医疗纠纷促进式调解理论与技能

本书对医疗纠纷调解理论与技能进行了全面实用的论述，全文共分为8章，分别从医疗纠纷促进式调解理论基础与程序建构，医疗纠纷促进式调解模式的创新，医疗纠纷促进式调解倾听技能，医疗纠纷促进式调解情绪应对技能，医疗纠纷促进式调解提问技能，医疗纠纷促进式调解叙事技能，医疗纠纷促进式调解谈判技能，医疗纠纷促进式调解打破僵局技能八个方面详细论述关于医疗纠纷调解的方法。本读者对象为全体医务人员、医调委人员。可作为其临床工作的工具书及辅助参考资料。

晏英，山西大学政治与公共管理学院副教授，硕士生导师。兼任中华预防医学会公共卫生管理与法治分会委员，中国医院协会医疗法制专业委员会委员，山西省社会法学会副会长，山西省卫生法学会常务理事，陕西省法学会医事法学理论与实践研究会理事，《医师在线》专家委员会委员，广东省第二人民医院医疗纠纷调解顾问。主持2018年度国家社科基金项目《医院内医疗纠纷促进式调解程序构建研究》。主持2022年度四川省教育厅四川医事卫生法治研究中心与中国卫生法学会联合项目《叙事调解在医疗纠纷解决中的运用研究》。

\"目　录　　 第一章　医疗纠纷促进式调解理论基础与程序建构 ······························ 001 第一节　医院内医疗纠纷处理中存在的问题 ···························· 002 第二节　医疗纠纷促进式调解理论基础 ·································· 007 第三节　医疗纠纷调解中引入促进式调解模式 ························· 010 第四节　医疗纠纷促进式调解理念 ········································ 016 第五节　医疗纠纷促进式调解程序 ······································· 021 第二章　医疗纠纷促进式调解模式的创新 ········································· 033 第一节　运用心理学理论构建调解新模式 ······························· 033 第二节　运用同理心构建调解新模式 ····································· 041 第三节　运用罗伯特议事规则构建新模式 ······························· 053 第三章　 医疗纠纷调解技能体系构建研究 ——基于模糊德尔菲法的综合运用 ······················ 067 第四章　医疗纠纷促进式调解倾听技能 ············································· 085 第一节　倾听技能不足之表现 ·············································· 085 第二节　倾听不能只见“病”不见“全人” ···························· 087 第三节　促进式倾听模式的构建 ··········································· 091 第四节　促进式倾听技能的运用 ··········································· 100 第五章　医疗纠纷促进式调解情绪应对技能 ······································· 108 第一节　情绪是心理上的排泄物 ··········································· 108 第二节　碾磨你的情绪颗粒度 ············································· 111 第三节　管理好情绪，不要陷入对错之争 ······························· 115 第四节　对待患者，你是冷静还是冷漠 ·································· 118 第五节　沉默的应对与技能 ················································· 122 第六节　“冷安慰”与支持性回应技能 ·································· 126 第六章　医疗纠纷促进式调解提问技能 ············································· 132 第一节　提问技能的重要性及其主要分类 ······························· 132 第二节　开放式提问与接诊谈话 ··········································· 134 第三节　接诊谈话中的“三过”现象 ···································· 137 第四节　提问要着眼于打造医疗人际型关系 ··························· 142 第五节　度量式提问，让状态真正被看见 ······························· 146 第七章　医疗纠纷促进式调解叙事技能 ············································· 152 第一节　医疗纠纷促进式调解中的叙事医学理论 ······················ 152 第二节　叙事技能的应用研究 ·············································· 156 第三节　叙事医学三要素的应用事例研究 ······························ 160 第四节　叙事医学技能在术前准备中的应用 ···························· 165 第五节　叙事构建患者的自我认同 ········································ 169 第六节　利用叙事医学技能提高患者的依从性研究 ··················· 173 第八章　医疗纠纷促进式调解谈判技能 ············································· 186 第一节　坚持以患者利益需求为中心 ····································· 186 第二节　满足当事者情感需求的谈判技能 ······························· 199 第三节　谈判策略在医疗纠纷调解中的运用 ···························· 218 第四节　谈判对调解理念转型的启示研究 ······························· 222 第九章　医疗纠纷促进式调解打破僵局技能 ······································· 228 第一节　以开放的心态，破除投诉者闹事刻板印象 ··················· 229 第二节　从尊重开始，无条件接纳与关怀 ······························· 233 第三节　感动服务，稳住患方的心 ········································ 236 第四节　巧用“我信息”，坦述自己的弱处 ····························· 239 第五节　应用知觉检核法，讲述对方的故事 ···························· 242 第六节　从调解员的视角审视自己，讲好第三个故事 ················ 245 第七节　巧借外力，多方推动解纠纷 ····································· 249 附录　医疗纠纷调解技能体系构建模糊德尔菲问卷 ······························ 255 致谢··························································································· 261 \"