摘要
门诊是医院与社会联系的窗口,是患者到医院就诊的第一站,一般流量大,要求高、快、急是普遍患者的就诊心理。因此,患者无论在挂号、诊查、取药、收费等任何环节上都容易产生一系列的负面情绪。作为医院门诊工作人员应准确把握患者的心理活动,采取不同的心理措施,减少门诊患者负面情绪的发生。本文针对门诊患者负面情绪产生的原因分析,运用心理学知识分别探讨从就诊前、就诊中、就诊后三方面入手进行心理沟通,以消除患者的负面情绪。
Outpatient department is the bridge to link society and the first station for patients. Outpatients are probe to developing negative mood during the process of registering, examining and treating, fetching drugs and paying medical bills. Health care workers should grasp outpatients＇ mood and take applicable psychometric measures to reduce negative mood of outpatients. This article analyzes the cause of outpatients＇ negative mood and applies psychological knowledge to explore possible countermeasures from the aspects of before, during and after seeing a doctor.
出处
《医院管理论坛》
2016年第10期24-25,8,共3页
Hospital Management Forum
关键词
门诊患者
负面情绪
沟通技巧
Outpatient
Negative mood
Communication skill
