患者期望值管理在预防医疗纠纷中的应用

目的：通过对患者期望值进行有效管理，让患者期望值与医务人员期望值的差距尽量缩小，从而最大限度地预防医疗投诉与纠纷。方法：从当前医患关系的现状出发，分析患者期望值的影响因素，提出患者期望值管理的具体方法与注意事项，进一步防止患者期望值的扩大与迁移。结论：首先要认清提高满意度与患者期望值管理之间的关系，引导患者期望值并维持在一个合理的水平，这样会对实际的医疗服务留出一定余地，使患者体验到的医疗服务甚至超过了预期的期望值，这样才能使患者满意。其次要注重加强医患之间的有效沟通，充分考虑个体差异，取得患者的理解与配合。再次要注重诊疗服务细节与技巧，通过医务人员的语言、动作、表情等细节给患者带来愉悦的心情。最后在耐心倾听中真正了解患者的期望值，及时甄别出不合理的期望值并及早进行干预，将医疗纠纷隐患消灭在萌芽状态。

Application on expectations management in patients in preventing medical disputes

Objectives： To maximize prevent medical complaints and disputes by minimizing the gap between patients the expectations and medical staff expectation through effective management of patients expectations. Methods： Based on the current situation of the doctor-patient relationship, influence factors of patient expectation were analyzed. Specific methods of expectations management and preeautions to prevent the further enlargement and migration patients＇ expectations were mentioned. Conclusions： Firstly, to recognize the relationship between improving patient satisfaction and expectations management and to guide patients expectation in a reasonable level, these make the actual medical service set aside some leeway, so that the medical services patients experienced has reached their expectation and even more than the expected and patient satisfaction is also improved. Secondly, we should focus on the strengthening of the doctor-patient effective communication between the individual differences, and fully consider the understanding and cooperation with patients. Thirdly, details and skills in treatment should be improved. Patient satisfaction will be promoted by medical staff＇ s language, movement, expression and other details. Finally, listening attentively to patients＇ really expectations and discerning unreasonable expectations timely and early intervention will nip medical disputes in the bud.