医患双方的冲突感知差异性调查分析

Investigation and Analysis of the Differences in Doctor-patient Conflict Perceptions

目的探究医患冲突过程中双方的个体感知差异及其影响,提出缓解医患冲突的具体建议。方法从当前医患冲突的整体水平、冲突事件的可能诱因、双方应承担的责任三个方面,对医患双方的感知差异及其处理方式进行针对性调查。结果对于冲突的整体水平,大多数医护人员(94%)和患者(62%)都认为目前的医患关系处于紧张状态,其中医护人员的判断相对更为负面;对于冲突产生的可能原因,双方的感知存在明显差异,医护人员大多认为是"病人缺乏医学知识"(占1/3),而患者认为是"双方缺乏沟通"(占1/3);对于冲突过程中双方的责任判断,医护人员更看重治疗的结果(20%),而患者更看重医护人员的服务态度(16%);对于冲突处理方式的选择,双方都倾向于采用合理合法的方式,且医护人员相对保持了较为宽容的态度,愿意"大事化小,小事化了"(比患者高8%)。结论正确认识医患双方的个体感知差异,明确差异产生的原因,将有助于缓解医患冲突。

Objective： To explore the individual perception differences and their effects in the process of doctor-patient conflict and put forward specific suggestions to alleviate doctor-patient conflict.Method： the doctor-patient perception differences and the treatment of them were investigated from the overall level of the current doctor-patient conflict,the possible causes of the conflicts and the responsibilities of both parties.Result： Regarding the overall level of conflict,the majority of medical staff （94%） and patients （62%） believe that the current doctor-patient relationship is in tension,among which medical staff’ s judgment is relatively more negative.For the possible causes of conflict,the perception of both sides is obviously different.Most medical staff think that “the patient lacks medical knowledge” （1/3）,while the patient thinks that “the two sides lack communication” （1/3）.When judging the responsibilities of both parties during the conflict,the result of treatment was more valued by the medical staff （20%）,while the service attitude of the medical staff was more valued by the patients （16%）.For the choice of conflict resolution,both sides tend to adopt a reasonable and legal approach,and the medical staff relatively maintain a relatively tolerant attitude and are willing to “make a big deal out of small business” （8% higher than the patients）.Conclusion： A correct understanding of individual perception differences between doctors and patients and a clear understanding of the causes of the differences will help alleviate the conflicts between doctors and patients.