论急诊纠纷的处理原则与技巧

Discussion on the principles and techniques for the handling medical disputes in the emergency department

本文对急诊纠纷的处理原则与技巧进行了论述，主要内容有①急诊患者需求的4C原则：方便、关心、疗效和花费，其中疗效是关键；②纠纷处理需注意时空分离四原则：人物、时间、地点、内容的分离；③纠纷沟通的谈话架构，主要有逻辑论证式架构和逻辑组合式架构，其中逻辑组合式架构“先从结论说起，即先说中心思想，然后再向前推演”，也就是金字塔原理，在交代病情中很重要。这对于急诊医师处理医患关系不良等突发事件有指导意义。

This paper discusses the principles and techniques for the handling medical disputes in the emergency department. The main points includes： （1）The four ＂C＂ principles for emergency pa- tient needs ：convenient, care, curative effect and cost, and the curative effect plays the key role among the four factors. （2）Handling the medical tangles in the emergency department should be paid more attention on the ＂ four separation principles ＂ ： the personage , time , space and content separation. （3） Thetypes of topic structure includes the argument structure （ deductive reasoning）, and grouping structure （ inductive reasoning）. The latter talks the conclusion firstly, and then the main supportive points and so on. That grouping structure is also called pyramid principle, which is useful for the delivering patient＇s ill information. Thus, that is instructive for the management of medical disputes in the emergency department.