| At present, the intense doctor-patient relationship not only influences the hospital’s social benefit and economic benefit, but also hinders the normal operation of the hospital.All levels of the government and the hospital managers have paid close attention to it. Trust crisis is the most important reason of various them, and the essential reason which trust crisis exists is the doctor-patient communication barrier.As a qualified doctor, having effective doctor-patient communication skills is essential condition and necessary skills. The effective ability of doctor-patient communication, which can not only strengthen the doctor-patient trust, cooperation and understanding, but also effectively reduce the doctor-patient contradiction, is an effective way to solve the doctor-patient dispute.[Objective] We analysis cognition, behavior and concepts of the doctor-patient communication in differential3A hospital. And explore the influencing factors of doctor-patient communication. In view of existing shortcomings, We put forward the corresponding Suggestions and countermeasures. The purpose is to build a harmonious doctor-patient relationship, and achieve the best effect of curing patents.[Research objects and methods][Objects]To extract400doctors of different age and different titles who have the qualification from the comprehensive hospital’s14clinical departments which their medical disputes relatively incidentally and400hospitalized patients with the corresponding department as the research objects.[Methods] Through studying the related literature at home and abroad, analysising the doctor-patient dispute case in nearly five years of a hospital in Yunnan province. By the hospital medical disputes and hospitalized patient interviews,and the hospital expert interview, combining with the methods of questionnaire investigation and statistical analysis, we plan the questionnaire of the current situation of doctor-patient communication.[Results]1.96.2%of the medical staff think doctor-patient communication is very important, and83.7%of patients also have the same understanding.2.83.1%of medical staff think answer to patient’s questions can have a choice, and89.6%of patients hope the medical staff detailed answer patient’s question.3. According to the survey:74.7%of medical more trust with staff patients, while61.3%of patients less trust with medical staff.4.81.2%of the medical staff think that has a greater influence on the effect of the doctor-patient relationship and85.6%of the patients also think doctor-patient communication effect larger influence on the doctor-patient relationship.5.76.1%of the medical staff think the harmful doctor-patient communication will lead to medical disputes,56.3%of the patients think the harmful doctor-patient communication can lead to medical disputes.6. In medical treatment activity,72.3%of the medical personnel think that they have informed more detail about information of inspection or treatment, but only58.0%of patients think that.7.85.0%of medical workers think their external image, like clothing, expression, tone of voice, gestures, posture, etc.) has a certain influence on the patients, and78.5%of the patients have the same understanding.%8. Address patients medical personnel, select the name of41.3%, according to the age use cordial call accounted for39.8%. The choice of Medical staff and patients are basically same.9.65.3%of the medical staff think listen to the main idea is ok, don’t need all hearing; Selection of medical staff and patients are basically same.10. About humanistic care, the number of medical personnel who occasionally comfort patients account for68.7%;72.2%of patients think medical staff occasionally give humanistic care to them.11. In the curing procedure,55.4%of medical staff don’t solicit opinions from the patients to determine treatment plan; And as much as77.6%of patients thought medical staff don’t solicit opinions from the patientsto determine a treatment plan.12. About treatment costs,23.8%of medical staff thought have full consent of the patients, but3.1% of patient think that.[Conclusion]1. Both doctors and patients are agree the importance of communication with each other.which shows to strengthen the doctor-patient communication and to establish the harmonious doctor-patient relationship are the common goal for them.2. Medical staffs credibility is higher than the patient in comparison with Doctor-patient.3. Medical staff thinks that the main factors influencing the doctor-patient communication is the lack of communication skills as well as themselves busy work, which don’t have enough time and energy to communicate with patients. While patients think that medical staff attitude is bad and lack of communication skills are the major factors.4. Medical staff are lack of relevance notify to patients, and don’t fully respect for patients’right of their informed consent.5. Both doctors and patients are agree the function of communication with each other.6. Both doctors and patients agree about the medical personnel external image impact on doctor-patient communication.7. Health workers lack of humanistic care for patients.[Countermeasures and Suggestions]1. We must deepen the reform of the pharmaceutical and healthcare systems, solve the contradiction between medical institutions to provide the service ability and people’s increasing health needs that is the fundamental solution to the current doctor-patient conflict for a long time.2. The government play a leading role in strengthening the government’s public service ability and social management functions.3. Adjusting the medical resources, optimizing the structure of service, developing the rural and urban community health, expanding medical services, effective supply is the way to alleviate the doctor-patient contradiction between supply and demand of both sides.4. In order to build a harmonious, quiet diagnosis and treatment environment in hospitals, we must perfect the health care system, establish the relation of doctor-patient on both sides of the "double insurance", and change the compensation payment way which is not the hospital, but the insurance company in claiming for compensation.5. Medical staff should change service concept, communicate actively with patients with omni-directional, multi-channel, which is not only the requirement of medical development, but also the need of building a harmonious doctor-patient relationship6. It is indispensable that patients reasonably position expectation of medical services, comprehend the limitations of medical specialty, understand and support the work of medical staff by perspective-taking at the same time.7. Medical institutions should be combined with the characteristics of their own development, prone to disputes of every link take corresponding measures to improve the medical staff medical ethics and humanistic accomplishment and medical level, the standard medical behavior, really reflect the "taking patient as the center, take the quality as the core" service concept.8. The news media should maintain stability, promote social harmony, adhere to the principle of comprehensive, objective, scientific and fair, create good public opinion atmosphere of respect both doctors rights and interests, promote understanding and cooperation between doctor and patient. |
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