問題病人

Difficult Patient

韓晶彥(Chin-Yen Han) ； 李惠玲(Hui-Ling Lee) ； 蕭冰如(Ping-Ru Hsiao) ； 陳麗琴(Li-Chin Chen)

《長庚護理》 21卷3期 (2010/09) Pp. 307-313

https://doi.org/10.6386/CGN.201009_21(3).0004

摘要

將病人標籤爲問題病人通常是根據病人的外觀、行爲或態度，並非來自於照護過程的複雜性。護理人員在標籤問題病人的過程中，僅觸摸到問題的表面，無法協助病人解決問題。本文的目的是探討問題病人的類型、問題病人的導因以及提出在臨床上照護問題病人的原則。在檢視問題病人議題時，醫院的常規與流程、環境因素以及護理人員態度都是可能的因素。護理人員扮演重要的角色，協助病人調適由健康者變成病人的過程。有效地運用溝通技巧，可以協助病人與護理人員處理所面臨的衝突。此外護理人員在照護過程中應避免對病人有批判性的想法，這將能降低衝突事件的發生。雖然在照護過程中出現困境是很難避免的，但護理人員可鼓勵病人參與照護，表達內心的感受，讓不愉快的情境轉變成正向的經驗。

關鍵字

標籤 ； 問題病人 ； 有效溝通

並列摘要

Labeling patients as ”difficult” is based on their appearance, behavior, and perceived attitude rather than on the complexity of the level of care they need. Nurses who consider a patient as difficult only touch the surface of a complex issue. This labeling cannot help to solve the problem. The purpose of this paper was to explore the types of difficult patients, characteristics of these patients, and implications for the provision of nursing services. Factors related to the hospital routines and policies, environmental factors, and nurses' attitudes and perceptions must all be considered the nursing staff labels someone as a difficult patient. Nurses play an important role in helping patients adjust to changing from a healthy person to a patient. Effective communication can help both the patients and the nurses deal with the conflicts that inevitably occur. Indeed, nurses need to avoid making judgmental assumptions about their patients. Doing this will help to decrease conflicts. Although difficult experiences in healthcare are inevitable, these unpleasant situations can become learning experiences that encourage patients to participate in their care and express their feelings about the healing process.

並列關鍵字

labeling ； difficult patient ； effective communication