[Problem situations between health personnel and patients (results of an analysis of patient complaints)]

Many problem situations arising between patients and medical officers have their source in the psyche of the persons involved. The aim of this study is to analyse psychological factors which may cone in these situations, and an attempt to describe, interpret and categorize them. We took as our starting point an analysis of protests submitted by patients (or their relatives) which were discussed by the management of the Faculty Hospital in Pilsen during the period of one year. We dealt with finished cases where the issue of the protest was of a psychological nature. Problem situations often arise under the influence of the following factors: personality features, the handling of information, maladaptation to a disease or situational factors. Majority of problem situations can be understood, prevented, and--if they arise--can be effectively handled. Pre-graduation and continuous education in this areas should provide a significant aid.