A Case Study Of Doctor-patient Disputes From The Perspective Of Cognitive-behavioral Theory

Socialism with Chinese characteristics has entered a new era,and meeting people’s growing needs for a better life is a necessary element for the high-quality development of hospitals.Implementing patient experience enhancement actions,establishing medical social workers and volunteer systems,improving doctor-patient communication and perfecting medical dispute prevention and handling mechanisms are the main policies advocated in China at present.However,disputes between hospitals,doctors and patients have a long history,and how to effectively mitigate doctor-patient disputes is a hot issue that has been of concern to the community.This study takes Hospital M in a large city in northern China as the research field,takes cognitive-behavioral theory as the theoretical framework,obtains 32 3 valid samples through the hospital’ s complaint-acceptance system,and combines unstructured interviews with six each of medical staff and patients(including patients’ family members),uses statistical analysis and coding analysis to identify irrational cognitive differences in doctor-patient disputes and summarizes the attributed causes.Based on this,we used case study method to participate in the mediation of a doctor-patient dispute in the hospital,and systematically sorted out and analyzed the events(A),consequences(C),and beliefs(B)of the dispute according to the case work process,and used attribution explanation to guide the case work practice to achieve the purpose of reducing and resolving the tension between doctors and patients.The study showed that:(1)Doctor-patient disputes arising from improper management of medical services are the most important reason for hospitals,with medical quality 44.5%,medical order 25.3% and service attitude 16.7% being the top three complaint matters.However,the proportion of medical disputes transformed into medical disputes from doctor-patient disputes is very small.(2)Physicians are easily influenced by patients’ social status,gender and age,and have a biased perception of patients’ challenges;they are easily influenced by peers and superiors,and have a narrow perception of their own responsibilities.(3)Patients tend to have high expectations of doctors’ treatment results and are easily influenced by doctors’ age,which leads to misconceptions about doctors’ work experience;patients are easily affected by their illnesses and suffer from bad emotions,leading to excessive advocacy.(4)Both doctors and patients are prone to over-attribution of their respective rights and status due to identity differences,which leads to poor communication behaviors;both doctors and patients are prone to be influenced by online media,which leads to misperceptions of dispute handling methods and outcomes.(5)Through the intervention of medical social workers,both doctors and patients can be effectively guided to correct cognitive biases and adjust behavioral consequences,which can play a positive role in the prevention and intervention of doctor-patient disputes.At the same time,it puts forward suggestions for preventing and intervening in medical disputes and building a healthy and harmonious doctor-patient relationship,such as constructing a medical social work practice logic with Chinese characteristics that emphasizes both emotion and reason,establishing a dispute cognitive attribution sharing mechanism,strengthening the consensus between doctors and patients,strengthening humanistic education for medical college students,strengthening the construction of medical social work teams,and improving the industry regulatory system.