基于患者体验的医患冲突诱因与对策探讨

摘要

从患者体验视角探讨国内医患冲突的诱发因素,认为患者较差的物理环境体验、医患沟通体验、信息体验、医疗费用体验和治疗结果感知体验是医患冲突的直接诱因,并从流程管理、医患沟通培训、患者教育和医疗费用等方面提出对策建议,改善患者就医体验,构建和谐医患关系.%This article analyses inducements conflict between doctor and patient from the perspective of the patient experience, argues that the poor physical experience, poor communication experience with medical staff- poor information experience, poor medical expenses experience and poor perceived experience about treatment outcome are triggers of the conflicts between doctor-patient in Chinese hospitals. And then proposes countermeasures from four aspects: process management, doctor-patient communication training, patient education and medical expenses with the hope to improve patient experience and build a harmonious doctor-patient relationship.