357% of people believe that "providing more communication channels between doctors and patients" is the main measure to build a harmonious doctor-patient relationship, and the importance of doctor-patient communication is gradually being discovered. At present, with the popularization of network technology, a large number of network medical information platforms such as "39 Health Community", "Good Doctor Online", "Seek Medical Help" and so on are rapidly emerging, and a brand new platform for doctor-patient communication has emerged. A brand-new platform for doctor-patient communication has emerged. Take "Good Doctor Online" as an example, the website has established a database with real information of 2.47 million doctors, and about 250,000 senior doctors of state-owned hospitals use real names to communicate with patients online, and the latest data show that the amount of doctor-patient communication is as high as 550,000 times a day. In today's network era, patients can consult their doctors about their illnesses on the Internet, and the doctors use their time off to help patients solve their doubts. What cannot be ignored is that in the communication on the network medical information platform, doctors and patients have relatively more reasonable attitudes, which makes the doctor-patient conflicts will be greatly reduced. Doctors and patients to carry out the necessary communication in advance, as far as possible to minimize the face-to-face communication is prone to conflict, but also to enhance the efficiency of medical treatment.
1.3 Mutually beneficial information exchange
The development of the Internet has prompted doctors to start information technology and networking. Analysis of the 2007 Ministry of Health Statistics and Information Center on the status of information technology statistics of 3765 hospitals across the country, found that in terms of cost and management, hospital networking has been 80% of the use. The emergence of digital hospitals, wireless room checking, electronic medical records, remote consultation and many other products and achievements of informatization has greatly improved the efficiency of medical treatment and allowed patients to have a flexible, warm and fast experience of medical treatment. What is more worth mentioning is that the informatization environment has brought many conveniences to doctors and other staff, saving manpower, time and material resources, and upgrading the service quality of hospitals to a more humane and rationalized level, which, to a certain extent, provides the possibility of establishing a harmonious doctor-patient relationship. At the same time, the major hospitals have gradually strengthened the construction of online hospitals and publicity, more hospitals in the website are set up humanized doctor-patient online communication section, which is not lost as a new platform for doctor-patient communication, a new way.
2 network environment to bring the negative energy impact
2.1 "robot" doctor appeared
Hospital information technology has a good and bad different impact. Hospital information systems, such as image archiving and communication systems, electronic medical records, and the networking of different departments such as the laboratory, are theoretically designed to save doctors' time, saving them time to communicate effectively with their patients. This is not the case, the actual situation is that the doctor and patient are separated by the cold machine, the doctor is only mechanically concerned about the computer, and even some doctors similar to "robots" and the patient almost nothing to say, indifference to a variety of laboratory tests, prescriptions. This makes the contradiction between doctors and patients escalate, the conflict is more acute, and the purpose of the hospital information technology is contrary to.
2.2 "Problematic" patients generated
The site is quite a lot of many medical institutions or illegal organizations for their own selfish use of network advertising platforms, to provide patients with unrealistic medical information, the average patient may be due to a lack of professional knowledge from the network to obtain information in the case of unknowing, all included, and even some of the information itself is wrong. Even some of the information itself is wrong, which makes in the "knowledge-based" patients appear at the same time there will also be some "problem-based" patients, and patients come to the hospital to see the doctor at the same time will often use their own knowledge of the error to question the doctor. If the doctor at this time, did not correct the patient's error in time, carefully explain the relevant circumstances of the disease, there will be a lack of trust between the doctor and the patient, the doctor-patient conflict intensified, into another dead end.
2.3 "Fermented" Information Circulation
Rapid, timely, and wide-ranging are the characteristics of network information dissemination in the new era. Therefore, in this case, once a medical dispute, doctor-patient accidents, etc., patients and their families not only can carry out the conventional channels to protect their rights, at the same time you can use the Internet technology, network complaints, but often the patient is from their own standpoint to tell, not inevitably some deviation, exaggerated rendering of the process of medical disputes. It must be recognized that some patients complain about the content of the truth, but also can not be denied that some patients do not know what happened, only through the network platform to vent their dissatisfaction. When these inaccurate information into the network communication channels after the fermentation and escalation of hospitals and doctors will have a very bad influence, the results will make the doctor-patient conflict continues to escalate, the doctor-patient relationship is facing the network information dissemination of a huge threat to this kind of problem needs to be resolved.
3 Suggestions for improving the doctor-patient relationship in the network environment
3.1 Benefiting patients
First, patients should have a proper understanding of medical knowledge through the network to improve their awareness of the risk of disease, think in terms of the doctor's point of view, and appropriately plan for the expectations of the medical, to enhance the rationality of their own view of medical treatment. Secondly, patients can strengthen their knowledge level about diseases through the fast way and effective information provided by the network, use the network medical information platform and other interception of correct medical information, reduce the irrational exchanges that exist in the process of doctor-patient exchanges, take the initiative in communicating with medical personnel, and positively face the problems in the process of medical treatment; lastly, as a qualified citizen of the 21st century, it is necessary for patients to improve their own Finally, as a qualified citizen of the 21st century, it is necessary for patients to improve their own quality, effective use of Internet technology, in the case of true reflection of the facts to seek help from the network, do not exaggerate the facts, on the facts, so that the network environment for the benefit of the patients, the benefit of the general public.
3.2 Training of medical staff
Medical staff must actively change their mindset to optimistically face a series of changes in the doctor-patient relationship in the network environment and the many impacts, and can no longer face the new doctor-patient relationship with the attitude of the past. First of all, medical staff must understand the network environment to bring many challenges to the medical, positive and accurate understanding of the development prospects of information technology platform and the unstoppable momentum. Medical personnel can use the time after work, after completing the doctor's own tasks, and more communication with patients. Secondly, medical staff should continue to learn medical knowledge and improve their professional ethics, so that they can bring reasonable results to patients through their own professional knowledge and experience when facing both "knowledge-based" and "problem-based" patients. Finally, medical staff can take advantage of the many conveniences brought about by the widespread implementation of information technology to devote their free time and energy to patient communication, which plays an important role in the doctor-patient relationship.
3.3 Improvement of network medical information environment construction
The diversity of network information forces the relevant departments to strengthen the network medical information environment construction work. First of all, the government has an important role in this work, but also has a great responsibility, on the one hand, should increase the supervision of medical websites, unswervingly combat illegal organizations and false information on the proliferation of websites; on the other hand, can be created to government departments as the head of the official medical information platform and medical website, the government departments to participate in the management of the site to ensure that the safety and accuracy of the information.