正版新书]医疗纠纷促进式调解理论与技能晏英9787518999712

"目  录    
章  医疗纠纷促进式调解理论基础与程序建构 ······························ 001
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  医疗纠纷调解中入促式调解模式 ························· 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
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
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
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”与支持回应技能 ·································· 126
第六章  医疗纠纷促进式调解提问技能 ············································· 132
节  提问技能的重要及其主要分类 ······························· 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
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研究 ··················· 173
第八章  医疗纠纷促进式调解谈判技能 ············································· 186
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
节  以开放的心态，破除投诉者刻板印象 ··················· 229
第二节  从尊重开始，无条件接纳与关怀 ·······························
第三节  感动服务，稳住患方的心 ········································
第四节  巧用“我信息”，坦述自己的弱处 ·····························
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 "

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，陕西省法学会医事学理与实践研究会理事，《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年度社科项目《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会合项目《叙事调解在医疗纠纷解决中的运用研究》。

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参考资料。