Hospital management; Doctor-patient communication; Quality of service; Interpersonal skills
1 The importance of doctor-patient communication
1. 1 helps to build a benign medical order.
Medical order can effectively guarantee the treatment of diseases. At present, the doctor-patient relationship is tense, the medical environment is poor, and the medical order is chaotic, which leads to patients' lack of trust in medical staff, and both doctors and patients have moral hazard in the treatment process. Medical staff infringe on patients' rights and interests for personal benefit. The dispute between doctors and patients consumes the manpower, financial resources and material resources of the hospital, and even seriously destroys the normal medical order of the hospital. When there is a contradiction between doctors and patients, patients and public opinion are often one-sided, distrust medical institutions, and even refuse to accept the explanations of hostile doctors. At the same time, professional medical disputes and false media reports have brought difficulties to the settlement of disputes between doctors and patients. Therefore, only by solving medical disputes can a benign medical order be established [1].
1.2 benign interaction between doctors and patients to promote patients' rehabilitation
Improving the status quo of doctor-patient relationship is the common wish of medical staff and patients. Good doctor-patient relationship can enhance the trust between doctors and patients, and the improvement of medical relationship can also make patients more recognized for the diagnosis and treatment services of medical staff, and at the same time enhance their psychological feelings of seeking medical treatment and promote faster and better recovery of diseases. In the process of benign interaction between doctors and patients, the contradiction between doctors and patients can be effectively avoided, even if the result is far from the expected, patients can understand and reduce the incidence of contradiction between doctors and patients.
1.3 communication between doctors and patients is the basis of building a harmonious society. Health is the foundation of social harmony, and the important way to achieve health is medical treatment. The doctor-patient relationship is the embodiment of social contradictions. In order to realize the harmony between doctors and patients, the medical industry should meet the needs of both medical staff and patients, so that doctors can be respected, realize their professional value and get rewards. Only by solving these problems can we reduce the contradiction between doctors and patients, promote the benign interaction between doctors and patients, and achieve social harmony and stability [2].
2 reasons for poor communication between doctors and patients
Hippocrates once said that doctors have three magic weapons, namely "language, medicine and scalpel". Language ranks first among the three magic weapons because communication between doctors and patients is of great significance and plays an important role in medical effect. However, although medical staff attach great importance to doctor-patient communication at present, the contradiction between doctors and patients still exists objectively, and the phenomenon of poor and inefficient communication between doctors and patients is still widespread. The reason is that there are some problems in medical staff and hospital management. For example, many medical staff lack humanistic care, tend to treat people seriously, ignore patients' cognition of diseases, pay insufficient attention to the curative effect and cost of patients' concern, frequently use professional vocabulary that patients can't understand in communication, and pay insufficient attention to patients' emotional changes, which makes communication difficult to carry out effectively.
3 Doctor-patient communication skills
3. 1 Language communication skills
Doctor-patient communication has always been a hot issue in medical institutions. Using correct processing skills can achieve twice the result with half the effort, in which language communication is an important content. Tone, intonation and intonation control are the key to language communication, which can effectively avoid disputes between doctors and patients. When encountering a doctor-patient incident, it is necessary to create a friendly and harmonious atmosphere, adjust the speed and voice, and slowly state the cause and effect of the incident, so that the language makes people feel close, thus narrowing the distance between patients and medical staff [3]. Sentences such as "I understand ..." are common examples of verbal communication between doctors and patients, creating a communication atmosphere of mutual understanding and patient first. In addition, if you have to deny each other's unreasonable demands, you don't need to criticize them in public. Even if you criticize them in good faith, you can communicate privately, try to keep calm or complete the dialogue in a humorous way to avoid unmanageable confrontation [4].
3.2 Nonverbal communication skills
Verbal communication is a common communication skill for doctor-patient problems, and non-verbal communication is a typical way of mutual correspondence. Contact communication, eye contact, expression communication and action communication are the key points of nonverbal communication, which provide patients and medical staff with channels for in-depth understanding. When the patient's family members show a state of pain, the elderly, children, women and other groups are given priority. Medical staff need to establish a reasonable distance from their families, not too close or too far away, actively look into each other's eyes and judge their psychological activities according to each other's application, in order to cooperate with nodding and smiling and get each other's good feelings better. If you encounter family members in a state of avoidance, strabismus, irritability, etc. Understand whether the other party refuses the proposal, smile and shake hands in time, actively comfort the family members and enliven the boring atmosphere of both sides. Generally speaking, nonverbal communication skills are suitable for many occasions and have a good effect on reducing the degree of disputes between doctors and patients [5].
3.3 Listening skills with your heart
Family members often have excessive anxiety about patients seeking medical treatment, and medical staff will listen to their views attentively to release their nervousness and constantly comfort them. In doctor-patient communication, medical staff need to listen patiently, be tempted to listen, take the initiative to listen to patients' opinions, respect patients' suggestions, not interrupt patients' speeches, and not rush to conclusions, so as to "listen with ears open" [6]. In the face of some family members who are too worried about the medical condition of patients, medical staff should not ignore the main information and pay too much attention to whether there are "unnecessary voices" in what patients say. They should quickly capture the main information points, put forward reasonable suggestions on related issues, and let family members feel the care and care of patients by medical staff. In addition, when family members express their opinions, they put forward "You speak very well ..." and other related statements with actions such as leaning forward and nodding, so that family members feel at ease [7].
To sum up, in recent years, the contradictions and disputes between doctors and patients in China have shown a prominent and increasing trend, and they are becoming more and more difficult to solve, leading to frequent medical disputes and further intensification of the contradictions between doctors and patients. Therefore, medical staff should deeply understand the importance of doctor-patient communication, strive to improve their professional quality and service quality, and pay attention to adopting reasonable and effective communication skills, so as to effectively improve the tension between doctors and patients and provide patients with more comprehensive and high-quality medical services [8]. 、
refer to
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[2] Wang Danyang, Zhu. Psychological analysis of communication barriers between doctors and patients: the perspective of information exchange [J]. advances in psychological science, 2015,23 (12): 2129-2141.
[3] Ren Chaolai. Practical skills of doctor-patient communication [J]. Medicine and Philosophy (1), 2015,36 (6): 55-57.
[4] Hong Song. Strengthen the communication skills between doctors and patients and establish a harmonious doctor-patient relationship [J]. China medicine, 2012,2 (22):183-184.
[5] Shi Beiping. Improve the communication ability between doctors and patients and build a harmonious doctor-patient relationship [J]. Frontiers of Medicine, 20 14 (36) :63-63.
[6] Ding Shudong. On the importance of doctor-patient communication in hospital development [J]. Journal of Shaanxi National Defense Industry Vocational and Technical College, 20 16 (3) :37-38.
[7] Kong Xiuxia. The importance of doctor-patient communication in guidance and nursing work [J]. The latest medical information abstracts in the world, 20 17, 17 (42): 172, 174.
Bai Houxi, Lin, et al. Strengthening communication between doctors and patients to prevent medical disputes [J]. Journal of Practical Medicine, 2016,33 (8): 768-768.