Experience of outpatient nurses' work 20 18 (1) Experience of outpatient nurses' work: The post of nurses is sacred and lofty. When you perform your duties in a white coat, you must devote yourself to your work, so that you can do everything well. Pay attention not only to work efficiency, but also to work quality and work effect. In my opinion, it seems easy to be a nurse, but in fact it is not easy to do it well. This work has its own responsibilities and internal standards. Due to age, filial piety, work experience, work attitude, personal personality and other factors, all nurses can complete tasks within the scope of duties and work standards, but the efficiency and quality are very different, and there is no top standard of high efficiency and high quality. Some nurses have completed the hardware work (such as taking temperature, giving injections, distributing medicines, etc.). ) Then rest in the office. Some nurses do a lot of software work besides hardware work (such as giving patients more spiritual things of truth, goodness and beauty). "Hard" has scope and scale, while "soft" is not mandatory. Then, how can nurses perform their duties efficiently, with high quality and creatively, so as to achieve the best work effect, reassure patients and actively cooperate with hospital treatment? Although there is no uniform format, there are rules to follow. Through this study of medical ethics, I began to think about the promotion of the establishment of nurses' post consciousness to improve work efficiency and quality!
1, sense of responsibility
Responsibility is the premise of doing a good job. The word "heart" of "sense of responsibility" has long been called thought and spirit by ancient Chinese philosophers, that is, "consciousness" in a broad philosophical category today, which is different from "heart" in a certain part of the body in medicine. The "heart" (sense of responsibility) in the work is in place, that is, holding a heart, doing it attentively in class, and not being selfish after class, in order to do a good job in nursing. As a young nurse, for a novice who has just finished studying theory and embarked on an internship post, it is really "willing but unable" to work, but as long as I have the heart, I believe I will be competent for this job as soon as possible. If there is no sense of responsibility, neither new nor old nurses will do a good job in nursing. Things have a causal relationship, that is, every cause has its consequences.
Writing also has a causal side. Work is done by people. To achieve good results, even the best results, nurses must have a good psychological state and correct consciousness to guide themselves to perform their duties. A good beginning will lead to a good result. Some things are wrong, but not universal. Nurses should not be careless in their work. "A tiny difference, a thousand miles away", a beating will not be right. Strengthening the sense of responsibility is a good motivation and the best starting point. Of course, there will be times when you do something wrong with good intentions at work, which is within the normal range. There is no problem with the world outlook and correct consciousness, but there are mistakes in the process of transforming the world outlook into a square, or in the operation of the method. "Doing bad things with good intentions" is a matter of method, not ideology. The method problem is very complicated and special. For nurses, nursing work has professional level, experience, patient cooperation and other obstacles. , making the method invalid or not in place. These are external reasons, which are caused objectively, not subjectively. This kind of "mistake" can be easily prevented and overcome. If you make a mistake you shouldn't have made because of your weak sense of responsibility, the nature will change and it will not be within the normal range. You can't stop it with "mistakes" and you must investigate its responsibility. Therefore, the sense of responsibility is not dispensable for nurses, and it must be cultivated by self-cultivation. The sense of responsibility is closely related to the requirements of job responsibilities, and sometimes it can be combined into one, but the difference is obvious. The former belongs to self-cognition, self-requirement, emphasizes personal internal control and has a soft side; The latter is an external law, which is mandatory and hard. "Hardness" is the duty and standard of work, and "softness" is the soul of personal work. "Hardness" is like bone and "softness" is like meat.
2. Equality consciousness
It is essential for nurses to strengthen their sense of responsibility, but it is not enough to have a sense of responsibility. On the basis of the sense of responsibility, we should work creatively around it. This "enlargement" means that the unilateral efforts and wishful work of nurses have become the mutual cooperation and coordination between nurses and patients. The initiative and choice of close cooperation between nurses and patients lies with nurses. How do nurses adapt, cater to and get the support of patients? It is the key to establish the sense of equality, that is, nurses should adopt the concept of equality in treating patients, not only treat all patients as a bowl of water, but also always get along with patients on an equal footing, and nurses should not feel condescending. In the ward, nurses are relatively fixed, patients are mobile, and the choice of hospitalization is in the hands of patients. If the nurse is compared to the master, then the patient can be compared to the guest. The nurse-patient relationship should be "patience and diligence". How does the host receive the guests for their convenience? First of all, we should respect patients, attach importance to each other's existence, treat every patient with the same enthusiasm as guests, and strive to make patients feel the enthusiasm, easygoing and thoughtful of their hosts. To do this, it is mainly reflected in the service attitude of nurses. Nurses should "speak softly, walk lightly, operate lightly and close the door lightly".
The working object of nurses is living life, and the sense of equality should also include respect for life. Patients and healthy people are different in physiology, but equal in personality. If nurses establish this awareness in their minds, their attitude towards patients will not be condescending, but they will speak kindly, do things lightly and be sensitive. However, sometimes it happens that when a nurse speaks kindly to a patient, she will repay or ignore them with harsh words. Phenomenologically, equality is not bought with equality. What is the reason? Obviously this is because the patient's psychological state has changed. When people are disturbed by diseases, the normal tissues and cells of the body are destroyed, which affects people's normal activities and disrupts the law of life for many years, resulting in irritability. At this time, patients may be immersed in pain and trouble, so they will not give due attention and reward to the nurse's kind words. If we can think that our nurse will behave in this way when she encounters unpleasant things, maybe even worse than his performance, then we can understand. This requires nurses to have equal consciousness, compassion and tolerance.
At present, the main reason why patients complain about our nurses in the news media is attitude, accounting for more than 85%. It shows that patients are very concerned about nurses' attitude, and it also shows that nurses' attitude plays an important role in the development and prognosis of patients' illness.
With the care and support of hospital leaders, the direct leadership and professional guidance of the nursing department and the director of the outpatient department, the strong support and help of various departments of the hospital, and the cooperation of Qi Xin, the outpatient nursing management has undergone obvious changes in the "quality nursing service" activities currently carried out in the hospital. This year, the outpatient nursing staff has made obvious progress in medical quality, service attitude and mental outlook. The summary is as follows:
1, adhere to the construction of professional ethics, continuously improve the service quality of nursing staff, strengthen the education of nursing safety thought, strengthen the sense of responsibility, strictly implement various rules and regulations, avoid nursing defects and errors, put an end to medical accidents and ensure medical safety.
2. According to the requirements of the Opinions of the Ministry of Health on Implementing Appointment Diagnosis and Treatment Service in Public Hospitals, combined with the actual situation of appointment diagnosis and treatment service in our hospital, the implementation plan of appointment diagnosis and treatment service was formulated and achieved good results.
3. Improve outpatient service, facilitate patients to seek medical treatment, extend the spirit of high-quality nursing, and comprehensively strengthen the coordination of outpatient departments during peak hours; Adhere to a number of appointment measures at different times; Cooperate with China Unicom Xinjiang Branch to develop a116114 reservation platform convenient for patients, and cooperate with AsiaInfo. Com provides consulting services for patients, which ensures the quality of outpatient medical care in our hospital, shortens the waiting time for patients to see a doctor, check, treat and get medicine, and greatly improves patients' satisfaction with outpatient diagnosis and treatment. We monitor the outpatient flow in real time, judge whether it is necessary to increase the staff or service window according to the number of patients waiting for treatment and the number of doctors actually providing services, and analyze, evaluate and continuously improve the outpatient service quality, outpatient management and doctor management every month, effectively shortening the waiting time of patients.
4, conscientiously do a good job in outpatient professional ethics complaints reception, do a good job in the coordination and explanation of patients complaining, timely resolve the contradiction between doctors and patients, timely check complaints, and strive to nip medical disputes in the bud. At the same time, the satisfaction survey of outpatient, medical technology, hospitalization and functional departments was carried out, and the satisfaction questionnaire 150 copies were distributed every month, and the information was reported to the hospital leaders and nursing department in time to adjust and rectify the shortcomings in outpatient nursing work in time.
5. Outpatient grading hospital evaluation should always be synchronized with the requirements and tasks of the hospital evaluation office, and earnestly complete various tasks.
6, at ordinary times to do a good job in the coordination of outpatient window departments, in case of outpatient peak window crowded. Guide nurses to maintain order in time, queue up for treatment, and remind patients to guard against theft.
7, weekly inspection of nursing safety hazards, everyone in the department to participate in, the existing or potential nursing safety hazards in the work, timely report to the nursing department and timely rectification. From June to September, there were 65,438 cases, and there were no nursing errors and accidents and no effective complaints.
8. Encourage nurses to actively report adverse events, analyze the causes of possible hidden dangers, and actively improve their work.
9. Outpatient nurses are classified into n3 grades according to their academic qualifications, working years, professional titles and comprehensive quality evaluation, and the training plan for outpatient nurses has been completed. This year, outpatient nurses participated in the first aid training organized by the hospital twice, and carried out ① tracheal intubation cooperation; ② Use of defibrillators, monitors, ECG monitoring and simple ventilators; ③ Cardiopulmonary resuscitation; ④ First-aid simulation drill; Through training, nurses' first aid skills have been greatly improved.
10, deepen the work of "creating excellence", improve the rules and regulations of outpatient nursing, constantly optimize the medical environment, and carry out various convenience measures in outpatient department to improve satisfaction. Instructors can correctly guide patients to seek medical treatment and provide active services.
1 1. Strengthen the construction of nursing team, improve the professional level and quality connotation, deepen the work of "creating excellence", improve the rules and regulations of outpatient nursing work, and improve the infusion process during 20xx 1-9 months, so as to make patients see a doctor faster and more convenient and improve work efficiency. During the period of 20xx 1-9 months, the telephone follow-up service for discharged patients was carried out, which greatly improved patients' satisfaction. 20xx 10 month, in order to reduce medical risks and waste of human resources, the hospital actively cooperated with the three-level diagnosis and treatment plan of the Health Planning Commission. After weighing the advantages and disadvantages, the hospital closed the outpatient injection room, transferred the nursing staff in the injection room to the guidance post, and strengthened the work of the outpatient window. 20xx 10 month, due to the nature of guidance and consultation, it no longer meets the requirements of part-time telephone call-back for discharged patients, so after reporting to the hospital leaders, the outpatient service has stopped calling-back for discharged patients.
12, cooperated with the hospital nursing department to complete the specialized nursing class in Xinjiang, which was well received and recognized. 14, shortcomings: nursing scientific research work is not carried out vigorously, and paper publication is not ideal. In the future work, outpatient nurses will work harder to be excellent angels in white!
Experience of Outpatient Nurses' Work 20 18 (II) Summary of Outpatient Nurses' Personal Work 2 1 year, under the correct leadership of the hospital party and government leading bodies and the nursing department, under the professional guidance of the department director, outpatient nursing work has been seriously carried out according to the nursing work plan of the nursing department and departments. The nursing work in 20xx years is summarized as follows: 1. The workload is completed.
In the past year, * * * completed more than 26,000 triage, assisted outpatient surgeons in 78 minor operations and surgical dressing changes 102, and conducted blood gas analysis and 8,700 physical examinations.
Second, strengthen the monitoring of nursing quality, so as to continuously improve the quality of outpatient nursing.
1. Implementing the post responsibility system: At the beginning of the year, according to the specific conditions of outpatient service, the post responsibilities and working standards of outpatient nursing staff in each shift were re-formulated, so that nursing staff can do their jobs in strict accordance with the norms and strictly implement the responsibility system of asking first and then welcoming. At the same time, actively respond to the city's health creation work, and strictly implement the pre-inspection and sub-inspection workflow. Guard against mistakes and accidents.
2. Carefully organize nursing staff to learn the new nursing quality inspection and grading standards in our hospital, so that each nurse can understand and master the grading standards, enhance the awareness of nurses' active participation in quality management, and conduct nursing quality control evaluation every month. In view of the wide distribution of outpatient departments and the difficulty in monitoring the quality of nursing, departments conduct self-examination 4-8 times a month irregularly, point out problems in time and make rectification within a time limit, so as to continuously improve the quality of nursing in departments.
3. Strengthen the management of first-aid articles: a special person will conduct a comprehensive inspection once a week, and the head nurse will conduct weekly inspection and spot check at any time to ensure that first-aid articles are always in an emergency state, and the intact rate of first-aid articles is 100%.
4. Strengthen the supervision of disinfection and isolation: according to the hospital infection management standards, nurses can master the principle of disinfection and isolation by organizing the study of disinfection and isolation norms, and nurses in hospital departments can conscientiously perform their duties, actively check and urge medical staff to strictly abide by the aseptic technical operation procedures, so that the hospital infection control indicators can meet the quality standards.
Third, strengthen link quality management to ensure nursing safety.
1, monthly nursing safety hazards investigation, strengthen nursing operation control, find safety hazards, point them out in time, analyze the reasons, and implement corrective measures. Encourage nurses to actively report nursing adverse events, organize nurses to conduct safety education once a month, focusing on patient safety management and nursing emergency plan, and enhance nurses' awareness of nursing safety.
2. Strengthen the observation of outpatients, report the changes of the disease to the doctor in time, assist the doctor to deal with it accurately and timely, and reduce the occurrence of medical disputes.
3. Strengthen the reasonable scheduling on holidays and weekends, and implement flexible scheduling to meet the needs of patients. The head nurse and quality controller go to the department for inspection and guidance from time to time to ensure nursing safety.
Fourth, strengthen the training and on-the-job education of nursing staff to improve their overall quality.
1, conduct a hierarchical nursing business study for the nursing staff in the department once a month to further improve the theoretical level of the nursing staff.
2. Carefully organize different levels of nursing staff to participate in the "three basics" training and assessment in departments and hospitals, and strengthen the training and assessment of standardized nursing staff; Theoretical examination, operation skill training and assessment were conducted for 6 times, and the pass rate was 100%.
3. Strengthen the training of first aid skills, and constantly improve the technical level and emergency ability of nursing staff in departments. In the first half of the year, the training and assessment of nursing staff in learning nursing emergency plan, cardiopulmonary resuscitation, oxygen inhalation and simple ventilator were strengthened, and the pass rate of assessment was 100%.
4. Encourage nurses to participate in on-the-job continuing education. In the first half of the year, a nurse got the learning opportunity of online education in Shandong University.
Problems with verbs (abbreviation of verb);
1. Individual nurses did not pay enough attention to disinfection and isolation. There are some problems, such as the trash can is not covered properly, sterile items are out of date, domestic garbage and medical garbage are mixed, and food is stored in the refrigerator.
2. There are few published nursing papers and no nursing research.
Whenever I hear colleagues say that "the work of a hospital consulting nurse is easier than that of a clinical nurse", I always smile faintly: "If you are not a fish, you will not feel the happiness of a fish. How can you know the ups and downs if you are not in this position? "
Guiding diagnosis is the window of hospital service, which shoulders the responsibility of providing accurate and timely pre-examination, triage, answering questions and guidance for patients. What makes her special is that she must have working skills different from other clinical work. In addition to solid basic medical knowledge and skills, she also needs to start from the patient's point of view, worry about the patient's urgency, think about the patient's thoughts, solve the patient's needs and realize the patient's wishes. Because we serve people who don't know anything about the hospital environment and layout structure, sick people, people with mental weakness and people with mobility difficulties, sometimes your casual answer, sentence, expression and behavior may become the fuse of disputes or contradictions. Therefore, even small problems should be taken seriously and meticulously, so that every patient can come with illness and return with satisfaction.
As a guiding nurse, we must first have good professional ethics and a strong sense of service. With rich medical knowledge and flexible service skills, we can use professional knowledge to quickly evaluate, correctly pre-check and triage in the shortest time, and evacuate and divert in time, so that outpatient patients can get specialist diagnosis and treatment in time and complete various examinations and treatments in time. Secondly, we should master the emergency plan and handling process of common emergencies. We should learn to observe the complexion and complexion at work, so as to find out the patients with critical illness and changes in their condition in time during the waiting process, and make the patients get accurate and timely diagnosis and treatment and rescue. It is necessary to keep a close eye on all directions, find out the needs of patients in time, flexibly coordinate the relationship between patients and pharmacies, registration rooms, charge rooms, laboratory departments, functional departments and other departments in the process of seeing a doctor, and have the ability to deal with various emergencies. Third, we should have good communication skills and standardized service etiquette. Language expression must be clear in sound quality, loud in voice, accurate in words, concise and easy to understand. Listen carefully and understand the questions raised by the patients. In order to avoid mistakes, it is even necessary to ask questions repeatedly, to prevent patients from going to the wrong place because they didn't hear or explain clearly, to waste time and physical strength, to increase patients' pain or aggravate their illness, and to avoid medical complaints and disputes. In this way, often a morning consultation service comes down, that is, dry mouth, backache and leg pain, as severe as clinical nurses.
After reading these, will you still say that "the work of consulting nurses in hospitals is easier than that of clinical nurses"? In fact, for hospitals-any enterprise, every position is very important, and the key is to do it with heart.
Working experience of outpatient nurses 20 18 (3) This summer vacation, I came to the Affiliated Hospital of Guilin Medical College, which is located in the center of "the landscape is the best in the world", with a hope and a loss, and with anxiety of not adapting to the new environment.
The affiliated hospital is a comprehensive hospital with beautiful environment, advanced equipment and excellent technology, which integrates medical teaching and scientific research. Since the establishment of 1985, the hospital construction has developed rapidly, especially since the reform and opening up, and it has become the first comprehensive "third-class first-class hospital" in xx area in terms of medical teaching and research and the comprehensive strength of hospital scale and function. The hospital always adheres to the direction of "patient-centered" medical work and the tenet of "medical treatment first, service attitude first, patients' interests first, hospital reputation first". It is the persistent pursuit of all medical staff in the Affiliated Hospital of Guilin Medical College to establish a scientific management mechanism, vigorously implement the development of the hospital through science and technology, strengthen the construction of spiritual civilization, and realize the goal of a high-level third-class hospital-"patient-centered, creating quality services".
After 10 days' probation, what impressed me the most was that clinic is the solid foundation of theoretical basic knowledge, and my field experience and field operation made me reproduce all kinds of questions raised when I studied those boring and stubborn knowledge at school. For example, facing the busy figure of the teacher like a duck to water every day, I only have a sigh in my heart, complaining that the theory can't be applied to practice, complaining that I didn't study hard before the internship, and complaining that the passive acceptance of knowledge hurt the students. Sadly, we can only get short-term memory, and we can't be the materials to fight diseases at this time. Once upon a time, there was a joke: "When an intern accepted a patient's inquiry, he didn't know much about it because he swallowed his knowledge, so he said that he had to go to the toilet, but he actually sneaked back to the office to read and was hungry." So what excuse should we use to avoid the next problem? "So, learning scientific knowledge, especially life-threatening medical knowledge, can't be false. We must have a solid theoretical foundation, and more importantly, we must learn to integrate theory with practice to avoid being mistaken by others and making a big mistake.
I learned to combine theory with practice, and I also learned that establishing a good nurse-patient relationship is very important for the smooth implementation of nursing work. So how can we establish a good nurse-patient relationship?
When I walked into the ward again, I was less strange and more kind; Less burden, more comfortable; Less worry, more sincerity. Here, I not only really learned the knowledge, but also understood some truths. I was a down-to-earth person, worked hard, improved my ability to communicate with others, established a good nurse-patient relationship, listened to my tutor's teaching, integrated theory with practice, and vowed to contribute my strength to the medical cause.
I recommend it carefully.