Common sense of nurse etiquette i. Ward
1. Etiquette for receiving newly admitted patients
When patients come to a strange hospital, they will feel lonely, afraid, nervous and anxious because they are strangers. The nurse should greet the patient kindly: "Hello, the inpatient department informed us. Come and let me help you with your things. " Ask what help you need: "Do you think there is anything else I can help you? I am the nurse in charge. My surname is Wang, and my name is Wang Moumou. "
The nurse's first impression of the patient is very important. When patients and their families feel your enthusiasm, it is very easy to open their hearts to you. The nurse should personally take the patient to the ward to familiarize himself with the hospitalization environment, help him to familiarize himself with the patients in the same ward as soon as possible, and introduce them.
In the process of guiding patients into the ward, nurses should take the initiative to help patients with bags or pick up heavy objects. We can often see that after the patient enters the ward, the nurse says to him, "Come, follow me, go to the ward. This is your ward. Come on, bed two. " The process is simple.
If we put ourselves in others' shoes: we are sick and come to the ward to see the nurse. When she saw us, she would come forward and say, "Oh, you are a patient who just came to the hospital. I just got a notice from the inpatient department. Come and let me help you with your things. " The nurse will take you in, and when you get to the ward, she will help you with your bag and introduce you to your patients and the facilities in the ward: "This is the TV, and the remote control is here. Look, this is a pager. Press when necessary. " Make a simple introduction, and you will feel valued and at ease.
When guiding patients into the ward, nurses should take a posture of moving slightly to the patient's side and introduce the environment while walking. This is not only out of courtesy, but also to observe the patient's condition and intention at any time, so as to provide nursing services in time. If you are traveling with elderly patients, you can see if it is convenient for him to walk. If you take a seriously ill patient, you need to observe the patient's condition at any time and provide nursing services at any time. At the same time, it can be decided whether it is necessary to continue to introduce the situation in detail or try to shorten the time to send the patient to the ward. Therefore, we should be basically parallel to the patients, and we should not just go forward and leave the patients behind.
2. Ward nurses should achieve "eight ones"
A sincere smiling face, a kind name, a neat hospital bed, a pot of fresh boiled water, a thoughtful and patient hospital introduction, an accurate and standardized health assessment, a medication education and a good first visit treatment.
3. Ward nurses should achieve "seven to"
"Seven Arrivals" means that the patient has arrived, and the honorific words of doctors and nurses should be: "Hello!" Smile, water, a pot of fresh boiling water, meals, treatment and nursing measures should all arrive in time, so that patients can feel warm and cordial, thus giving full play to the best function of nursing work.
4. Let the newly admitted patients have a sense of belonging.
Newly admitted patients, whether emergency patients or chronic patients, are very eager to know competent doctors and responsible nurses as soon as possible. Therefore, after the patient is admitted to the hospital, the nurse in charge should visit the patient at the first time, arrange the patient's food, clothing, housing and transportation, notify the attending doctor to be present as soon as possible, and introduce herself and conduct relevant examinations and treatments on the day of admission to meet the needs of the patient's master.
In nurse-patient conversation, if the patient takes a sitting position, then the nurse should take a standing position; If the patient is lying flat, the nurse should take a seat and use a basically parallel line of sight, which is more suitable for mutual communication.
5. Everything starts from the needs of patients.
For example, when a newly admitted patient comes to the nurse station in the ward, the nurse who accepts the patient should fully show respect for the patient. We should stand up and say "hello". This greeting is very important. It shortens the distance between nurses and patients. If other staff members are present, they should also nod and smile at the patients to welcome them. Patients should be introduced to the ward as soon as possible after going through the formalities at the nurse station. For some emergency patients or patients with mobility difficulties, such as the elderly, pregnant women, children, etc., patients should be placed in the best comfortable position as soon as possible. The nurse in charge should not ask about the medical history, take blood pressure, check the body, etc. In the nurse station, this will only increase the waiting time of patients and disturb the workplace order of the nurse station.
6. Nurse first asked responsibility system
The responsibility of first inquiry means that when a patient has doubts about treatment or is anxious to know the condition, no matter which nurse he asks, he should not shirk or let the patient find someone else to solve it.
As a nurse who is first questioned by patients, although not all problems can be solved, she should try to get in touch with other nurses, head nurses or doctors and inform patients of the results. For example, the patient asks, "Nurse Wang, I, um, my test results should come out today. I measured my blood sugar two days ago. Can you take a look at it for me? " Then we can tell the patient, "OK, I'll show you later and tell you later." "What is your blood sugar?" There should be a notice to the patient afterwards, telling the patient the result.
If the patient asks the nurse, "Xiao Li, the doctor told me to give me an infusion this morning, but it's already ten o'clock." Maybe the doctor asked the patient to give him an infusion, but it may not be opened later. It is also possible that the doctor's advice has been issued and the main nurse is handling it. Maybe the nurse in the treatment class went to get the medicine, but the pharmacy is filling the medicine and hasn't got it yet. Maybe the medicine has been brought back, and the nurse in the infusion class is adding medicine. All these processes are possible. If Xiao Li says, "Grandpa, I really don't know this, why don't you ask Xiao Zhang, a nurse in the main class, Xiao Wang, a nurse in the treatment class, and Zhou Xiao, a nurse in the infusion class? I really don't know this. " If this matter is put on the patient, where can the patient ask? Where does he know which is Xiao Wang, which is Xiao Li and which is Zhou Xiao? Therefore, when the patient asks someone, he should tell him, "We can go and see if the medicine has been prescribed and added immediately." At this time, our nurse said to the patient, "Grandpa, I just showed it to you, and the doctor has prescribed medicine." The nurse in our treatment class has gone to get the medicine, and will be able to bring it back for infusion in a moment. " Master, please get ready first. Don't worry. Go back to bed and wait a while. It will be here soon. "This is the first question responsibility system of our nurses, which fully embodies the patient-centered nursing concept.
7. Pagers cannot replace observation patrols.
Pagers should be placed where patients can reach them, and it is best to choose pagers with extension cords in clinic. When the patient has to stay in bed for various reasons, the nurse should lengthen the extension cord of the pager and put it where the patient can reach it, and teach the patient how to use it to increase the patient's sense of security. Of course, nurses can't just rely on pagers: "I left my pager here for you." Please call me when the liquid is finished. " You know, it is not the patient's responsibility to observe the condition and infusion. Patrol more and take the initiative to solve problems. Pagers are put in order to give patients a sense of security and call in time when necessary. But it can't replace the nurse's duty to patrol the ward.
Pagers are ringing everywhere and red lights are flashing everywhere, which shows that our work is very busy and passive. In the process of infusion, nurses should know whether the patient has finished infusion, when, whether the patient needs to urinate, whether he needs to drink water and whether he needs to change his position. He should patrol more and take the initiative to look after patients.
When answering the pager, the nurse must have a good attitude to make the patient feel safe. When the nurse answers the pager, she should have a very civilized attitude and a very polite language. She shouldn't say "wait a minute" or "I'll be right there", but make the patient feel safe. We should answer, "OK, I'll be right there". Of course, we should go to bed at once.
8. Respect and care for patients before surgery and treatment.
Nurses should have preoperative instructions before performing various operations on patients. Before doing all kinds of tests, nurses should knock on the door gently when entering the ward to show respect for each other and greet each other gently: "Hello, good morning and good evening". At the same time, our nurses should be dignified and generous, warm and friendly, so that patients can feel cordial and warm. Before gastric tube indwelling, catheterization, enema and other operations. Think of the patient everywhere, such as drawing curtains, shielding the screen, patiently explaining and comforting the patient to get the patient's cooperation.
At the same time, we should give patients psychological comfort. For example, before infusion, the nurse should tell the patient in a friendly and natural tone: "Hello, Aunt, I will give you infusion now. Do you need to go to the bathroom? " If you are bedridden, you should also ask if you need to go to the toilet, and arrange a comfortable position for the patient and carefully choose blood vessels. In the process of infusion therapy, patients often stay in bed for too long because of limited activities, feel tired and anxious, and hope to receive infusion therapy as soon as possible. Some patients even adjust the speed of infusion by themselves. Therefore, nurses must tell patients and their families the amount and time of infusion in advance, so that patients can be psychologically prepared and avoid imposing an imperative tone on patients. We have to explain to the patients that the infusion speed is too fast, which will bring a burden to the heart. Please cooperate with safe infusion.
9. Etiquette in nursing operation
The highest etiquette of nursing operation is to respect patients and "cherish life and put patients first". It is necessary to give patients a sense of security to the maximum extent. If a nurse brings a mobile phone to work, it must be turned into a mute state, so as to avoid distracting your attention and causing patients' anxiety when the mobile phone rings. If a colleague informs you to answer the phone during the operation, you should ask your colleague to tell him to call him back later, hang up the phone, and complete the operation in an orderly manner at the original operation speed, so that the patient can feel that he is the most important in your work.
10. Etiquette for Urging Hospitalization Deposit
Patients with severe illness and major surgery are tortured by the disease, and at the same time they have to bear great economic pressure. Sometimes, patients owe money. In order to avoid bringing greater mental stress to patients who are helpless in hospital beds, nurses should tell their families about paying the hospitalization deposit instead of disturbing the patients.
Second, the etiquette of treating patients' families
Treat patients' families with the same kindness, enthusiasm and patience as patients. The nurse-patient relationship is not only the relationship between nurses and patients, but also the relationship with patients' families in a broad sense. Because patients' families play an extremely important role in the process of patients' treatment and rehabilitation. The words and deeds of patients' families are influenced by both patients and patients. It can be said that the relationship between nurses and patients' families is a very important supplement to the nurse-patient relationship. Therefore, we should treat patients' families with the same kindness, enthusiasm and patience as patients. When necessary, we need to help them actively, sincerely and as much as possible, so that patients' families and patients can have trust in us, so that nursing work can get twice the result with half the effort.
Third, discharge etiquette
1. discharge education and follow-up
When the patient is discharged from the hospital, the nurse should take the initiative to assist in the discharge formalities, and at the same time provide oral health education or written education. Moreover, we should take the initiative to provide experts with follow-up time for patients, answer questions raised by patients, and inform patients to come to the hospital for review regularly according to the doctor's advice; If you feel unwell, come to the hospital at any time or call for advice. You can also ask the patient to leave his contact information and home address, so that we can call or visit at home regularly.
Leave the hospital and say goodbye.
Farewell after discharge is a continuation of our care for patients, a good opportunity to express friendly wishes when leaving, and to enhance the relationship between nurses and patients. When the patient leaves the hospital, the nurse should go out of the corridor and say "take care", "don't forget to take medicine" and "say hello to my family", which can show the quality of our nurses and bring care to the patient, his family and friends. A warm farewell can make the patient feel that your concern for him continues.