1. Experience and harvest of outpatient service in hospital
Since the establishment of the East Campus, I have been engaged in the outpatient work of the Department of Cardiology. Talk about my experience in some outpatient services for your reference. 1, good medical attitude.
The first doctor the patient contacted after arriving at the hospital was the outpatient doctor. Be frank and patient with patients, listen as much as possible, encourage patients, have confidence in the treatment of diseases, have strong compliance and actively cooperate with doctors. Go out of the clinic on time at the specified time, so that patients can return to the clinic on time, and the examination and treatment are orderly. If anything happens, please ask for leave from the department and outpatient department in time, and if necessary, let the patients who return to visit again another day.
2. Medical technology should be continuously improved.
Clinicians should keep learning and enrich their knowledge structure. Detailed consultation, careful physical examination, reasonable examination, clear diagnosis as soon as possible, and formulate a treatment plan with high titer ratio. Standardize and rationally use cardiovascular drugs, and timely adjust the prescription dosage and type according to the patient's condition, so that the treatment scheme is effective and has few side effects. Patients with serious and complicated conditions were admitted to the hospital in time.
3. Highlight the characteristics of traditional Chinese medicine
Some patients may have received surgical treatment such as stent, bypass and radio frequency in western medicine, and the treatment of western medicine is standardized, but they still have symptoms such as chest tightness, shortness of breath, palpitation and dizziness. Treating and prescribing traditional Chinese medicine based on syndrome differentiation can effectively improve patients' clinical symptoms and quality of life. Pay attention to the treatment of double heart, and adopt the methods of soothing the liver and strengthening the spleen, calming the heart and calming the nerves, clearing the heart and promoting blood circulation to improve the anxiety and depression of cardiovascular patients. The methods of clearing liver, strengthening spleen, tonifying kidney and calming nerves are used to effectively treat hypertension.
4. Cooperation among departments
2. Experience and gains of hospital outpatient service.
With the development of modern nursing, the nursing mode has changed from functional nursing centered on a single disease to holistic nursing centered on patients, and the requirements for nurses have also increased. 1. has noble moral quality.
Moral quality is the core of quality training and the foundation of all other qualities. The main requirement is that nurses should first understand and respect patients. On this basis, nurses should also understand patients' obligations, that is, the obligation to provide information and materials related to diseases, the obligation to abide by doctor's orders and cooperate with treatment, the obligation to abide by relevant hospital regulations, and the obligation to maintain hospital order. Only by knowing the patients' medical rights and obligations, can outpatient nurses have theoretical and communication basis to speak when accepting and diverting patients, and patients can take orally and cooperate with triage.
2. Have good psychological quality.
The psychological quality of outpatient nurses refers to the comprehensive performance of psychological ability in nursing work, including nurses' cognitive ability, thinking response ability, attention, memory, adaptability, modality, will, temperament and personality. The good psychological quality of outpatient nurses enables them to adapt to patients with various personalities and eliminate their irritability and distress. At the same time, nurses are required not to bring unhappiness into their work. At work, we should always treat patients with a smile and a natural and graceful attitude, and narrow the emotional distance between nurses and patients.
3. Have excellent professional quality.
Outpatient triage is characterized by many disciplines and diseases, and it is difficult to be competent without multidisciplinary knowledge. This requires nurses to constantly learn new knowledge, besides their own professional knowledge, they must also learn the knowledge of marginal disciplines such as psychology, behavioral medicine and social medicine. Because the medical model has changed from biomedicine to bio-psychological-social medical model, not only pathogens can cause diseases, but also bad psychological factors and social environment can cause diseases. Therefore, with this knowledge, we can do a good job in psychological care and behavioral care of patients during triage.
4. Master communication skills correctly.
Outpatient nurses should receive patients with a smile. Smiling makes people feel kind, eliminates strangeness and increases trust in nurses. The language used by nurses when talking with patients should be kind and soft, which will bring patients a sense of pleasure. Different language expressions should be used for different interviewees to inform patients of what they need to know, so as to increase their trust.
5. Have keen observation and adaptability.
Among the waiting patients in the outpatient department, there are often patients with sudden changes in their condition. Nurses should have keen adaptability, carefully observe the patient's condition and pay attention to the patient's expression, posture, speech and so on. And find changes at any time to win the rescue time for patients.
6. Keep a good and stable mood
3. Experience and harvest of hospital outpatient service.
Outpatient nursing work is an important part of outpatient work and a window to reflect the quality service of the hospital. Its quality directly affects the service image of the hospital and the quality of outpatient service. Now I want to talk about the problems existing in outpatient nursing work in our hospital and related measures. 1. As an important department and window unit of the hospital, the outpatient department should keep the nurses' work clothes clean and tidy, and it is not allowed to brag. However, some nurses in the outpatient department of the hospital sometimes don't dress according to the requirements of the nursing department of the hospital, especially in winter.
2. Nurses have not accumulated enough professional knowledge. Outpatient service involves many specialties, so the guiding nurse should have rich professional skills and specialized knowledge, master the clinical characteristics of common diseases, have strong ability to analyze and deal with problems, and can provide medical knowledge consulting services for patients. Our hospital has changed the old service concept of outpatient nurses with old age and low education, but there are some problems that new nurses work directly at the outpatient guidance desk, have no detailed understanding of the hospital and have not accumulated enough relevant professional knowledge to do a good job in patient service. Measures: there should be a unified lecture to explain the branch situation and hospital rules and regulations in our hospital before work, so as to impress the new staff; Nurses working in the outpatient medical guide desk should have certain clinical experience.
3. Learn to put yourself in the other's shoes and strengthen the sense of active service. Because patients are different in gender, age, education level, disease type and condition, especially rural patients, elderly patients and other vulnerable groups, they are very unfamiliar with the hospital environment. A large number of patients come to the hospital and don't know how to see a doctor, where to register, and they can't find the corresponding consulting room after registration. Besides, they are confused by the new system now. Nurses should learn to put themselves in the patient's shoes, analyze and think from the patient's point of view, think about the patient's thoughts, worry about the patient's urgency, and communicate with the nursing object; As the staff of the registration triage office, it is the responsibility to actively help and correctly guide patients to see a doctor. In this process, nurses must adhere to the responsibility system of first inquiry, carefully ask the medical history, and grasp the patient's condition and needs in time. Through accurate preliminary judgment, select a specialist according to the condition and guide patients to register for treatment.
4, patrol observation consciousness should be strengthened. Registered triage nurses should check the number of patients who come to the outpatient hall, such as acute, severe and elderly (> 70 years old) patients with a purpose and plan for patrol observation and condition evaluation, so as to know fairly well. Especially now, with the new system, doctors should patrol at any time, and patients waiting in line are required to prepare their ID cards. Patients without ID cards should go to the doctor's desk to fill in the information form first, so as to improve patients' satisfaction. If the patient's condition changes dramatically, the nurse should also have keen adaptability and give corresponding emergency treatment at any time.
5. Protect and respect patients' privacy and maintain good medical order. There are a large number of outpatients in our hospital, and the time for patients to see a doctor is concentrated and the waiting time is long. The triage nurse should actively guide patients and stabilize their emotions. Pay full attention to patients' privacy, protect patients' privacy, and ensure patients have a good medical environment.
6. Use the waiting time to carry out health education. Timely targeted health education, explanation and explanation can eliminate all kinds of worries and emotions of patients and their families; Introduce and publicize the basic situation, specialties and medical level of the hospital for them and gain the trust of patients and their families.
7. Improve rules and regulations and implement post responsibilities. Set up a registration triage workbench at the obvious entrance of the outpatient hall, strictly formulate the work responsibilities and workflow of the registration triage workbench, and earnestly implement it. According to the working characteristics and needs of the registration triage workbench, the staff are required to arrive at the post on time in advance. When there are a large number of registered people, we should maintain a good order, constantly patrol and observe patients, speak kindly, take the initiative to ask patients if they need help, patiently and meticulously answer all questions and questions raised by patients, and arrange personnel to escort patients who are acute, heavy, hemiplegic, blind, old and inconvenient to move to the emergency department, diagnosis room or ward so that patients can get timely treatment and consultation.
8. Patients who seek medical treatment in the outpatient department are often accompanied by fear and irritability, and they often lack patience when waiting for a long time in the outpatient department, which is easy to stimulate medical disputes. With the acceleration of the process of social rule of law and the promotion of medical market, patients' awareness of rights protection has increased, and patients have changed from passive service to selective service. If they are not satisfied with the nursing service, conflicts will easily arise between nurses and patients. Our employees' awareness and ability to solve conflicts need to be improved. Therefore, in outpatient nursing, it is very important to strengthen nurse-patient communication, which can not only alleviate patients' impatience caused by long waiting time, but also shorten the distance between them, avoid medical disputes and eliminate medical hidden dangers.
9. All these are what nurses should do, but if nurses are not enthusiastic about their work, their work will be lifeless and passive. Work requires enthusiasm and positive spirit. Everyone has great potential, so how to ignite work passion with enthusiasm and develop potential? Then it is necessary to manage nurses at different levels, give pre-job training to new nurses, explain their career planning, and let them know that nurses also have development prospects and goals. Encourage them to constantly update their knowledge through junior college, undergraduate and master's education, form an atmosphere of professional research, and better serve patients; Let them understand that they can realize their own value through the titles of intern nurse, nurse, nurse, deputy director nurse, head nurse and nursing expert; You can also realize your own value through the management of practical nurses, nurses, nursing professional team leaders, ward head nurses, department head nurses, nursing department directors and nursing experts, so that they can have ideals, pursuits, contributions and rewards all their lives. Let them make continuous progress through continuous learning and ignite their passion for work.
10, with the development of the hospital, the outpatient nursing work in our hospital is also expanding, and now it has involved outpatient guidance, B-ultrasound, stomatology, gastroscope, radiology, obstetrics and gynecology, dermatology and other related departments. By understanding that their work also needs some help, they need someone to coordinate and communicate. Hospitals generally pay less attention to outpatient nursing, and pay more attention to wards than outpatient service, so does our hospital. The organization and management system of outpatient service needs to be strengthened. There are head nurses in the guide, triage and endoscopy rooms of large hospitals, as well as the head nurses and the director of the outpatient department of the nursing department. They often organize managers to go out to study, update their concepts and knowledge and strengthen management. Outpatient head nurses should also make daily "five rounds" and make records, patrol all consulting rooms and departments at any time, and often communicate with patients, doctors and nurses to find problems in time and deal with them in time. It is also necessary for our hospital to send nursing staff out to study outpatient nursing and learn from others' advanced experience.