The relationship between medical personnel and patients is a special kind of interpersonal relationship, and good communication between doctors and patients can help in the diagnosis, treatment and rehabilitation of diseases. When communicating with patients, the author believes that medical personnel should grasp the following principles, that is, to grasp the principle of equality and respect, the principle of sincerity and transposition, the principle of law and morality, the principle of moderation and distance, the principle of restraint and silence, the principle of leeway and differentiation of objects.
1 principle of equality and respect
Medical personnel must treat patients with an equal attitude, and never put up a superior, condescending frame. The so-called equality, one is that doctors and patients are equal, there is no difference between high and low; secondly, equal treatment of all patients, in the eyes of medical personnel should only be patients, and can not take the status of people, take the wealth of people, take people like the appearance of people, there is a pro-alienation. Respect is to respect the patient's personality, respect the patient's feelings. Respect for the patient will get the patient's respect, on the basis of mutual respect, the two sides can carry out friendly communication.
2 Sincerity and the principle of transposition
Sincerity is a guarantee that doctor-patient communication can be continued and deepened. Sincerity makes communication clear and predictable, while insincerity or deception will make people feel insecure and fearful. Sincerity is the spirit, only with a sincere attitude, in order to make the patient feel at ease, in order to make the patient willing to push the heart to communicate. At the same time, medical personnel should think more, stand in the patient's point of view to consider the problem, so that communication to achieve the desired effect.
3 The principle of law and ethics
The doctor-patient relationship is a legal relationship. When communicating with patients, medical personnel should strictly abide by laws and regulations, and effectively abide by medical ethics. Medical personnel should not only use the laws and regulations of their own rights, but also to fulfill their responsibilities and obligations under the laws and regulations. At the same time, must be clear about the patient's rights and obligations under the law, respect the patient's rights and obligations, the two sides in the laws and regulations on the level of communication and exchange. Medical personnel should maintain good medical ethics, never accept benefits from patients, not to mention explicitly or implicitly ask for benefits from patients, which is tantamount to robbing while the fire is burning. Law and morality is the basis of communication between doctors and patients, medical personnel themselves do end, behavior, can win the respect and trust of patients, can be in the communication in an active position.
4 The principle of moderation and distance
Body language is a form of communication, the use of body language should be moderate, in line with the occasion, avoid emotional impulsiveness, exaggerated movements. Such as in the rescue of critically ill patients, if the expression of indifference, or laughing and joking, which not only undermines the image of medical personnel, but also seriously hurt the feelings of patients and their families. When communicating, the distance between the two sides should be appropriate, too close or too far are not good. According to the patient's age, gender, choose the appropriate communication distance. Such as communication with the elderly, children, the distance can be appropriately close to show respect and intimacy, young medical staff of the same age of patients of the opposite sex should not be too close, so as to avoid misunderstandings.
5 Restraint and the principle of silence
The attitude and demeanor of the medical staff, in the eyes of the patient may have a specific meaning, such as the patient may be the medical staff's smile understood as friendly or better information, may be due to the medical staff's frown associated with their own condition deterioration. Therefore, medical staff must grasp their own emotions to avoid sending wrong signals to patients due to inappropriate emotional outbursts. In addition, when communication encounters difficulties, it is also necessary to pay attention to restraining oneself and using cold treatment to avoid intensification of conflicts. Silence is also a kind of restraint, the use of good silence in doctor-patient communication is also essential, especially when the patient or his relatives emotional, with a gentle attitude to keep silent, can let the patient or his relatives have a time to adjust their emotions and organize their thoughts, but the silence should not be too long, so as not to fall into a stalemate and can not continue to communicate.
6 leave room for maneuver and distinguish the principle of the object
Medical personnel involved in the patient's condition, the speech must be measured, to leave room for maneuver, especially for the difficult and critical patients to pay more attention. First, you can not say too full too absolute, such as guaranteeing a cure and so on, even if there is a very good grasp of the words can only be said to eight, otherwise, in the event of an accident, due to the patient and his relatives are not prepared to think, will cause disputes; secondly, in order to attract the attention of the patient should not be too heavy to talk about the condition, increase the patient's psychological burden on the treatment of unfavorable; thirdly, for some diseases, and the patient's relatives should be honest in their communication with patients and patients, and sometimes the need for "good lies". The need for "good faith lies". Medical personnel in communication, communication of the object to have a basic judgment. If the patient's character is cheerful, big-headed, it is necessary to remind the importance of the disease, do not care; such as the patient's character is introverted, on the disease ...... >>
Question 2: The basic principles of doctor-patient communication To adhere to the guidelines of social benefits, to create a hospital of integrity. Establish and improve the doctor-patient communication system to promote doctor-patient communication. Provide exquisite, high-quality technical services, so that patients can rest assured. Strict hospital quality management. Ensure medical safety. The establishment of medical notification system, increase the penalty of mutual understanding and trust between doctors and patients.
Question 3: The nine principles of doctor-patient communication should adhere to the social benefits of the guidelines to create a hospital of integrity. Establish and improve the system of communication between doctors and patients to promote communication between doctors and patients. Provide exquisite, high-quality technical services, so that patients can rest assured. Strict hospital quality management. Ensure medical safety. Establish a medical notification system to promote mutual understanding and trust between doctors and patients.
Question 4: The need for health principles in doctor-patient communication Although we have repeatedly emphasized that the industry should put social benefits in the first place, but it is easy to stay at the level of the general call to become a beautiful and weak indicators. The most serious consequence of the impact of the field economy on and values lies not in their emphasis on economic benefits, but in the misalignment of some of the and in the choice between social and economic benefits. Profit-driven as a strong, realistic force is directing the shape of the behavior of the medical side of the patient's dishonesty behind the refraction of the medical side of the norms of the duties of the indifference to the dilution of the sense of service and the improper pursuit of economic benefits. From accepting red packets of gifts to ask for kickbacks, from excessive to inflated charges, from counterfeiting to the illegal practice of medicine, from the pouring of patients to the famous doctor to go to the hole, a similar trend of damage to the legitimate rights and interests of patients, tarnishing the saintly image of the white angels. There is an urgent need to set up an ethical organization to promote and advocate medical ethical theories, concepts, principles and norms, and to restrain the problem of moral misconduct. The improvement of the moral quality of medical personnel depends on the self-discipline of the profession and on their inner beliefs to restrain themselves.
It is only through the moral rewards and punishments and intellectual incentives within the self-governing medical staff ****some that medical staff can develop a certain degree of medical professional ethics. As an old adage, "medicine is a benevolent art" emphasizes the humanistic nature of medicine itself, and promotes the humanistic attributes of the doctor-patient relationship. Informed consent, independent choice of doctor, do no harm, and optimization of diagnosis and treatment are the basic principles of medical ethics recognized by the international community, which fully reflect the purpose of medicine, the ideals of medical professional ethics, and a high degree of responsibility for patients, sincere and selfless care [11]. In the process of diagnosis and treatment, medical personnel should not only think in terms of technical solutions, but also from the perspective of ethics and morality, so that patients can achieve informed consent, so that they understand the problems they may encounter and get their support. In this way, doctors and patients can easily reach a **** knowledge, as far as possible to avoid the resulting conflicts and disputes between doctors and patients.
Medicine is a practical, technical, risky science, no matter how high the degree of development of social civilization, to completely eliminate the asymmetry of medical knowledge and information between doctors and patients is impossible. The transformation and reshaping of medical science requires the unremitting efforts of every medical staff, which requires medical staff to improve their humanistic qualities, enhance their legal and ethical awareness, strengthen the institutionalization of medical ethics, strict self-discipline and purity of the team. Good doctor-patient relationship should be cooperative, *** with the participation of the organic role interaction. To guide with its actions to be trustworthy, trustworthy, and to understand the needs of patients, learn to communicate with patients. From a clinical point of view, for the patient as a relatively vulnerable body, the full communication of relevant information between the doctor and the patient, the mutual intermingling of emotions, heart to heart interaction, as well as the patient's spirit of comfort, emotional stability, the existence of hope, respect for the personality, and the relevant rights to ensure that are fully embodied as a human being fairness and justice. The physician is the active implementer of behavior, the protagonist in the doctor-patient relationship, and positive
physician behavior will create a positive doctor-patient relationship [12]. Medical personnel in the improvement of professional and technical level, at the same time, to strengthen the medical ethics and relevant laws of the study, establish the idea of serving patients, recognizing that in the service not only to have exquisite technology, but also to have a good reputation for professional ethics; abandon "beg me to see the doctor", "do not worry about not having the patient Abandon the "beg me to see the patient", "no worry about no patient" mentality, to realize the role from the "benefactor" to the "service provider" role change, from the patient's psychological and practical needs, rather than from the point of view of the medical staff or their own perspective, to provide patients with humane services. We should grasp the basic management and quality control, systematize the management system, standardize the operation procedures, and establish a benign operation mechanism for quality management. Patients should trust and cooperate with the medical staff, inform the real situation related to the condition, shall not intentionally conceal or inform the false information that has a significant relationship with health, and shall not intentionally dispute and disrupt the normal working order of the institution.
In short, the doctor-patient relationship is a social and ethical relationship of trust and be trusted, respect and be respected. Improve the doctor-patient relationship, not only to strengthen the construction of medical ethics, improve the attitude and quality of service, but also to allow the whole society to understand the characteristics and nature of medical knowledge and health work, but also to strengthen the relevant legislation, relying on the means of the legal system to safeguard the legitimate rights and interests of both doctors and patients. Only in the understanding, care for patients on the basis of both doctors and patients, and society as a whole *** with efforts to fundamentally change the doctor-patient relationship is not satisfactory.
3 Harmonious doctor-patient relationship depends on institutional change and ethical reconstruction
The service field is an imperfectly competitive field, with characteristics different from other goods and services field, the most typical is the asymmetry of information and natural monopoly of the service provider, the relationship between doctors and patients is manifested as a principal-agent relationship, the patient will be the power of choice of the service ceded to the, if not moderated and regulated, it will give the Opportunities for medical professionals ...... >>
Question 5: What are the forms of doctor-patient communication Hello, (one of the important factors is the lack of understanding and trust between doctors and patients, can not think differently. As a medical worker, in the doctor-patient relationship is in a dominant position, more than the patient has the right to take the initiative and the right to speak, so it should be more positive, more proactive to strengthen the communication between doctors and patients, the first and foremost, that is, we must put ourselves in the shoes of the patient, more than stand in the patient's point of view to think about and improve our work, think about "if I am a patient". If I were a patient, what would I need? If I were a patient, what would I need? I would like to have a warm, quiet, clean and comfortable medical environment; I would like to have a well-organized, convenient and quick medical procedures. If I were a patient, I would like to be treated by skilled medical personnel with a meticulous spirit; if I were a patient, I would like to receive quality and efficient services at a reasonable price. If I am a patient, I also hope that there is a smooth communication channels between doctors and patients, and medical staff to get along with equality, when in need of help, no longer at a loss. As a patient, the most worried about two things, one is the quality, the second is the cost of expenditure. At this time, through the establishment and improvement of the doctor-patient communication system can help to alleviate the patient's concerns and enhance the patient's confidence. First of all, from the patient's first step into the beginning, the implementation of the system of responsibility for the first question, the patient or family members, no matter who asked, whether it is the medical staff or administrative and logistical staff, to explain to the patient, or to bring the patient to be able to solve the problem of the place. Secondly, you can set up the appropriate functional institutions, the doctor-patient communication from the form, channels, content, requirements, skills, results, assessment and other aspects of standardized management, focusing on the medical staff service communication awareness and skills training. "A good word is warm in three winters, but a bad word is cold in six months". Imagine, if in the process of consultation, can the patient's concerns about the things to be said clearly, understand, for them to choose not only to ensure the quality, but also able to reduce the cost of expenditure on treatment, the patient there is any reason will not be satisfied? Again, through the service information disclosure, so that the patient on the diagnosis and treatment procedures, diagnosis and treatment of physicians, examination items, fees, drug prices, service commitments and other items clearly understand, have a clear understanding of the heart. Finally, patients also need a variety of flexible ways to get close to reflect the voice of the heart. For example: you can go into the community, to carry out public welfare activities, organize some health knowledge lectures or congregational symposiums, or to strengthen the construction or service functions! These measures, although not as significant as overcoming medical difficulties, but patients feel is thoughtful and considerate service. Doctor-patient communication is the communication of the heart and feelings, good, smooth communication between doctors and patients so that patients feel all the new model of patient-centered service. Yes! (In the presence of fierce competition today, the patient to choose, in addition to look at the spell technology, equipment and other hard power, but also to see the level of management and service level and other soft power ah) I do not know if it is this paragraph, I hope to help you!
Question 6: What are the skills of doctor-patient communication Doctor-patient communication skills of one, two, three, four, five, six
A fundamental: honesty, respect, empathy, patience;
Two skills: listening, that is, listen to the patient or family members to say a few words; introduction, that is, more to the patient or family members to say a few words;
Three mastery: master the patient's condition,
Three masters: master the patient's condition, treatment and examination results; master the patient's use of medical expenses; master the patient's psychosocial condition.
Four pay attention to: pay attention to the patient's emotional state; pay attention to the level of education and the feeling of communication; pay attention to the patient's cognitive level of the disease and the expectations of the communication; pay attention to their own emotional response, learn to self-control.
Five avoidance: avoid forcing the patient to accept the facts in time; avoid using words and tone of voice that are easy to *** the patient's emotions; avoid using too much professional vocabulary that is not easy for the patient to understand; avoid changing the patient's point of view deliberately; avoid suppressing the patient's emotions.
Six approaches: prevention-oriented targeted communication, exchange of each other's communication, collective communication, written communication, harmonized communication and physical control communication.
Question 7: methods and approaches to doctor-patient communication. The principle of patient communication 1. People-oriented this disease-causing factors more involved in the emotional, environmental and social, need to consider the patient's personal factors. 2. Reflect care and respect. 2. The foundation of honesty and trust. 3. "Treat each other with the right eye". (e.g., it is not appropriate to welcome a guest but not look him or her in the eye.) 3. Equality 4. Holistic principles are complex and diverse, and difficult to quantify many factors. Laboratory indicators reflect the microcosm, but the macrocosm should not be ignored. 5. Compassion requires humanistic care even though the disease is common. 6. Confidentiality "informed consent" processing; protects the patient's privacy. 7. Feedback to verify that the information has been collected correctly; shows that you are listening, shows that you are paying attention. 8. ***Participation (interaction) studies have shown that the medical process can Improve the patient's ability to heal himself or herself and help to eliminate disease-causing factors. ***Participate in choosing the most appropriate treatment program. Patient needs to cooperate with medication refills, etc. II. Verbal Communication Skills Prerequisites: Basic principles must be involved. Need a broad knowledge, another reading literature (to understand many of the human condition). 1. More listening and less talking: conducive to communication and harmony how to listen: 1) express concentration - body language (important information when the appropriate change of posture; leaning against the chair hand in the pocket, etc. for the inappropriate) - eye ( (generally 60% to 70% of the time to look at the best; in the patient's anger and sadness is not suitable for long-term gaze) 2) repeat, feedback: verify the information; show focus. 3) empathetic listening → sensitivity → sympathy (listen to the strings of the voice) 4) to encourage and guide the patient to speak: to guide the significance of the disease to the information on the significance of the disease. 2. Calling needs to be appropriate 3. Appropriate praise (specific; in line with the occasion) 4. concise 5. open-ended Open-ended questions 6. Taboo (without explanation that is required to do a certain test, etc.) III. Non-verbal communication skills 1. First impression (instrumentation. First impression (appearance, physique, dress, hairstyle, etc.) should be cordial and friendly; to be more stable (when sitting in the clinic is not suitable for fashion and heavy make-up); trustworthiness ("initial credibility") 2. manners: reflecting the cultivation of the clinic Christine neat and tidy, etc. 3. 60% to 70% of the eye contact 4. Facial expression (smile for the world language) and the patient with the same happiness and sadness. (Say intuitively: 7% speech, 38% voice, 55% facial expression and movement.) 5. 5. Voice expression Low and clear (in order to ensure that the patient to hear under the premise of low, in order to gain the trust and respect) 6. Body posture to walk elegantly and steadily, can walk quickly but the pace can not be chaotic; pat the back of the hand to appease, or (for young people) patting the back, but do not apply excessive intimacy; sit with a distance of 0.5 ~ 1.2M private area. IV. Doctor-patient communication process (outpatient clinic as an example) 1. Before the beginning of the conversation: push the door in the beginning: to understand the first impression, understanding of the patient. 2. Sit down, address, greetings, appropriate self-introduction, may not show signs of the initial credibility of the show. 3. Introduction to the conversation: open-ended questioning, appropriate feedback to restate the process of correcting the patient's view of the causality of the disease. 4. Disease communication 5. Records: appropriate communication, not only buried in the record. 6. Diagnosis and Treatment Conversation: open-ended questioning, appropriate feedback, correcting the patient's view of the cause and effect of the disease in the process. 4. Environment and technical communication medical staff in the process of service to accept the consultation appropriately. The environment of the clinic is peaceful. The advanced equipment, technical support.
Question 8: What is the basic principle of doctor-patient relationship and the first condition of the doctor-patient relationship is in fact the relationship of interest, the establishment of a perfect health insurance that is the reimbursement system, *** a large number of inputs into the medical treatment, that is, to meet the patient's demand for medical treatment less money, but also to regulate the behavior of clinicians. In the doctor-patient relationship, the patient, the doctor is a pair of contradictory body, need to *** step in to do the middle mediation role, *** of the unheard of as well as acquiescence to the media's one-sided report is to lead to more and more prominent contradiction between the doctor and the patient's originator.
Question 9: What are the skills of doctor-patient communication in 2015 This is still up to you, the specific skills are nothing, you just need to get this evidence to hand on the good, as for the *** on the law partner to ask this on the ok.
Question ten: doctor-patient communication does not include which one hospital summarized "doctor-patient communication system" essence, that is, a requirement, two skills, three mastery, four attention, five avoidance and six ways.
Six ways: that is, prevention-oriented targeted communication, exchange of object communication, collective communication, written communication, harmonization of communication and physical control communication.
Prevention-oriented targeted communication: in the process of medical activities, take the initiative to find the beginning of possible problems, the family as the key object of communication, and the family to make an appointment according to the specific requirements of targeted communication, for example, in the morning shift, in addition to the handover of medical work, but also to the day of the shift found in the family dissatisfaction with the beginning of the shift as a routine content of the shift, so that the next shift of medical personnel targeted to the next shift. The medical staff is targeted to do a good job of communication.
Exchange object communication: in the doctor and a patient's family communication difficulties, another doctor or director to communicate with the affected party; when the doctor can not communicate with a patient's family, a higher level of knowledge of the patient's family to communicate, so that the family to persuade the other family members.
Collective communication: patients with the same disease more, the hospital will convene family members to organize training courses in the form of communication, explaining the cause of the disease, treatment and prevention of knowledge. This kind of communication not only saves time, but also promotes mutual understanding between the patients, so that the patients become volunteer publicists, reducing the work pressure of medical staff.
Most of the children in the Department of Infectious Diseases and Gastroenterology come from rural areas, where the economy is difficult, and there are many complications and insufficient communication between doctors and patients, which makes the disputes between doctors and patients extremely prominent, and there is even the problem of evasion of fees. Since the development of the "doctor-patient communication" work, the department called the families to open a weekly collective communication will be on the diagnosis of B brain, progress, possible sequelae, how long the course of treatment, how much it may cost to the families to focus on explaining the situation, so that the families of the patients to do a good understanding of the situation, but also reduces the pressure on the work of the medical staff, and since then there is almost no more There has been almost no arrears since then.
Written communication: In order to make up for the lack of verbal communication, the hospital has implemented a written communication, some of the routine issues printed in writing, easy for the families of children to read. For example, the neonatal ward due to unaccompanied, the family is completely unaware of the treatment of the sick child, living conditions, in addition to limited visitation, the medical staff will also be the baby in the ward a day of feeding, washing and changing, care, treatment, such as **** sexual situation, as well as the discharge follow up, feeding and care of knowledge, such as compiled into a small handbook, sent to the family members of each admitted baby to achieve the purpose of communication.
Coordination and unification of communication: when the lower-level doctors are not sure of the interpretation of a disease, first consult a higher-level physician, and then communicate in accordance with the unified views; on the diagnosis is still unclear or the disease is deteriorating, in the communication of the medical staff before the internal discussion to unify the understanding of the higher-level physician and then communicate with the family.
Physical control communication: some diseases, oral and written communication are difficult, supplemented by physical or video data communication. For example, the families of children with congenital heart disease, doctors will use the heart model combined with drawings to explain, the families will image to understand the disease in the end in which part of the body, how to carry out surgical repair, etc.; and then orthopedic patients, the patient's family do not know the child's bone disease in what position, orthopedic surgeons will take out the human skeleton, with the layman's language to explain to the patient.