叙事医学视域下医院门诊投诉的分析及策略探究

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[中图分类号]R-052 [文献标志码]A [文章编号]1001-8565（2025）06-0734-05

DOI：10.12026/j. issn.1001-8565.2025.06.08

Analysisand strategy exploration of hospital outpatientcomplaints from theperspectiveofnarrativemedicine

QYU Amin

（Department ofOutpatient，the FirstAfiliated Hospital ofXi'an Jiaotong University， Xi'an 71O061， China）

Abstract：The outpatient department is the first“window” that patients encounter upon arriving at the hospital，andit is also a place where doctor-patient conflictsand doctor-patient disputes are relatively concentrated.Narrative medicine is a medical modelthat applies narative ability to medical practice，and related research has confirmed that applying narrative medicine in clinical departments can reduce doctor-patient conflicts and disputes.Based on this，using 15O outpatient complaint cases from A hospital as the basis，this paper analyzed the current problems in the outpatient department，such as insuficient doctor-patient communication，insufficient optimization of the medical treatment process，and the need to improve the humanistic quality of medical staf.On this basis，taking narative medicine as a theoretical perspective，the necessity and concrete pathways of applying narative medicine to te outpatient department were expounded.It aimed to laya theoretical foundation for reducing outpatient medical disputesand improving the narrative competence of outpatient medical staff，，ultimately condensing the consciousness of the doctor-patient destiny community and promoting the construction of humanistic hospitals and high-quality development of hospitals in China under the background of great health.

Keywords： narrative medicine； doctor-patient disputes; doctor-patient relationship；doctor-patient destiny community

门诊是患者到达医院最先接触的“窗口”，也是医院人流量最大、最集中的地方，容易发生医患纠纷。（剩余7281字）