Time flies. Inadvertently, a year's work will be over. We have made great progress through our efforts in the past year. If you are still confused, then I think you need to stop for a while and sum up your past work. I believe that writing a year-end summary is a headache for many people. The following is a sample essay (generally 5 articles) of "Annual Work Summary, Guiding Nurses" compiled by me, which is for your reference only and I hope it will help you.
Annual work summary 1, individual guidance nurses, as outpatient guidance nurses, it is very important to observe patients' words and deeds in time, because only in this way can we provide effective triage for outpatients.
I remember one morning, I was in the triage class in the outpatient hall. There are many outpatients in the morning. When I visited the hall, I saw an unaccompanied aunt leaning on a stool in the internal medicine clinic with her hands propped up, and her expression looked very painful. So I stepped forward and asked with concern, "Hello, Aunt, what's wrong with you? Can I help you? " Aunt heard my question and whispered, "Nurse, my head is a little dizzy and my chest hurts a little." Oh, I quickly brought a sphygmomanometer nearby and took my aunt's blood pressure. When I saw it, it was 195∕ 155mmHg, which was very high. I didn't think it was right, so I adjusted my position and measured it again. It was still the same value. I told my aunt this value and said, "Aunt, your blood pressure is relatively high. Do you usually have a history of hypertension? " Yes, it's always high. Has aunt seen a doctor? Did you take antihypertensive drugs on time? Then I asked my aunt, saw a doctor and took antihypertensive drugs prescribed by the doctor, but I forgot to take them because I was busy with farming these days. Aunt answered me softly. Then I counted my aunt's pulse again, 92 times per minute, which was a little fast. So I helped my aunt into the internal medicine clinic and told Dr. Wei about her illness and vital signs. After hearing this, Dr. Wei immediately took the patient's blood pressure, listened to the heart sound and felt the pulse with a stethoscope. After a while, Dr. Wei said to me, "Wheat, fortunately, you found it in time. This patient has not only high blood pressure, but also symptoms of myocardial infarction. If it is dragged on, the consequences will be unimaginable. " Go to the hospital at once. Later, I escorted my aunt to the inpatient ward in a wheelchair and helped her go through the admission procedures. I didn't leave until I handed over a shift to the nurse in the ward.
Yes, as an outpatient guidance nurse, you should not only have solid professional knowledge, but also know how to observe patients' facial expressions. When you meet a special patient, you should take the initiative to ask seriously. Only in this way can we provide the most effective and fastest triage service for patients without delaying the development of patients' condition and the treatment of diseases.
In the past 2 1 year, under the correct leadership of hospital leaders and nursing department, the annual work summary of personalized guidance nurses has pushed the guidance work to a new height. The guidance work is summarized as follows:
Guidance work includes consultation, accompanying consultation, sending consultation, communication and coordination, assisting in rescuing critically ill patients, providing boiled water, distributing disposable water cups, examining patients with mobility difficulties and inpatients, providing wheelchairs and flatcars free of charge, and distributing various newspapers, health education publicity materials and department profiles. The information desk is also equipped with needle and thread, scissors and other convenient service measures. These things are very inconspicuous, but if they are done well, they can provide great convenience for patients, make them feel happy and gratified, and then increase their goodwill and trust in the hospital. If it is not done well, it will affect patients' evaluation of the hospital and destroy the overall service image of the hospital.
After working for a long time, some people will disdain the consulting work, thinking that it has neither technical content nor economic benefits, and it is trivial and hard. Without a strong sense of professionalism and responsibility, the passion of consultants can easily be spent on trivial things day after day, and passion is the most valuable service trait. Losing passion in service is like losing one's soul.
First of all, establish new concepts and improve the professional responsibility of tour guides.
1, serving patients well means knowing the hospital environment and related matters. Consultants are the "green card" of patients, and we are the receptionists when patients come to see a doctor. Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors. Patients are not satisfied with the services of other departments. We are coordinators, and our ultimate goal is to do everything possible to meet the needs of patients. Open patients' hearts with sincere dedication and sincere service and win their trust.
2. To serve patients well, it is necessary to be a hospital "walking dictionary" that patients can't get into the exam. As the first stop of hospital service, I have to contact people of different ages and personalities every day. How to make these people with different needs hope to come and return with satisfaction is the biggest test of consultants' knowledge, wisdom and communication skills. They should not only be familiar with the environmental characteristics, technology and equipment strength of the hospital, but also be familiar with the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department. We even need to know the medical characteristics of other hospitals. When we meet the needs of patients through appropriate speech and extensive knowledge, we win the trust and recognition of patients in a very short time. It builds a bridge between patients and hospitals.
Second, through various trainings, the overall quality of consultants has been improved.
The key to improving service quality lies in the improvement of service personnel's quality, but it will not happen overnight. In particular, we are faced with a newly recruited tour guide who knows nothing about the hospital, so that she can never be familiar with the environment, master certain theoretical knowledge and professional skills, and improve the quality of the tour guide by formulating relevant responsibilities, systems, codes of conduct, professional training and etiquette training, so that the tour guide can have a high professional quality. The guidance work, like other nursing work, should not be underestimated, and it is the window to reflect the quality service of the hospital. Only by understanding from this height can we actively and enthusiastically help patients who come to see a doctor.
Thirdly, the implementation of the new standards has improved the work quality and efficiency of tour guides.
Due to the lack of clear objectives in the guidance work, it is difficult to evaluate and quantify the service quality with data. Up to now, there is no special institution or course to train instructors, which is different from medical nursing knowledge training. In order to improve the work quality and efficiency of instructors, hospital leaders invited teachers from Lixin Company to guide the work. Plan the responsibilities, system, workflow, training plan and assessment standard of guiding nurses. In order to improve the work enthusiasm of guiding nurses and break the state of doing more and doing less, based on improving job responsibilities and service processes, a work incentive plan is formulated, which is linked to salary.
Fourth, scientifically manage the outpatient area and create an orderly medical environment.
Outpatients are eager to seek medical treatment, which often leads to unnecessary crowding and quarrels. If it is not handled properly, it will lead to confusion. Instruct nurses to be compassionate, treat patients as their friends and relatives, understand and understand the pain and troubles caused by diseases, grasp the patients' mentality and various needs in time, patiently answer their questions, and at the same time keep a cool head, stabilize patients' impatience, do a good job in counseling, seek medical treatment in an orderly manner, and maintain the order of outpatient service. In addition, the guiding nurse has the responsibility of keeping the outpatient environment clean. For example, if you see patients and their families smoking or littering everywhere, you can boldly and politely correct them, so that every patient can consciously abide by the relevant rules and regulations of the hospital and create a quiet, orderly and clean medical environment.
In a word, "guiding diagnosis" seems to be a relatively easy job, but it is not easy to be an excellent guide. You should not only pay attention to the correct appearance, but also keep a positive mood at all times and know some communication skills and simple medical knowledge. More importantly, you should have a high degree of sympathy, think about what the patient thinks, be anxious about the patient's urgency, understand the patient, and devote yourself wholeheartedly to your work. All tour guides should be trained through the daily morning meeting. All right. Wrong criticism, continuous improvement in view of the shortcomings in the work, and efforts to improve the guidance and diagnosis work, so as to truly solve practical difficulties for patients, and at the same time play a positive role in promoting the social and economic benefits of the hospital.
Annual work summary, personal nurse, guiding doctor-these two words are very heavy and tired for me, and the ups and downs are really hard to express. As a new department, I don't know exactly what to do. The work is in the lobby without a set meal, under the eyes of leaders and hospital staff.
Everyone has their own understanding and views on guiding doctors. Everyone has never been a doctor, but it has caused me endless trouble.
When the leader gave me the task of guiding doctors, I, like everyone else, didn't know what it meant to guide doctors, what to do and what to do, so I had to turn to other hospitals for help, visit and study, and then bring back what I saw, learned and realized in combination with the specific situation of our hospital, which was gradually improved through work and proved to be very effective in practice. Close contact with patients is the greatest help to patients. Some people say that the guide is not like a doctor, standing at the window of the registration room, surrounded by patients, as bad as it should be. But do they know? How much trouble does the complicated medical insurance and registration system bring to patients and registration rooms? As the staff of the registration room, we should strive to overcome the complexity of the system, adapt to and master the operating system as soon as possible, speed up the service and improve the service quality.
But for the sick, why can we ask them to overcome it? We must try our best to help them to reduce the trouble caused by medical insurance and registration. Moreover, working in the registration room window not only solves the problem of patients' registration trouble, but also actively diverts patients at the first time, and grasps the patient's condition and medical situation, so as to do a good job as soon as possible.
Because registration is the initial link and the first impression of patients when they come to the hospital, I can't do well in other links, but I can do well in the links I can manage. Now that we have been included in the service industry, our thinking concept will change, our service consciousness will be improved, and patients will become our customers and be regarded as "gods". Medical guidance should always be considerate of customers, provide convenience for customers and try to solve difficulties. The new hospital has just been established, and many systems are still not perfect. Many people and individual leaders do not know the specific work of guiding doctors, let alone how to manage as the person in charge of guiding doctors, thus increasing the difficulty of my work. They think that my job should only be in the lobby, but they ignore that I am also responsible for guiding the management of doctors, and I am also responsible for guiding the management of doctors on the second and third floors, including expert clinics.
Once I was patrolling on the second floor, a leader said to me:
Why do you come to the second floor at work? Where is your post? You can't go to work.
I've been thinking about this question:
Where is my mail? What is my specific job? How? Since I am in charge of guiding doctors, I must also know about the work of guiding doctors on the second and third floors, including expert clinics. If this is a string of posts, how should I manage it? How should I do my work? The expert clinic was for me, that is, the section chief Zhang of the medical department at that time, and asked me to arrange a person to take charge of the expert clinic. At that time, Zhang Zhiyuan didn't ask me to appoint someone to manage the specialist clinic. Considering that "Wu" is old and in poor health, she is a doctor on the third floor, and her work is relatively easy, so I arranged for her to be a doctor on the third floor, manage the expert clinic and make cotton swabs needed by experts. When the second floor, functional department and radiology department are busy, I will give it to Zhu, and the hall is mainly responsible for me and the newly hired doctor. If the newly hired doctor is not here, I will also arrange doctors on the second and third floors.
However, in this year's work, the doctors on the third floor did not obey the management and arrangement, which was related to many human factors outside. She thinks that I have no right to manage the expert clinic and arrange her work, which has a great conflict with me and even affected my work. Director Li of the nursing department failed to coordinate many times. Of course, I am also responsible. I am immature and inexperienced, and my working methods are not appropriate. Finally, it ended with an expert clinic. To tell you the truth, I am very distressed to set aside an expert clinic. I built it myself under the command of Zhang Zhiyuan. It took a lot of brains to diagnose the bed, and it was not easy to set it up bit by bit. At the beginning of this year, there was a crisis in guiding doctors. There is only one new young medical director left, and Wu needs to take a break. Zhu and I must manage the hall, as well as the second floor and the expert clinic. The three of us, Qi Xin, cooperated very well and were praised by two professors.
Just after the Spring Festival, medical insurance began, and the workload of the registration room increased, as did the workload of the doctor guide. At this time, there is a serious shortage of nurses in the infusion center. In order to ensure the quality of medical care, the only small guide was transferred, and the task of the hall was all on me, which lasted for more than two months. This period coincides with the adjustment of medical prices in the whole province, and all the prices have to be changed again. The staff in the registration room had to adapt to the new price and the new price code again, as well as the patients. Then the staff in the registration room had to prepare for the exam, and I took over a lot of work. Some people say that I didn't do my doctor's guidance well and ran in to register, but who knows that the work in the registration room is closely related to the doctor's guidance? Who knows that while trying to explain to the patient, I can also help the patient hang a lot of numbers, which immediately solves the patient's irritability. No matter what others think of me, I just want to say that I will do it as long as the work needs it and the patients need it. Since I entered the medical insurance, the computer has often broken down, even twice. One afternoon, the computers in the registration room and pharmacy were all down. I immediately communicated with the pharmacy staff, and together with the staff in the registration room, according to the evaluation of the pharmacy staff, I completed the charging work with handwritten invoices. After the computer was repaired, I worked overtime to help print invoices for the convenience of patients.
Coordinate and solve a large number of contradictions and disputes between doctors and patients in time, deal with the problems found in time, reasonably solve the problem of patients' abandonment, and feed back to relevant departments when necessary. While serving patients, we have also done a lot of publicity work for hospitals and hospital staff, such as what new equipment and technology the hospital has introduced, the environmental conditions of the hospital, how the hospital will develop, what projects our hospital has done very well, and what characteristics and expertise doctors have. Sometimes it's really hard for me to think. I put in a lot of good words for you when everyone was accusing me. Due to the general flow of young doctors, there are no fewer than 20 people from the opening to now, the longest is no more than one year, and the shortest is only one day. Every time I come to a new doctor, I will conduct comprehensive training and guidance, teach them the service concept I have learned and understood, and apply it to my work. In order to make the new guide adapt quickly and get familiar with the work, I also listed the staff list of the whole hospital according to the department.
I have also done some other work, such as printing documents for the health department, so I won't go into details one by one. This time, after the operation, I also have a lot of time to quietly examine my works, especially the Analects of Confucius taught by Professor Yu Dan. Yu Dan said: To do or not to do is the same meaning, so we should learn to grasp the degree of being a man and doing things, just like a group of hedgehogs are too close for winter, but too far away to achieve the effect of heating. After repeated running-in, it finally reached the middle level.
We don't lack icing on the cake, but timely help. We should concentrate on our work and try our best to do our work well.
Annual work summary, visiting nurse. It's been 4 1 year, and I feel that I am doing a job similar to that of a visiting doctor. Take a real guide doctor to receive patients at the guide desk every day. Under the correct leadership of hospital leaders and nursing department, we have pushed our work to a new level by focusing on patients and adhering to people-oriented. My work is summarized as follows:
Our work includes consulting, accompanying doctors, sending doctors, communicating and reconciling, examining patients with mobility difficulties and hospitalization, providing wheelchairs and cars free of charge, distributing various newspapers, health education publicity materials and department profiles; These things are unremarkable, but done well, they can provide great convenience for patients, make them feel happy and gratified, and then increase their goodwill and trust in the hospital. If it is not done well, it will affect patients' evaluation of the hospital and destroy the overall service image of hospital medicine. After working for a long time, some people will sneer at our work, thinking that it has neither technical content nor economic benefits, and it is trivial and hard. If there is no strong sense of professionalism and responsibility, the pride of our employees will easily be exhausted in everyday trivial matters, and pride is the most precious service quality. Service loses its pride just as human beings lose their souls.
First of all, the establishment of new ideas has improved employees' sense of professional responsibility.
1, serving patients well means knowing the hospital environment and related matters. Our staff is the patient's "green card" and we are the reception staff. Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Patients are not satisfied with the services of other departments. We are mediators, and our ultimate goal is to find ways to meet the needs of patients. Open patients' hearts with sincere dedication and sincere service and win their trust.
2. To serve patients well, it is necessary to be a hospital "walking dictionary" that patients can't get into the exam. As the first stop of hospital service, we have to contact people of different ages and temperaments every day. How to make these people with different needs come back with expectation and satisfaction is the biggest test of our staff's knowledge and communication ability. It is necessary to be familiar with the environmental characteristics, technology and equipment strength of the hospital, as well as the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department. Meet the needs of patients, and win the trust and recognition of patients through appropriate conversation and extensive knowledge. It builds a bridge between patients and hospitals.
Second, through various trainings, the overall quality of employees has been improved.
The key to improving service quality lies in the improvement of service personnel's quality, but it can't be achieved overnight. We should master certain theoretical knowledge and professional skills, and improve the quality of consultants by formulating relevant responsibilities, systems, codes of conduct, professional training and etiquette training, so that our staff can have a high degree of professionalism. Our work, like other nursing work, should not be underestimated, and it is a window to reflect the quality service of the hospital. Only by getting familiar with it from this height can we actively and enthusiastically help patients who come to treatment.
Third, scientifically manage the outpatient area and create an orderly medical environment.
Outpatients are eager to see a doctor, which often leads to unnecessary congestion and quarrels. If it is not handled properly, it will lead to confusion. We nurses should be sympathetic, treat patients as their friends and relatives, know and understand the pain and troubles caused by diseases, grasp the patients' mentality and various needs in time, and patiently answer their questions. At the same time, we should keep a cool head, calm patients' impatience, do a good job of counseling correctly, see doctors in an orderly manner, and maintain the order of outpatient service. In addition, the guiding nurse is responsible for keeping the outpatient environment clean. For example, when she sees patients and their families smoking or littering everywhere, she can boldly and politely correct them, so that every patient can consciously abide by the relevant rules and regulations of the hospital and create a quiet, orderly and clean medical environment.
In a word, "guiding diagnosis" seems to be a relatively easy job, but it is not easy to be an excellent guide. We should not only pay attention to proper appearance, but also keep a positive mood at all times, and know certain communication skills and simple medical knowledge. More importantly, we should have a high degree of sympathy, think about what patients think, be anxious about what patients are anxious about, understand patients and devote ourselves wholeheartedly to work. Through the morning meeting time every day, all consultants are trained, with good praise and wrong criticism. In view of the shortcomings in the work, we will continue to improve and strive to improve the consulting work. Only in this way can we really solve practical difficulties for patients and play a positive role in promoting the social and economic benefits of hospitals.
Annual work summary, guiding individual diagnostic nurses, under the correct leadership of hospital leaders and department leaders, guiding diagnostic departments to closely focus on patients, adhering to family-friendly and one-stop service, and promoting the smooth development of guided diagnosis. The guidance work is summarized as follows:
First, establish new ideas and improve the sense of responsibility of the guides.
In order to better serve patients, the staff in our hospital are well aware of the hospital environment and related matters. The guide is the patient's "green card". When patients come to see a doctor, we are receptionists. Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Patients are not satisfied with the services of other departments, and we are the coordinators; Our ultimate goal is to do everything possible to meet the needs of patients. Open patients' hearts with sincere dedication and sincere service and win their trust. We strive to meet the needs of patients, win the trust and recognition of patients, and build a bridge between patients and hospitals through our proper speech and extensive knowledge in a very short time.
Two, through business learning, improve the overall quality of instructors.
In order to improve the service quality, we will take improving the quality of service personnel as the basic point. By formulating relevant responsibilities, systems, codes of conduct, professional training, etiquette training, etc. We can improve the quality of tour guides and make them highly professional. Guidance work, like other nursing work, cannot be underestimated. It is the window to reflect the hospital's quality service. Only by understanding from this height can we actively and enthusiastically help patients who come to see a doctor.
Three, the implementation of new standards, improve the quality and efficiency of instructors.
Due to the lack of clear objectives in the guidance work, it is difficult to evaluate the service quality with data and it is also difficult to quantify it. So far, there is no institution or course for training instructors, and guidance training is different from medical nursing knowledge training. In order to improve the work quality and efficiency of instructors, hospital leaders personally guided the guidance group, and planned the responsibilities, systems, workflow and assessment standards of guiding nurses, which improved the quality and efficiency of guidance work.
Fourth, scientifically manage the outpatient area and create an orderly medical environment.
1. There is a clear division of labor in guiding nurses' triage work. There are two guiding nurses in the lobby on the first floor, which are divided into guiding nurses and guiding nurses in the lobby. Nurses at the guidance desk are mainly responsible for coordinating the work of various departments in the hospital, registering physical examination personnel, and being responsible for health education and publicity in the hospital. The nurses in the lobby on the first floor are responsible for the clear triage of patients in our hospital in the future, helping patients to seek medical treatment more conveniently and quickly. The guiding nurse on the second floor is responsible for timely and accurately diverting patients to various departments. The guiding nurse on the third floor and the fourth floor was replaced by the ward nurse.
2. Outpatients are eager to seek medical treatment, which often causes unnecessary crowding and quarrels. If it is not handled properly, it will lead to confusion. Guide nurses to be compassionate, treat patients as their friends and relatives, understand and understand the pain and troubles caused by diseases, grasp the patients' mentality and various needs in time, and patiently answer their questions. At the same time, keep a cool head, appease the impatience of patients, do a good job of persuasion, seek medical treatment in an orderly manner, and maintain the order of outpatient service. In addition, the guiding nurse is responsible for keeping the outpatient environment clean. For example, when she sees patients and their families smoking or littering everywhere, she can boldly and politely correct them, so that every patient can consciously abide by the relevant rules and regulations of the hospital and create a quiet, orderly and clean medical environment.
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