Lazare A, Eisenthal S, Wasserman L
Arch Gen Psychiatry. 1975 May;32(5):553-8. doi: 10.1001/archpsyc.1975.01760230019001.
This report conceptualizes the initial psychiatric interview as a process of negotiation between the clinician and patient. Patients are conceived of as appearing with one or more requests, many of which represent legitimate needs. It is the clinician's task to elicit the request, collect the relevant clinical data, and enter into a "negotiation" that should foster a relationship of mutual influence between patient and clinician. We have attempted to show that this approach to patienthood not only improves patient care and patient satisfaction but also leads to improved staff morale. The "customer approach" has special relevance to those clinical settings (walk-in clinics and community mental health centers) in which clinicians see a broad range of patients with a broad definition of psychiatric problems and requests.
本报告将初次精神科访谈概念化为临床医生与患者之间的协商过程。患者带着一个或多个诉求前来，其中许多代表着合理需求。临床医生的任务是引出这些诉求，收集相关临床数据，并展开“协商”，这种协商应促进患者与临床医生之间的相互影响关系。我们试图表明，这种看待患者的方式不仅能改善患者护理和患者满意度，还能提高员工士气。“客户方式”与那些临床环境（即时就诊诊所和社区心理健康中心）特别相关，在这些环境中，临床医生会接待各种各样有着宽泛精神问题定义和诉求的患者。
