A Study On Social Work Intervention In Doctor-patient Conflict From The Perspective Of Crisis Management

In recent years,doctor-patient relationship in China is becoming increasingly tense.Conflict between doctors and patients frequently occur.There is a growing trend in the contradiction between doctors and patients.Frequent conflict between doctors and patients seriously disrupted the normal operation of society,breaking the stable social order,is not conducive to the construction of a socialist harmonious society.How to solve the doctor-patient conflict,build a harmonious relationship between doctors and patients become the current social hot spots and focus.On the basis of empirical research,this paper analyzes the characteristics and shortcomings of the establishment of doctor-patient relationship in Wuhan Z Hospital,the outbreak of doctor-patient conflict and the end of doctor-patient relationship.Combined with the typical case analysis of the current hospital in the process of conflict between doctors and patients in the management of the problems,manifested in the prevention and avoidance of the crisis awareness and capacity,management plans and system construction lag,lack of emergency response capacity,lack of rehabilitation management.Based on the four-stage model of crisis management,this paper divides the doctor-patient conflict into four stages:incubation period,seedling stage,outbreak period and recovery period,and reveals the evolution of the doctor-patient conflict and is effective in the crisis management stage.This paper argues that the conflict between doctors and patients involved in social work strategy is social work and professional approach to the management of three two-pronged process.Three professional methods involved in the process of conflict between doctors and patients is not isolated,but in the process of alternating use of the focus,so that the work of the group focused on the prevention of conflict,the case focused on the coordination of the conflict,community work focused on the resumption of conflict.In the different stages of the crisis management process,the effective way of social work intervention is to act as a liaison role in the crisis prevention phase,to improve the patient's good medical treatment and service satisfaction,to effectively eliminate the latent factors;in the crisis preparation phase,to act as coordinator role,timely intervention in the crisis,effectively resolve the conflict;in the recovery stage of the crisis,as the role of public relations,effectively transmit positive information,promote the relationship between doctors and patients,rebuild the relationship between doctors and patients trust.