Abstract: Doctor-patient communication is an important link in the medical process. It is necessary to improve the comprehensive quality of medical staff, skillfully use communication skills, build a harmonious doctor-patient relationship, prevent medical disputes, and strive to make the hospital a popular hospital? Health protector? , has an important practical role.
Keywords: doctor-patient relationship; Doctor-patient communication; Nurse-patient communication
Doctor-patient communication is an important link in the whole medical process. With the development of society and human progress, people pay more and more attention to health, and their desire to pursue quality of life and health knowledge is growing. In the process of seeking medical advice, people not only consider the medical environment, equipment and medical level of the hospital, but also pay attention to the service quality and attitude of medical institutions, and the doctor-patient relationship is a big part of it.
Being ill in hospital itself puts patients and their families under great pressure, and sometimes it is even regarded as a terrible experience. Medical staff should help patients through this difficult process, which not only reduces the physical pain, but also reduces the mental burden. Good, clear and supportive communication is an indispensable part of the treatment process. Some medical staff have weak communication consciousness, inactive attitude and unskilled skills, which leads to a lack of trust and understanding between doctors and patients. Medical staff should use civilized, standardized and easy-to-understand language in communication. Only through effective communication can patients actively cooperate to achieve the purpose of treating diseases and reduce medical disputes caused by patients' dissatisfaction due to improper language communication skills.
1 Reasons that hinder communication between doctors and patients
In the communication between doctors and patients, the psychological characteristics of patients often lead to sensitivity and doubt about the words and deeds of medical staff. Because of their different positions and feelings about the disease, even an ordinary sentence and a trivial action can easily hurt patients psychologically and cause complaints in different places and situations.
Therefore, in practical work, it is necessary to find hidden dangers in time, such as: a certain detail in the communication process did not achieve the expected effect, resulting in poor communication; Without good communication premise, information cognition is prone to errors. For the reasons that medical staff think are common sense, patients' cognition and understanding are sometimes far from those of medical staff. Information transmission errors are often caused by unclear communication details or improper use of communication skills, which leads to misunderstanding; There is no comprehensive understanding of the patient's personality, hobbies, habits and so on. The matters that patients should pay attention to are not clear; Did not consider the reasons from the patient's point of view, and lacked the necessary care and understanding; Failing to explain the real situation to the patient or deliberately concealing the condition, the patient did not participate in communication and make a choice, resulting in the patient's uncooperative and so on.
There are three reasons why patients don't trust medical staff: first, they don't know much about medical knowledge; Second, in the process of seeking medical treatment, the psychology becomes more or less sensitive and excitable than usual, so take a confrontational attitude when something is wrong; Third, money may not get satisfactory results.
2 Measures and strategies to promote communication between doctors and patients
2. 1 Improve the quality of medical staff.
The current medical model has changed from simple? Biomedical model? Where to? Biomedical social model? Change. Medical staff should constantly learn and supplement new knowledge in their work, not only have professional knowledge, but also master comprehensive knowledge such as psychology, sociology, ethics, interpersonal communication and pedagogy. , improve their comprehensive quality, make themselves confident and convincing in doctor-patient communication, gain the trust of patients, thus solving the health reasons put forward by patients and eliminating the factors affecting rehabilitation.
We should give people an external image of trust and intimacy, have a sincere, neutral, sympathetic and compassionate attitude, and have keen observation and reaction ability. We should also take advantage of various opportunities to exercise our language expression ability and be able to use civilized and standardized language naturally and skillfully. Attention should be paid to the construction of medical ethics. Pioneering and innovating, service first, love the hospital and the post, and unite and cooperate? Work spirit, remember? Patient-oriented, quality-oriented and management-oriented? Our business philosophy has enabled the hospital to form a work style that pays attention to social benefits, always considers problems from the patient's point of view, and strives to serve patients well, thus truly making the hospital the work of the broad masses of the people? Health protector? .
2.2 Make good use of communication skills
When dealing with the doctor-patient relationship, medical staff should be clear about their position, responsibility and role in the doctor-patient relationship. Isn't there more family than family? , ? Think about what the patient thinks and worry about what the patient is anxious about? Communicate effectively with a proactive attitude.
(1) Introduce the concept of active service, be honest, respectful, sympathetic and patient on the basis of humanized service, establish a friend-like doctor-patient relationship with patients, eliminate patients' insecurity and build trust. Medical staff should be enthusiastic, active and generous, understand patients' physical and mental needs in communication with patients, and communicate with patients in simple and popular language.
(2) Make good use of nonverbal symbol systems, such as facial expressions, eyes, gestures, touch, clothing, gait, etc. For example, if necessary, touch the forehead of a patient with a fever, help the patient put down his sleeves, and tuck the quilt corner in the cold winter. A subtle action can show family-like care, and then establish a harmonious relationship with patients.
(3) When communicating for the first time, you can introduce yourself first, use polite language, make good use of comforting language, use encouraging language, use authoritative language skillfully, use negative language with caution, and prohibit hurtful language, so as to leave a good impression on patients and make them feel comfortable and willing to communicate again.
(4) Pay attention to the external image. A good first impression plays a multiplier role in establishing a good doctor-patient relationship, and external images such as appearance, appearance, clothing and mental state are very important.
(5) Patients with emotional infection should be happy and positive, and reduce their fear of the disease. Your smile, concern and helpfulness will all affect their hospitalization experience. It is often said that smiling is the best language, and smiling at others is the first factor to solve the strange tension in interpersonal communication.
(6) Master the skills of listening. Listening is not only a simple physiological process of hearing each other, but also an emotional process of psychological understanding. Listen patiently, don't interrupt the patient at will, and give appropriate responses when necessary, such as? Hmm? 、? what's up 、? Right? Or nod your head and accept what the other person says, hoping that he will continue. Medical staff need it? Listen actively? Understand patients' concerns and encourage patients to actively disclose information.
(7) Answer or repeat what the other party said (both verbal and non-verbal), and let the other party reevaluate what he said. Can you use it? What do you mean? 、? You look like? Wait for the statement. This can help medical staff establish feelings with patients and make patients feel trust and security.
(8) Silence is a very important way to deal with it. Expressing silence with goodwill will give patients a very comfortable feeling and give people a chance to ponder and adjust.
(9) The conversation should be targeted. Talking with patients is not a small talk, but a conversation with a theme and purpose. We should choose different ways and contents of conversation according to the patient's age, personality and occupation, and talk closely around the patient's condition and mood. Don't talk nonsense, but be good at limiting the content of the conversation and limiting the conversation to the information you need.
(10) Select the appropriate strategy. If patients with possible signs of causes are found, they should be taken as the key communication object immediately, and the communicators should be changed according to the specific situation. For example, when the nurse in charge has difficulties or obstacles in communicating with patients or their families, other nurses or head nurses should be replaced to communicate with them; When the diagnosis is unknown or the condition worsens, seek medical advice before communication. Between doctors, between doctors? Protect, protect? Nurses should discuss with each other, and then choose someone to explain to their families after a unified understanding, so as to avoid the distrust and suspicion caused by the inconsistency between doctors and patients.
Communication is an art and an important link in medical work. As an excellent medical worker, we should know how to constantly improve ourselves with the development of society and people's needs, strive to improve our own quality, skillfully master and apply modern medical concepts to serve patients, and establish a good doctor-patient relationship, so that patients can get the greatest satisfaction both physically and mentally. Medical workers play a leading role in the relationship between doctors and patients. Positive and healthy medical behavior is the basis of building a harmonious doctor-patient relationship. Establishing an ideal doctor-patient relationship requires the improvement of the quality of medical staff and the joint efforts of the whole society!
References:
[1] Chen Yongyi. Nurse-patient communication skills [M]. Changsha: Hunan Science and Technology Press, 2004.
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[3] Zhang Tao. Analysis of the causes of medical disputes [J]. China Journal of Hospital Management, 2005,21(8): 537-539.
[4] Jiang Xinbao. Main factors restricting doctor-patient communication and countermeasures [J]. Jiangsu Health Management, 2006, 17(2): 27-29.
[5] Zhou. On the importance of strengthening doctor-patient communication and improving doctor-patient relationship [J]. Gong * * * Health and Preventive Medicine, 2006,17 (6):10/-102.
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