Responding effectively to patient anger directed at the physician.
Responding effectively to patient anger directed at the physician.
复制标题
有效应对患者对医生的愤怒。
作者：
R. McCord;M. Floyd;F. Lang;V. K. Young
背景和目标
病人因长时间等待而愤怒是很常见的，但很少有研究探讨如何解决这种愤怒。这项研究确定了患者的满意度，重要性等级，以及对各种方法的偏好，以解决对医生的愤怒。
方法
一个视频触发磁带的愤怒的病人和12个医生的愤怒的病人的反应，显示给130名参与者，然后评价医生的反应基于四种方法，单独或组合（道歉，解释，自我披露，并承认）的满意度和重要性的反应。参与者还评估了四个医生随访问题。
结果
道歉与解释相结合被评为最高的满意度和重要性，并单独列为医生使用的最佳方法。“很抱歉让您久等了”的评分明显高于“很抱歉让您久等了”。“虽然性别和先前对临床医生的高度愤怒影响了一些反应的评分，但参与者始终倾向于道歉和/或道歉与解释相结合作为最佳反应。参与者也更喜欢医生的后续问题，促进继续医疗采访，而不是探讨病人的感受的问题。
结论
参与者明确表示，他们希望医生道歉，解释延迟的原因，然后迅速沿着进行采访。
BACKGROUND AND OBJECTIVES
Patient anger because of a long wait is a common occurrence, but few studies have looked at how the anger should be addressed. This study determined patient levels of satisfaction, rating of importance, and preference for a variety of approaches for addressing anger being directed toward a physician.
METHODS
A video trigger tape of an angry patient and 12 physician responses to the angry patient were shown to 130 participants who then rated the physician responses based on four approaches, alone or in combination (apology, explanation, self disclosure, and acknowledgment) for satisfaction and importance of the response. Participants also evaluated four physician follow-up questions.
RESULTS
An apology combined with an explanation was rated highest in satisfaction and importance and individually ranked as the best approaches for physicians to use. "I apologize for your long wait" was rated significantly higher than "I am sorry you have been kept waiting." Although gender and prior high anger with clinicians affected the ratings of some responses, participants consistently preferred an apology and/or an apology combined with explanation as the best response. Participants also preferred physician follow-up questions that facilitated segue to the medical interview rather than questions that explored patient feelings.
CONCLUSIONS
Participants clearly indicated that they would like a physician to apologize, explain the reason for the delay, and then quickly move along with the interview.