贝蒂的情况还算幸运,沟通不畅常常会导致更恶劣的后果。非营利组织“医疗机构认证联合委员会”(Joint Commission)发布的一份报告指出,医院中发生的严重不良健康后果中,有逾70%的根源在于沟通不畅(而不是医护人员欠缺专业技能)。
A doctor’s ability to explain, listen and empathize has a profound impact on a patient’s care. Yet, as one survey found, two out of every three patients are discharged from the hospital without even knowing their diagnosis. Another study discovered that in over 60 percent of cases, patients misunderstood directions after a visit to their doctor’s office. And on average, physicians wait just 18 seconds before interrupting patients’ narratives of their symptoms. Evidently, we have a long way to go.
医生能否解释、倾听、与患者产生共鸣,对于病人的诊疗有着深远的影响。然而一项调查发现,有三分之二的病人在不知道诊断结果的情况下,就被要求出院了。另一项研究发现,在超过60%的病例中,患者在问诊后误解了医生的指示。医生平均只会等18秒,就会打断患者对症状的陈述。显然,我们有很长的路要走。
Three years ago, my colleagues and I started a program in Harrisburg designed to improve doctors’ communication with their patients. This large urban hospital system serves a city with a population of about 50,000, together with the surrounding metropolitan area of more than 550,000 people.
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