使用调解员的工具箱:通过学习重新理解"困难"的患者或家庭来减少临床冲突
Autumn Fiester1, Shana Stites2
1Associate Professor, Department of Medical Ethics and Health Policy, Perelman School of Medicine at the University of Pennsylvania; Director, Program in Clinical Conflict Management, University of Pennsylvania.
概括
这项研究训练了医疗学员在调解员使用的冲突解决技术. 参与者发现这次研讨会有效地准备他们与患者和家人进行具有挑战性的临床互动.
科学领域:
- 医学教育 医学教育
- 解决冲突 解决冲突
- 沟通技巧 沟通技巧 这些技巧
背景情况:
- 医生与患者之间的冲突很常见,需要专门的培训.
- 调解技术为管理临床争议提供了一个框架.
- 有效的冲突管理对于患者护理和医生福祉至关重要.
研究的目的:
- 为医疗学员介绍调解技巧,以管理临床冲突.
- 评估一场关于临床冲突管理的研讨会的有效性.
- 评估调解者策略在医疗保健环境中的适用性.
主要方法:
- 为医学学生 (虚拟) 和临床研究员 (面对面) 举办了一场研讨会.
- 实习生学习并练习了两种特定的冲突解决技术.
- 通过研讨会后的调查,评估了参与者对研讨会有效性的看法.
主要成果:
- 虚拟和面对面的形式都被用于培训.
- 参与者报告了高的整体满意度评分 (虚拟的4.6/5.0,面对面的4.7/5.0).
- 医学学生对评估的响应率为53%,临床研究员为60%.
结论:
- 研讨会成功地为实习生提供了管理床边冲突的工具.
- 参与者觉得更好地准备好与患者和家人进行具有挑战性的互动.
- 受调解员启发的冲突管理培训对医学教育有价值.
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