HAC (Russian)
RSCI (Russian)
EBSCO
DOI (USA)
Ulrichsweb (Ulrich’s Periodicals Directory)
Scientific Indexing Services

Conflict managements (a communication model)

DOI: https://doi.org/10.29296/25877305-2020-04-10
Issue: 
4
Year: 
2020

G. Tulitbaeva Emergency Hospital, Ufa

The paper deals with the problem associated with the prevention and management of conflicts between a healthcare worker and a patient. Analysis of patient complaints and sociological surveys confirm that the occurrence of conflicts is caused by misunderstandings and the characterological features of both the physician and the patient. In most cases, patients prefer to resolve the problematic situation with a specific physician. The paper proposes a communication model of conflict management, the following of which will help manage the tension occurring between the patient and the physician. Particular attention is given to the psychological technique described in the model.

Keywords: 
conflict
physician
healthcare worker
patient
communication model
conflict management



References: 
  1. Shevtsova Ju.V., Emelina A.V., Zaharova E.A. K voprosu o konfliktah mezhdu vrachami i patsientami i psihologicheskoj gotovnosti vrachej k rabote // Med. al'manah. – 2011; 5 (18): 36–9 [Shevtsova Yu.V., Emelina A.V., Zaharova E.A. To the issue about the conflicts between doctors and patients and psychological preparation of doctors for work // Meditsinskii al’manakh. – 2011; 5 (18): 36–9 (in Russ.)].
  2. Asen A., Reznik V.L., Oshibaeva A.E. i dr. Patsienty poliklinik Almaty o vozmozhnyh svoih dejstvijah pri konfliktah s vrachami // Vestnik Kazahskogo Natsional'nogo meditsinskogo universiteta. – 2018; 3: 322–5 [Asen A., Reznik V.L., Oshibaeva A.E. Patients of Almaty polyclinics about their possible actions at conflicts with doctors // Vestnik Kazakhskogo Natsional’nogo meditsinskogo universiteta. – 2018; 3: 322–5 (in Russ.)].
  3. Hubulava G.G. O prirode fenomena konflikta mezhdu patsientom i vrachom // Konfliktologija. – 2015; 4: 207–16 [Khubulava G.G. The point of the phenomenon of conflict between patient and physician // Konfliktologiya. – 2015; 4: 207–16 (in Russ.)].