I 摘要 医疗卫生事业是我国经济社会发展的重要组成部分。随着改革开放的不断深 化，我国医疗卫生事业得到了长足发展，特别是与广大人民群众就医看病密切相 关的医疗基础条件、医学科学技术有了质的飞跃，极大地提高了全民的健康水平 和幸福指数。但与此同时，也出现和存在着种种矛盾问题，其中，比较突出、倍 受关注的医患冲突问题，成为干扰正常医疗秩序、破坏群众就医环境的一大顽疾。 尤其是近些年来，伴随着网络和各种新兴媒体的快速发展，原本主要限于利益攸 关方的医患冲突，更是在各种媒体的推波助澜之下，掀起一波又一波的舆论浪潮， 甚至被借题发挥，恶意导演为一种“民意绑架”和“政治博弈”，造成社会不满 情绪的发酵，引发大众与党和政府的情感撕裂。大量的医患冲突问题演化为社会 热点问题，不仅严重阻碍医疗事业健康发展，而且极大影响社会和谐稳定，迫切 需要立足网络舆情影响愈加深刻的时代背景，研究拿出积极的行之有效的应对与 化解之策。 医院作为满足公众医疗需求、提供医疗服务的专业机构，具有追求经济效益 与社会效益的双重性，它既是一个经济活动的运营主体，也是社会公共管理的重 要组成部分。着眼于“两个效益”妥善处理医患关系，是优化医院运营必须关注 的一个重要方面，这也是本文研究的一个基本视角和逻辑起点。目前，在现有的 关于医患冲突解决对策的大量研究中，涉及到许多个角度，比如，有的直接从医 疗体制切入，有的着重关注舆论监管问题，有的则从社会学领域加以探析，等等， 可以说，研究内容涵盖了与冲突事件相关联的各个方面。本文在对当前我国医患 闹矛盾冲突的主要表现、特征及原因进行综合分析的同时，还运用生命周期理论， 有意识地向网络舆情影响方面作了一些拓展性研究，旨在通过对网络舆情这一新 形势下影响医患冲突的重要“变量”有所认识和把握，从而拿出一个既体现时代 特点又相对综合全面的解决对策。 本文共五个部分，梳理了当前我国医患冲突的基本样态，并分析了其背后的 客观因素。通过对网络舆情的构成要素、演化模式的分析，提出了网络舆情在医 患冲突事件中的特殊作用。最后本着“对症施策”的考虑，针对造成和影响医患 冲突的诸多因素，提出相应的对策建议。 关键词：网络舆情；医患冲突；应对策略Abstract II Abstract Medical and health services are an important part of China's economic and social development. With the deepening of reform and opening up, China's medical and health undertakings have made great progress. In particular, the basic medical conditions and medical science and technology closely related to the medical treatment of the general public have made a qualitative leap, which has greatly improved the health level and happiness index of the whole people. However, at the same time, there are also a variety of contradictory problems, among which the doctor-patient conflict problem is more prominent and attracts much attention, which has become a major stubborn disease that interferes with the normal medical order and destroys the public's medical treatment environment. Especially in recent years, with the rapid development of network and all kinds of new media, the original mainly confined to the stakeholders of the doctor-patient conflicts, especially under the push of a variety of media, the wave of a wave after wave of public opinion, even exploit, malicious director for a kidnapping "public opinion" and "politics", lead to social discontent fermentation, trigger emotional tearing masses with the party and the government. A large number of doctor-patient conflicts have evolved into hot social issues, which not only seriously hinder the healthy development of medical undertakings, but also greatly affect social harmony and stability. Therefore, it is urgent to study and come up with effective solutions to resolve doctor-patient conflicts based on the background of increasingly profound influence of online public opinions. As a professional institution that meets the public medical needs and provides medical services, the hospital has the duality of pursuing economic and social benefits. It is not only an economic activity operator, but also an important part of social public management. Focusing on the "two benefits" to properly handle the relationship between doctors and patients is an important aspect that must be paid attention to in optimizing hospital operations. This is also a basic perspective and logical starting point for the research in this article. At present, a large number of existing researches on the resolution of doctor-patient conflicts involve many perspectives, for example, some directly cut from the medical system, some focus on the supervision of public opinion, and some explore from the field of sociology , Etc. It can be said that the research content covers all aspects related to the conflict incident. This article, while comprehensively analyzing the main manifestations, characteristics, and causes of current conflicts between doctors and patients in China, also uses life-cycle theory to consciously make some extensive research on the impact of online public opinion. Under the new situation, the important "variables" that affect the conflict between doctors and patients have been recognized and grasped, so as to come up with aAbstract III relatively comprehensive and comprehensive solution that reflects the characteristics of the times. This article consists of five parts, combing the basic state of the current conflict between doctors and patients, and analyzing the objective factors behind it. Through the analysis of the constituent elements and evolution mode of the network public opinion, the special role of the network public opinion in the doctor-patient conflict is put forward. Finally, based on the consideration of "symbolism", we put forward corresponding countermeasures and suggestions for the many factors that cause and affect the conflict between doctors and patients. Keywords: Doctor-patient relationship;Doctor-patient conflict;Evolution process目 录 IV 目 录 摘要..................................................................................................................................... I Abstract.......................................................................................................................................II 第 1 章 绪 论...........................................................................................................................1 1.1 研究背景与意义..........................................................................................................1 1.1.1 研究背景............................................................................................................1 1.1.2 研究意义............................................................................................................1 1.2 国内外研究现状..........................................................................................................2 1.2.1 国外研究现状....................................................................................................2 1.2.2 国内研究现状....................................................................................................3 1.3 研究内容与方法..........................................................................................................5 1.3.1 研究内容............................................................................................................5 1.3.2 研究方法............................................................................................................5 1.3.3 技术路线图........................................................................................................7 1.4 论文创新点..................................................................................................................8 第 2 章 相关概念界定与理论基础...........................................................................................9 2.1 医患关系的概念和模式..............................................................................................9 2.1.1 医患关系概念....................................................................................................9 2.1.2 医患关系基本模式............................................................................................9 2.2 医患冲突的概念和现状............................