患者负面情绪产生的原因与对策

Reason and Countermeasure of Negative Emotions of Patients

患者产生负面情绪的因素有患者自身因素、社会因素和医院方的因素等多种原因,可以通过提高医疗服务水平、强化医患沟通、畅通投诉渠道、重视舆情信息处理等手段消除患者负面情绪,减少因负面情绪管理不当造成的医疗投诉、纠纷及暴力事件的发生。院方在缓解患者负面情绪、和谐医患关系中应发挥积极主导作用。

To find factors leading to negative emotions of patients and analyze the bad effects of negative emotions on treatment, rehabilitation and doctor-patient relationship. Putting forward ways to reduce and eliminate negative emotions of patients by improving the medical service level, strengthen the doctor-patient communication, clear complaint channels, pay attention to public opinion information processing. To reduce medical complaints, medical disputes and violence caused by mismanaging of negative emotions of patients. Hospital should play a positive role in harmonizing doctor-patient relationship and helping patients removing and relieving bad emotions.