As we all know, language is a tool to communicate feelings, and language is an important weapon for people to communicate in our lives. From the day of birth, a person begins to communicate with others by crying, eat and drink by crying, and tell people that they are uncomfortable. This is body language. With the growth of age, he can talk, gesture, blink, nod, shake his head, and so on, so there are verbal language (that is, written or spoken), body language and body language; Even deaf people still have sign language, so people can't live without language. With the growth of age and knowledge, people begin to use language skillfully, which is language skills.
Then, as head nurses, nurses and doctors, we have to use language as a communication weapon. In the specific work, we mainly communicate with department directors, doctors, peer nurses, leaders at all levels, comrades in various departments, strangers, and more importantly, communicate with patients all the time. So how can we communicate well and how can we communicate well with patients? This is the main content of this paper.
1. Warm and sincere language is the basic need to establish a good nurse-patient relationship and the premise of communication. Establishing a good nurse-patient relationship needs to gain the trust of patients, especially when they are admitted to hospital. When the patient first entered the hospital, he was unfamiliar with the ward environment, and he was very worried, painful, impatient and even afraid because of the torture of the disease. Therefore, we should warmly receive patients in comforting language and introduce the hospitalization environment and roommates in detail (I think this link is very good, which can make patients feel hospitalized. Even the roommate's illness will help us do some work), and find out the discomfort caused by the environment as soon as possible. If you have shown that you are affable, respect and care for patients and operate accurately, patients will have a sense of security, intimacy and trust, so that you will have more trust in yourself, which will inevitably increase your trust in doctors and hospitals, thus establishing confidence and hope in overcoming diseases and striving for an early recovery.
2. Answering patients' questions patiently and to the point, and helping patients understand the disease correctly, is the key to skillfully using language communication. After admission, patients have various questions about diseases, drugs and life. In this regard, nursing staff should be patient, and the explanation must be clearly explained; If confidentiality is required, give the patient an acceptable answer. For example: hypertension, if patients can understand some common sense of its occurrence, development and prognosis, and actively cooperate with treatment, they can achieve satisfactory curative effect. Such as sexually transmitted diseases, cancer, etc., we must do a good job of confidentiality and respect the personality and privacy of patients. If the explanation is improper, it will give patients a specious impression, make patients have unnecessary associations, which is not conducive to treatment and even lead to iatrogenic diseases. Therefore, our communication with patients should be easy to understand and carefully considered from the principle of psychotherapy.
3. Careful observation and serious heart-to-heart talk are conducive to understanding and mastering the patient's ideological trends, and clever use of language is an important guarantee for effective communication. Effective communication is very important. Generally speaking, every patient has his own special personality characteristics and ideological activities. Nurses should often patrol wards, care about patients, have heart-to-heart talks with patients, go deep into patients' inner world, and fully understand patients' condition. Only in this way can they be targeted, and what they say when communicating with patients will be skillful, powerful and weighty, so as to achieve the purpose of rapid and effective communication.
4. Learn to communicate with patients with silent language skills: especially suitable for critically ill patients, postoperative patients and patients with tracheotomy or ventilator. A look, a gesture, has a soothing effect on the patient, making the patient in the best state of receiving treatment and nursing. Silent language may be difficult for young nurses, especially introverted nurses. Even if barely achieved, her facial expressions, movements, eyes, tone and intonation are mechanical and inflexible. Very little emotional communication with patients, unable to help patients psychologically, lacking self-confidence. It's not that these young nurses don't want to do well, but they are temporarily incompetent and inexperienced. In this respect, young nurses should learn more from old nurses and head nurses. Then some nurses have insufficient awareness of active service, and can't really understand and predict patients' needs in advance, and can't effectively alleviate patients' pain; I think the patient wants something from you, does not put the patient in an equal position, and is expressionless and indifferent when doing nursing work. There is neither verbal communication nor verbal communication, so it is far away from the patient emotionally. It is not desirable not to be appreciated and liked by patients. Nurses and sisters who have this idea must pay attention, otherwise it is easy to have problems and complain. People often say that times have changed. That's true. It's not the 1980s. There are more famous hospitals, more famous doctors, more famous medical equipment, and so on, which leads to fierce competition in the medical market. You know: patients are our parents! Imagine how we can survive without patients, and why our hospital has provided quality services in recent years, and it has become more and more fierce; Why didn't we do this in the 1980s? Because we didn't need it then. It can be said that quality service is the product of the times, and there is no end.
On May 18 this year, our xx General Hospital Group held a promotion meeting of "Building Service Advantage and Creating a Demonstration Window of Civilized Industry". The theme of the conference is: standardizing six aspects of service, namely, standardizing service concept, standardizing service language, standardizing service behavior, standardizing service process, standardizing service environment and standardizing service supervision. While standardizing the service, it puts forward five contents of establishing an "honest hospital", namely, honest diagnosis and treatment, honest medication, honest charging, honest service and honest medical practice. Through these five contents, efforts are made to solve the problems of difficult and expensive medical treatment for patients. It can be seen that we must fundamentally change our concepts and have no choice. This not only protects itself, but also wins the market for the hospital. The better the business of the hospital, the greater our personal living space. Why not do this win-win approach?
Doctors' Experience of Excellent Service (II) In order to deepen the service concept of "patient-centered", strengthen basic nursing and improve the quality of nursing, the Ministry of Health put forward the "Demonstration Project of Excellent Nursing Service" with the theme of "consolidating basic nursing and improving satisfactory service". As one of the first demonstration wards of Jiangmen Central Hospital, the endocrinology department naturally feels a lot!
"Love, patience, care, responsibility, sincerity and enthusiasm" is the concept of quality nursing service in endocrinology department. In practical work, I use this "six hearts" to serve every patient and make them feel as warm as at home when they are hospitalized in endocrinology department. Nurses are their family and friends, and we will communicate with them sincerely. A beautiful smile and a simple greeting will warm their hearts, and they will smile and treat patients, families and staff sincerely. Creating a harmonious departmental atmosphere is the basis for us to provide quality services.
For example, we propose to reduce the phenomenon of running red lights. In the past, we mostly waited for the patient's call bell to ring before changing the infusion, which was in a passive state. Now, through the development of high-quality nursing service, we will change passivity into initiative, strengthen the examination of infusion patients, and take the initiative to infusion, change dressing and add medicine. Since the beginning of the work, the phenomenon of running a red light and calling a number has been obviously reduced, which not only strengthens everyone's active participation, but also enables us to know the patient's needs and changes in the condition in time during the process of patrolling the ward, which increases the patient's sense of security.
Of course, there are many others: for example, patients wash their hair in bed, take a bath, pour drainage, manicure, give medicine, wash their faces and feet, and so on. Start from every little thing, from every detail. Our service has also been supported and affirmed by patients and their families, and patients' satisfaction with us has also been greatly improved. This is an affirmation and encouragement to our work, and we will feel that our efforts are valuable and meaningful! Let me give you a few examples from the patient's voice and the testimony of his family.
Example 1:
I remember a 70-year-old male patient who fell at home because of ketosis. Incontinence, filth and bruises on admission. After the patient was admitted to the hospital, the nurse on duty scrubbed the body and changed clothes for the patient at the first time. Because of illness, the patient has to stay in bed and can't take care of himself at all. The nurses and sisters in the department take the initiative to take care of their lives, such as washing their hair, washing their faces, turning over, patting their backs, taking care of their daily lives and so on. The patient's condition gradually returned to stability. When the patient's condition improved, the first thing he said to us was "thank you!" A gentle thank you is the patient's heavy trust. When he recovered from his illness, the patient left a message: "It is a trivial matter to wash your hair and wipe your body. Truth warms people's hearts Where are your own children? It is rare for an angel to fall in love! "
Example 2:
A few weeks ago, an old man who had been hospitalized in endocrinology department in Zhongshan suddenly came to the ward. He thought the patient was unwell and asked him. Unexpectedly, the old man said, "Aunt, I'm fine. I just want to see you at the clinic. I have lived in several hospitals, but your nurse is the best and most considerate. Here are some fruits. Please eat when you are busy! " A few words will warm the hearts of the nurses and sisters present, which is the best recognition of our work by patients! No matter how tired and hard we are, it is worth it!
Example 3:
Family testimony
1. Nurses take good care of us, and we children don't have to take time off to accompany us every time as before. After several days of observation, we are very satisfied with the service here. This working mode is really good. It liberates all our children and allows us to go to work with confidence.
We are usually busy at work. If you stay here all day, you can't get away from your work, you can't afford to hire a companion economically, and you are not at ease. That's great. With you nurses here, we can save money and worry!
The above examples show that our work has been affirmed by patients and their families. Another point is that the nurses are in the ward, the condition observation is more and more careful, and the doctors are more and more satisfied with us. In the past, doctors had to learn about their illness from patients and lower-level doctors. Now doctors often know the patient's situation from the responsible nurse and the nursing team leader at any time. Under the careful observation of nurses, patients and doctors can rest assured.
Quality nursing has higher requirements for our nurses. Nurses should do a good job in health education for patients with solid theoretical knowledge and win the trust of patients with superb technology. High-quality nursing makes patients trust nurses more, and the value of nurses is fully reflected. Since high-quality care requires so much of us, my team partners and I will continue to work hard, actively participate and try our best to bring the best service to every patient!
Doctor's experience of quality service model essay (3) Recently, our hospital, that is, the Department of Obstetrics and Gynecology of the First People's Hospital of xx City, actively carried out quality services. Through our "smile service, make patients satisfied", let patients feel that our medical workers are on their side, which can enhance their confidence in overcoming the disease and make patients feel warm when they seek medical treatment in our hospital.
In order to ensure the implementation of this quality service, our department mainly starts from three aspects.
First, scientific management and strong quality.
Obstetrics and gynecology work is complicated and arduous, with great risks, especially the lives of mother and child in obstetrics are on our medical staff. In order to provide patients with safe and satisfactory services, the obstetrics and gynecology department of our hospital implements scientific management, firmly grasps the system construction and its implementation, and makes daily work orderly through day shifts. I think obstetrics and gynecology is a dedicated team. Only by managing the quality and achievements well, managing people with the system and mobilizing people's enthusiasm with the system can the work of the department be carried out smoothly and recognized by the society.
Second, the image of quality service tree
Hospitals should give patients a sense of trust, security and intimacy. With this "three senses", the quality of service is also among them. But these three senses are inseparable from high-quality technology and thoughtful and meticulous service. In recent years, with the support of the hospital, the department has sent medical staff to go out for further study, and at the same time actively contacted experts to give lectures, consultation and guidance in our hospital. Inherit, help and guide our young medical staff, constantly improve our technical level, and relieve a lot of pain for patients. The department attaches great importance to new technologies, and the director of the department sets an example, diligently pursues and constantly learns new technologies.
Third, family service warms people's hearts
Quality service is the basis for patients to gain trust, security and intimacy. We adhere to the empathy of medical staff "if I am a patient", starting with standardized words and family-style behavior. Through our excellent service, patients feel warm tips and informed information, not rigid terms; What I heard was cordial greetings and well-meaning explanations, not "raw, cold, hard and top."
I have always felt very proud, very proud, because my job is to welcome the arrival of new life, and my hands hold the hope of tomorrow and the flowers of the motherland. Looking at the arrival of the lively and lovely little angel, I will feel great joy in my heart. The work in the delivery room is extremely challenging. We are dealing with people who are going to be mothers. We must closely observe the labor process to ensure the smooth and safe arrival of the newborn, and there is no room for negligence. In the process of childbirth, we often encounter unexpected situations, which also makes us nervous. On the other hand, it is quite dangerous, because we often come into contact with blood, and we may be infected with infectious diseases if we are not careful. Although our work is dirty and tired, our sweat will be rewarded. When we heard the first strong cry of newborn babies coming into this world and saw one family after another walk out of here happily, our hearts were full of happiness, and life brought us infinite touch. "Excellent service" has further narrowed the distance between us and patients and has been well received by the public.
Model essay on doctors' experience in quality care (IV) In order to further clarify the working ideas, working methods and key tasks of the "quality care service demonstration project", promote the exchange of experience and promote the smooth development of all work. The provincial health department organized a special training for head nurses in the demonstration ward of high-quality nursing service. With the opportunity of training, I was lucky enough to visit xx Hospital in xx province. As one of the earliest hospitals providing high-quality nursing services in China, xx Hospital has rich experience in implementing basic nursing, improving the quality of specialties and carrying out scientific management. Through visiting and studying, I have a deep understanding.
First, the service reflects the basic nursing province. As a century-old shop, People's Medical has always attached great importance to building a service brand. From humanized service in xx years, to unaccompanied nursing in xx years, and then to comfortable nursing in xx years, all of them reflect the process of continuous innovation and improvement in saving people and doctors. It is this step-by-step improvement that finally condenses into today's service brand strategy: taking humanity as the concept, integrity as the content, specialization as the feature, unaccompanied as the requirement and patient satisfaction as the goal. When it comes to the high-quality nursing service of provincial doctors, we have to mention their "accompanying without nursing", which many nurses think is impossible. They took the lead in applying it to the work of provincial doctors. When I visited the gynecological ward of xx Branch, I really realized its connotation. In order to ensure the patient's rest, the nurse will arrange visitors according to the patient's condition to meet the patient's family and psychological needs, but will not interfere with any basic nursing work. The basic nursing of patients is to assist patients to complete all necessary life nursing work from head to toe according to the basic nursing instructions issued by the responsible nurse, including washing face, combing hair, wiping body and washing feet. Here, the treatment car has become a bond to unite the feelings of nurses and patients. When necessary, the nurse will immediately push the cart to the patient's bedside to solve the patient's difficulties in time. At the same time, their basic care is meticulous, and even when the patient has a rest at noon, they help the patient draw the curtains. They all thought of such details, and they did what the patient thought and what the patient didn't think. During the two days there, watching the busy figures of nurses, I deeply realized that the value of nursing is not only reflected in technology, but also needs our nurses to help every patient with sincerity, love and sincerity. It is also this heart, washing face and wiping feet, which is dazzling in the eyes of ordinary people, but it brings a sense of accomplishment to our lovely nursing colleagues and prolongs the happiness of patients.
Second, the professional connotation is embodied in rigor. After reading the document "Demonstration Project of Quality Nursing Service", many of our nursing colleagues do not fully understand life nursing, and even think that quality nursing is to belittle the status of nurses and give up the profession of nurses. During my study in the province, I saw them deepen the basic nursing work, and at the same time, I realized the connotation of nursing specialty embodied by their rigorous work style. If the nursing work is still just to carry out the doctor's advice and complete the nursing operation, how can we blame the masses for asking us nurses and doctors to run errands? As a nurse, the most important professional ability should be reflected in observing the illness and judging the patient's illness with his own professional knowledge. I was deeply impressed by the evaluation of the muscle strength of the patients before getting out of bed by the provincial medical nurses. Before the patient gets out of bed after surgery, the nurse in charge will evaluate the patient's muscle strength, and judge whether the patient can exercise after surgery according to the evaluation, and what is the time and scope of exercise. Through the combination of theory and practice, we can guide patients' activities more scientifically, advance many patients' activities and reduce postoperative complications. If we just stay until the doctor tells us that the patient can get out of bed in two days, and we tell the patient that he can only stay in bed for two days, what's the use of our continuing education expertise? We need to tell the patient why she can get out of bed in a day and a half, while the patient in the next bed needs two and a half days to get out of bed. I believe that only strict working attitude and style can create the professional connotation and brand value of nursing.
Third, efficient scientific management As the saying goes, "Management makes efficiency", how to achieve twice the result with half the effort through scientific management is also an important purpose of my study in the province. After two days of study, I came into contact with many advanced management methods. Nowadays, with the rapid development of science and technology, all walks of life are using advanced tools of informatization to improve work efficiency, and we nursing workers dare to adopt early adopters. There is a very good nursing management information system in the province, and managers can use the information system for scheduling, assessment, quality inspection and statistics. In order to do the fine management that we have been advocating, it is really important to carry out process management. Everything is streamlined and standardized, which not only speeds up the dissemination of information, saves manpower, but also improves management efficiency. Through the professional application of various processes in the work, including nursing operation process, each post process, key drug treatment workflow, non-drug treatment workflow, nursing management workflow and so on. It guides the work of nurses reasonably and meticulously, realizes the standardization and proceduralization of nurses' work, and thus reduces the occurrence of nursing errors and accidents. Among them, their small innovations in management are also very eye-catching. For example, the routine of nursing, expressed in the form of path, is to directly and clearly tell nurses what kind of nursing should be provided on the first day of admission for patients with the same disease, and where the nursing focus is the next day. This out-of-the-box measure, on the one hand, can make new nurses adapt to department work quickly, on the other hand, it also provides a guideline for nursing management. For another example, peer evaluation is conducted once a month, because nursing work is a collaborative work, and peer support plays a very important role in improving the atmosphere of the department and improving work enthusiasm. Therefore, the head nurse can know each nurse's work performance and the areas that need improvement from the side through the peer evaluation once a month, and then communicate with the parties in time to urge them to make rectification and strengthen the construction of the whole nursing team. Nurses and doctors who save lives have provided us with advanced service concepts and methods on the road of creating high-quality nursing services.
In the future, we should study and summarize, learn from others' strengths, combine with the actual situation of our department, constantly reform and innovate, adhere to the patient-centered, consolidate basic nursing, improve service quality, fully implement the relevant requirements of the "high-quality nursing service demonstration project", and do a good job in nursing work in a down-to-earth manner, so as to truly make other mountains' stones useful.