医疗投诉心理行为与处理策略探讨

在处理医疗纠纷投诉过程中；在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并注重心理的通技巧；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，针对性的医患心理沟通引导，促使其正确认识，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。及时消除和绘解医患矛盾，探索建立一种充满人道主义色彩，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 and Behavior of Medical Complaint and Strategy of Disposal

When dealing with complaint of medical dissension, it should adapt to change of medical model, analyze psychology, behavior and change law for subjective and objective conditions, and pay attention to communication skills. Under the precondition of obeying national law and not harming benefits of doctor and patient, it should correctly use knowledge of biomedicine, psychology and social law to effectively carry out introduction of communication between doctor and patient to make them correctly recognize, treat realities, advance the understanding for each other, and alleviate contradiction between doctor and patient in time. Through these measures, a method and strategy that is humanistic and fits for requirements of bio-psycho-social model would be established to impel dealing with medical dissension according to normal administrative or law procedure.