医疗投诉心理行为与处理策略

在处理医疗纠纷投诉过程中，适应医学模式的转变，认知、分析投诉心理常态，行为方式与因主客观条件引起的变化规律。注重心理沟通技巧，在遵循国家法律法规和不损害医患双方利益两个前提下，根据不同的人、不同的情绪反映和不断变化的心理状态和心理需求，正确运用生物医学，心理学，社会法学等相关知识进行有效地，针对性强的医患心理沟通引导，促使其正确认为，对待客观现实，增进医患相互理解，尽可能实现对患方心理上的制动作用和影响，及时消除和缓解医患矛盾，探索建立一种充满人道主工色彩，符合生物心理社会医学模式要求的工作方法与策略，促使医疗纠纷按正常行政或法律程序处理。

Psychology, behavious and the contermeasure of medical Lawsuit

During treatment of medical bother lawsuit, we should adapt the transformation of madical model,analysi the psychological condition,behave pattern of the lawsucts,and the change induced by objective and subjective condition,with good skill to exchange thought.Under the premise abiding to national law and regulation and not demage to patient-doctor's interesting,applicating the knowlege of bio-med,psychology,social law,science correctealy,so that enforcement of patient-doctor understand each other,and building a good patient-doctor's relation ship and clear up the conflict of patient-doctor,according to different patient,different mood response and the sitution and demand of psychology.And to creat a good stratege and work-way adapting to humanity,bio-psychology and social medical model demand,making to normal administery or regulatary treatment of medical bothers.