随着我国的医疗环境和医患矛盾日益复杂和尖锐，医务社会工作的重要性和 影响力日益凸显。然而，目前医务社会工作的发展尚不成熟。医务社会工作者在 实务过程中不仅承担多重角色，还面临着角色间和角色内产生的冲突，这给医务 社会工作的服务提供和发展带来了许多问题。

本文以北京市 X 医院为例，采用访谈法、观察法等定性研究方法，了解医 务社会工作者在实务过程中扮演的角色，分析医务社会工作者在角色扮演中产生 的角色冲突及造成角色冲突的原因，最后从医务社会工作者、医院、高校教育三 方面提出缓解医务社会工作者冲突的建议。

通过对访谈资料的细致梳理，笔者发现 X 医院医务社会工作者在实务过程 中需要扮演行政人员、专业服务者、资源链接者、志愿服务者的角色；同时 X 医务社会工作者在角色实践中面临着双重冲突：一方面是因为多角色任务交织导 致的角色间的时间冲突和多价值取向导致的角色间的价值冲突；另一方面是基于 角色期待、角色能力与角色实践之间的差异产生的角色内冲突。进一步分析资料后，得出导致医务社会工作者角色冲突的三大原因：医务社会工作者自身的专业 知识和实务能力不足、医院支持力度不够以及医务社会工作教育的薄弱。基于上 述发现，本研究有针对性地提出推动医务社会工作者自身能力提升、医院支持体 系完善以及高校教育改进以缓解医务社会工作者角色冲突的建议。

With the increasingly complicated and sharp contradictions in my country's medical environment and doctor -patient contradictions, the importance and influence of medical social work are increasingly prominent. However, the development of medical social work is not yet mature. In the practice, medical social workers not only assume multiple roles, but also face conflicts between characters and characters, which brings many problems to the service and development of medical social work.

This article takes Beijing X Hospital as an example. Qualitative research methods such as interviews and observations were used to understand the role of medical social workers in the practical process The reasons finally put forward suggestions from the three aspects of medical social workers, hospitals, and colleges and universities to alleviate the conflict of medical social workers.

Through the detailed sorting of interview materials, the author found that the medical social workers of the X hospital need to play the role of administrators, professional servicers, resource linkers, and volunteers in the practical process; at the same time With double conflicts: On the one hand, the time conflict between characters caused by multi -character tasks interwoven characters and the value conflict between characters caused by multi -value orientation; on the other hand, based on the differences between character expectations, role ability and character practice The character conflict. After further analysis of the data, the three major reasons for the conflict of medical social workers: insufficient professional knowledge and practical ability of medical social workers, insufficient hospital support, and weak medical social work education. Based on the above discovery, this study has proposed a proper proposal to promote the improvement of medical social workers' own ability, improve the hospital support system, and improve the improvement of college education to alleviate the role of medical social workers.