Keywords: hospital; doctor-patient communication; doctor-patient relationship
Patient-centered, implementation of doctor-patient communication is a brand new service model and way of thinking formed by the hospital to adapt to the reform of the socialist market economy system. With the rapid development of modern science and technology, medicine is moving at an unprecedented speed towards the transformation of bio-psycho-social medicine model. People-oriented humanized service is embraced by more and more service users.
1 Good doctor-patient relationship begins with doctor-patient communication
Doctor-patient relationship is the most basic interpersonal relationship in medical practice, and the coordination of this relationship directly affects the entire medical and health care field of practice and benign operation. Good doctor-patient communication is to realize the patient-centered, reduce the patient's physical and mental pain, to create the best physical and mental state of the need to promote understanding and support between doctors and patients, to improve the effectiveness of treatment.
1.1 Strengthening doctor-patient communication is the need to shape the image of the hospital Hospital, despite having many advanced medical equipment, but in the process of medical services, if the lack of spiritual, cultural and emotional services for patients, it will affect the image of the hospital. Good humanistic care in medical services to be carried out through the medical staff, so strengthen doctor-patient communication and establish a good relationship with patients is to shape the image of the hospital.
1.2 Strengthen doctor-patient communication is the need for patients and their families Most of us are familiar with this scenario - the patient sits down to the clinic, always move the chair in the direction of the doctor, to the physician close, which of course, will not be completely unconscious behavior, interpersonal distance is also a means of communication. Close to the physician, is to feel the pain of the disease patients from the physician's side of the concern and love of the expectations. Physicians in contact with patients, how to establish a reasonable distance relationship, is an important aspect and means of sincere communication between doctors and patients. The patient to the hospital to see the doctor, want to communicate with the medical staff on an equal footing, get respect, enjoy the right to be fully informed - know the condition is the minimum requirement. If you do not understand your condition, it is not easy to understand the medical program, and may also lead to conflict. If medical personnel can tell the real condition, it is more likely to win the cooperation of the patient and the support of the family, so that the treatment can achieve better results. Doctors in the use of drugs, tests, 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 relationship between doctors and patients, and better able to avoid possible conflicts. When the patient visits the clinic, especially eager for medical personnel's care, warmth and consideration, and thus the language, expression, gesture, behavior of medical personnel is extremely concerned about, sensitive. If the medical staff a little negligence, it will cause misunderstanding, and even induce doctor-patient disputes.
I have heard that in a hospital there is a physician always get the patient praise, when the survey to the patient, many patients mentioned "is a feeling", "can not say the feeling". Ask the patient to give specific examples, many patients, many examples of a **** the same content, the physician in the bed with the patient to speak, diagnosis and treatment, "he is always bending down, leaning forward, so that people feel kind and considerate" [1]. Here the doctor's body posture, behavior is the medium of communication, can let the patient feel the care and consideration of the doctor. It can be seen that the doctor-patient communication is multifaceted, at any time, everywhere in the occurrence and carry out.
1.3 Strengthening doctor-patient communication is the need for medical staff to carry out medical work A consultant of the World Health Organization has done a survey: when the patient complained of symptoms, an average of 19s was interrupted by the doctor [2].
In the work of medical services, adhere to the patient-centered, humane services, truly respect the patient, caring for the patient, patient service, both on behalf of the interests of the majority of patients, but also on behalf of the majority of medical workers' wishes and interests. Medical staff to strengthen communication with patients, when reflecting the patient care, patience, concern and love, everywhere reflecting the humanized service to patients, is the inevitable trend of the development of medical services, but also indispensable to the work of medical services.
There is such a case, a well-known hospital was complained by the patient in the media, said the physician is not responsible for the patient, very cold. The hospital in the process of dealing with this problem found that the patient in the complaint repeatedly emphasized: "in the entire process of receiving, the doctor did not look up to see me, but actually the prescription out". The hospital checked the medical record and found that the physician had recorded the main points of the patient's complaint, the medication was very symptomatic, and the diagnosis of the condition to the issuance of the prescription was correct, which showed that the physician was conscientious and responsible. Why did the patient complain? It is because the doctor "did not even take a look at me". Is "taking a look" so important? In medical services, "take a look" is indeed important, because when the physician looks at the patient, his eyes will be to the patient to convey sympathy, warmth and care, communication can be completed.
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. The window service of the hospital, the doctor's consultation, the bedside shift, the room check, etc. are the real moments of medical service [3].
1.4 Strengthening doctor-patient communication is the need for the development of medical science Medical science is a practical and risky discipline. In the life process and many diseases, there are still many that have not been fully recognized by mankind, and some have been recognized but there is no proven treatment. Therefore, it is essential for doctors and patients to communicate and trust each other through language. Only medical personnel to strengthen communication with patients, fully respect the patient's right to information, the right to choose, the establishment of a good doctor-patient relationship, in order to enable patients to actively support, cooperate with medical work, in order to enable medical workers to 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 existence of doctor-patient conflict is an objective problem
The contradictory relationship between doctors and patients, is the objective existence of both opposites and unity, it is always throughout the whole process of medical work can not be avoided and covered up, we must correctly understand and treat.
2.1 The complexity of medical science There are many unknowns in the field of medical science, some of which have not yet been resolved, while the medical staff of the medical technology is high and low, the equipment and level of medical institutions are not the same, even in the medically developed countries are also the same problems that can not be solved. Even in developed countries, there are still problems that cannot be solved. Therefore, it is impossible for any hospital or doctor to cure all diseases. The patient's high expectations of medical results 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 in the service attitude of hard indifference, the level of medical technology is not high, low professional quality, in the medical ethics of medical style there are some unhealthy, although the number of people is small, but the impact is extremely bad. Therefore, medical personnel must strive to improve the quality of professional ethics.
2.3 Medical system and mechanism there are obvious deficiencies in the health reform, do not adapt to the development of the times of the old system and mechanism, binding the progress of the reform, but also affect the doctor-patient relationship, the formation of negative impact. With the establishment of the health insurance system, changed the public labor insurance system, the implementation of basic medical care, medication is restricted, the patient and have to bear part of the funding, when the patient's psychological tolerance is reduced, often vent their dissatisfaction to the hospital or medical staff.
3 Measures to improve the doctor-patient relationship
Now many hospitals pay attention to the role of doctor-patient communication in the construction of a harmonious doctor-patient relationship, but also formulated the corresponding system and normative requirements, and some even quantitative requirements (such as: the provisions of the resident 1 week to communicate with the patient 1 time, etc.), these are of course useful, but it should be noted that communication is not just talk. It is incomplete, and even incorrect, to assume that communication is accomplished by talking. Patients have high expectations and keen observations of their doctors. They are not only to the doctor to "listen to their words", but also to "watch their behavior", therefore, in order to play a leading role in the construction of harmonious doctor-patient relationship, doctors need to learn and master a variety of communication tools and use of skills.