What to do if you encounter a patient who wants to complain about yourself?

I read your questions and can feel that it is not easy for you to go all the way, and I can also see your anxiety and panic in the face of patient complaints. But if your question is "how to make patients not complain", the main actor is "patients", even if you operate in full accordance with the professional rules and service specifications of the hospital, you will still encounter "unreasonable" or patients who cannot be reasonable in the current situation, being complained about is itself part of the guidance work, which may be true or malicious, as long as there is a workflow of "complaint feedback", it cannot be completely avoided, which is the reality we need to accept. Making yourself more professional is the main way to reduce patient complaints, and of course, this is not a psychological topic either.

The subject's childhood has been blamed, almost never praised, and his parents are divorced, this trauma has been buried in the bottom of his heart and has not been **. Psychologist Fairbairn once said. For children, at an early age they will be absolutely dependent on their nurturers.

If the caregiver is very harsh and critical of the child, the child will feel angry. How can a child cope with the anger of dependence on the caregiver and blame at the same time? That's when he creates a defense mechanism called "rationalization" and attacks the anger on himself

You're going to criticize me and accuse me of being so bad. This kind of self-attack rationalizes the storyline, alleviates the child's anxiety about the caregiver, and does protect our fragile hearts for a while. Think about it, when you were growing up, did you always have voices like "I'm too bad, I'm not worthy" in your brain?

All the self-defense of the base cavity has been "applicable" for a certain period of time, and as the progress of life, a single defense method can no longer meet the changes in life. Therefore, the subject then uses the method of "blaming others" to prove that "he is right" and "he is not so bad", and the more he blames others, the less he seems to prove himself wrong. The subject is right"Right and wrong are very true", every "wrong" seems to mean an "accusation", which triggers the subject's "anger and shame that attacks himself", and feels that he is still the one who fights and amuses himself"Too bad" of yourself.

This is also the reason why the subject is panicked and anxious in the face of "patient complaints".

When we accept ourselves and stop attacking ourselves, the way we see the world also changes. When your inner needs are not met and your heart is full of anger and grievances, you will care about the shortcomings of others, and when you see your own wounded heart and admit your anger and past pain, you will see that there are both good and bad in others.

At this time, when you complain to a patient, you will not feel angry and ashamed at first, but will judge rationally: is this a normal complaint or a malicious complaint? Is there anything I could do to improve my work?

Are the patient's emotions affecting her cognition and behavior? You see, all the ideas revolve around "things" rather than "people".

First of all, you have to correct your work attitude, don't always ignore others, I have also returned to the hospital to celebrate the New Year, and found that many medical staff have a really bad attitude, and under normal circumstances, patients will not be unreasonable, unless you do it very excessively.

The professional ethics must be higher, and all the basic work must be done in place, so that patients will not be complained.

When dealing with patients, you must be polite, consider the actual needs of patients, take care of patients very carefully, and communicate more with patients.

If the doctor is found to have violated the rules and regulations, he may be given an administrative penalty by the health administrative department. If the patient is not truthfully informed of his or her condition, medical measures and medical risks, and the circumstances are serious, the person in charge who is responsible and other persons directly responsible for the bridge shall be given administrative sanctions or disciplinary sanctions in accordance with law.

Article 56 of the Regulations on the Handling of Medical Accidents: Where a medical institution violates the provisions of these Regulations in any of the following circumstances, the administrative department of health shall order it to make corrections; where the circumstances are serious, the responsible managers and other directly responsible personnel are to be given administrative sanctions or disciplinary sanctions in accordance with law: (1) Failure to truthfully inform patients of their condition, medical measures, and medical risks; (2) Refusing to provide patients with services for copying or reproducing medical records without a legitimate reason; (3) Failing to write and properly keep medical records in accordance with the requirements prescribed by the administrative department of health; (4) Failing to make up the medical records for rescue work within the prescribed time; (5) Failure to seal, keep, or unseal medical records and physical objects in accordance with the provisions of these Regulations; (6) Failure to set up a medical service quality control department or to allocate full-time (part-time) personnel; (7) Failure to formulate a plan for the prevention and handling of medical accidents; (8) Failing to report gross medical negligence to the administrative department of health within the prescribed time; (9) Failing to report medical accidents to the administrative departments of health in accordance with the provisions of these Regulations; (10) Failure to conduct autopsies and preserve or dispose of corpses in accordance with provisions.

Legal Analysis: If a doctor is complained about if it is found that the doctor has indeed violated the rules and regulations, he may be given an administrative penalty by the health administrative department. If the patient is not truthfully informed of his or her condition, medical measures, and medical risks, and the circumstances are serious, the responsible managers and other directly responsible personnel are to be given administrative sanctions or disciplinary sanctions in accordance with law.

Legal basis: "Regulations on the Handling of Medical Accidents" Article 56 Where a medical institution violates the provisions of these Regulations in any of the following circumstances, the administrative department of health shall order it to make corrections; where the circumstances are serious, the responsible managers and other directly responsible personnel are to be given administrative sanctions or disciplinary sanctions in accordance with law: (1) Failure to truthfully inform patients of their illness, medical measures, and medical risks; (2) Refusing to provide patients with services for copying or reproducing medical records without a legitimate reason; (3) Failing to write and properly keep medical records in accordance with the requirements prescribed by the administrative department of health; (4) Failing to make up the contents of the medical records for rescue work within the prescribed time; (5) Failure to seal, keep, or unseal medical records and physical objects in accordance with the provisions of these Regulations; (6) Failure to set up a medical service quality control department or to allocate full-time (part-time) personnel; (7) Failure to formulate a plan for the prevention and handling of medical accidents; (8) Failing to report gross medical negligence to the administrative department of health within the prescribed time; (9) Failing to report medical accidents to the administrative departments of health in accordance with the provisions of these Regulations; (10) Failure to conduct autopsies and preserve or dispose of corpses in accordance with provisions.

Complaints can be lodged with the local health authority. For the initial diagnosis and treatment and rescue of patients, doctors in any hospital cannot shirk the patient, and must make preliminary diagnosis and treatment. According to the provisions of the first diagnosis responsibility system of the core medical system, the first diagnosis department shall establish a patient inpatient file, diagnose and treat the patient in strict accordance with the service workflow, and shall not pass the buck to the patient; No department or individual shall refuse treatment or delay treatment for any reason.

It also clearly stipulates that the above provisions are not implemented in the process of receiving, treating, rescuing patients or transferring patients; In the case of prevarication of the patient, the responsibility of the first doctor, the person concerned, and the department concerned should be investigated. Therefore, no matter what level of hospital it is, all doctors cannot refuse to treat patients for any reason.

Article 29 of the Decree of the Ministry of Health of the People's Republic of China Medical institutions admitting patients or suspected patients shall implement the method of first admitting patients and then settling the settlement, and no medical institution shall refuse to accept patients on the grounds of fees.

If the doctor is complained, it depends on the reason for the complaint, if it is just a very bad attitude, the first-hand side will generally be warned and dealt with, and some may also study for a period of time.

The consequences are determined depending on the content of the complaint. According to the relevant regulations, it is a violation of medical practice for a doctor to issue a false sick leave certificate for a patient, and if it is discovered, the doctor involved will be fined with a warning or a revocation of the doctor's qualification.

What is the impact of a complaint against a doctor?

1) Failure to truthfully inform patients of their condition, medical measures and medical risks (2) Refusal to provide patients with services for copying or reproducing medical records without justifiable reasons (3) Failure to write and properly keep medical records in accordance with the requirements stipulated by the health administrative department (4) Failure to make up the contents of the medical records for rescue work within the specified time (5) Failure to seal them in accordance with the provisions of these Regulations. (6) Failure to set up a medical service quality control department or to appoint full-time (part-time) personnel, (7) Failure to formulate a plan for the prevention and handling of medical accidents, (8) Failure to report major medical negligence to the administrative department of health within the prescribed time, (9) Failure to report medical accidents to the administrative department of health in accordance with the provisions of these Regulations, (10) Failure to conduct an autopsy and preserve and dispose of the corpse in accordance with regulations.

SummaryIf the doctor is complained, it depends on the reason for the complaint, if it is only caused by a very bad attitude, the first-hand side will generally be warned and dealt with, and some may also study for a period of time.

Legal basisArticle 55 of the Regulations on the Handling of Medical Accidents provides that if a medical accident occurs in a medical institution, the health administrative department shall give a warning according to the level and circumstances of the medical accident; where the circumstances are serious, order a temporary suspension of business for rectification until the original licensing department revokes the practice license, and the responsible medical personnel are to be investigated for criminal responsibility in accordance with the provisions of the Criminal Law on the crime of medical malpractice; where it is not sufficient for criminal punishment, an administrative sanction or disciplinary sanction shall be given in accordance with law. In addition to the punishment in accordance with the preceding paragraph, the administrative department of health may also order the relevant medical personnel who have suffered a medical accident to suspend their practice activities for not less than 6 months but not more than 1 year; where the circumstances are serious, their practice certificates are revoked.