How do nurses cope with work pressure?
Nursing workload is heavy, technical, irregular, responsible and risky. Numerous studies show that nurses are a group with great occupational pressure. This paper analyzes the causes of nurses' psychological pressure and puts forward some countermeasures, as follows:
First, the occupational pressure on nurses:
Special working environment
Nurses have to contact patients with different personalities every day to cope with patients' emotional changes such as joy, anger, sadness and joy, and often face dangers such as emergency rescue, parting of life and death, technological innovation, disease threat, pathogenic bacteria, nuclear radiation, medical waste, crowded work area and bad smell. The bad stimulation brought by this environment has an impact on both patients and nursing staff.
Overweight workload
At present, there is a serious shortage of nurses in hospitals. With the development of high-quality nursing service demonstration project, the shortage of nursing staff is becoming more and more prominent. Nurses not only complete the heavy nursing work every day, but also take care of patients in their daily lives, such as taking a bath, washing their hair, washing their feet and buying meals. , so that nurses are in an overloaded working state.
Higher occupational risk
Nurses must visit patients in time every day, observe the changes of their condition and respond quickly. They are always in a state of high tension. Once they are negligent, they will make a big mistake, which will directly threaten the health and even life of patients and bear certain legal responsibilities. Therefore, nursing is a risky and responsible job.
complicated interpersonal relationship
There are complex interpersonal relationships between doctors and nurses, patients and nurses. If it is not handled properly, there will be contradictions and affect the work of nurses. Even if a nurse encounters a patient who distorts reality or even scolds the nurse, she must suppress her feelings and make a spiritual compromise. This long-term emotional commitment will make nurses mentally exhausted.
Hazards of occupational exposure
The occupational injury factors of nurses are increasing day by day, and the protective measures are relatively imperfect. When nurses are in close contact with patients in nursing operations, they may be contaminated by patients' blood and body fluids, or they may be stabbed by sharp instruments such as contaminated needles, which may easily lead to diseases such as hepatitis B, hepatitis C and AIDS.
Second, the response measures:
Improve the working environment and rationally allocate nurses
Create a good working and living environment, so that nurses can work with a healthy and sunny attitude; Increase the number of nurses, implement flexible working system, make full use of limited human resources, create conditions for nurses to combine work and rest as much as possible, and improve nursing quality.
Self-psychological adjustment
Nurses should have a correct understanding of their profession and respect their profession. Jaco and others pointed out that the ways to eliminate work stress are: take a few deep breaths; Do proper stretching exercise; Adjust the subconscious's evaluation of itself; Decide what is the most urgent; Think about what you have done, not what you haven't done yet; Postpone doing what you don't like and have to do; Mental labor and manual labor alternate; Remember the lessons of the past and try not to make the same mistake. Working with a healthy and sunny mind and actively participating in sports and recreational activities can not only relax the mood, but also promote health and realize self-regulation of emotions.
Improve interpersonal relationship
Be flexible and be kind to others. To take a step back, stay carefree in life, don't haggle over every ounce, treat everyone with sincerity and love, and create a relaxed and harmonious working atmosphere for yourself. In short, we should give all kinds of support to nurses' occupational stress, ensure their physical and mental health, and better serve patients.
Instruct nurses' etiquette duties
Importance of nursing service in guiding nurses.
With the transformation of modern medical model, patients' spiritual needs have also increased while pursuing higher material needs. In the process of seeking medical treatment, patients need not only doctors with superb medical skills, but also nurses with good quality to serve them. At present, patients' desire for the service of the guiding nurse is getting stronger and stronger, and most patients urgently need the enthusiastic service of the guiding nurse. Especially for newly diagnosed patients and critically ill patients, because they are new here, the environment is unfamiliar, the condition is complex and the time is tight, they need the enthusiastic help of guiding nurses. If the guiding nurse can give timely and appropriate guidance, it will not only provide convenience for patients, but also enable them to seek medical treatment quickly in the shortest time and save patients' lives. It not only provides timely service for newly diagnosed patients, but also relieves the tense doctor-patient relationship.
The role and function of guiding nurses.
With the continuous development of nursing specialty, the roles and functions of guiding nurses are increasing. In recent years, people's requirements for nursing specialty have been continuously improved, and the role scope of the guiding nurse has been continuously expanded when the newly diagnosed outpatients need the service of the guiding nurse. First of all, they are caregivers. They should not only use their professional knowledge and skills to meet the physiological, psychological, social, cultural and emotional needs of patients during the illness, but also play the dual role of consultants. They must use their knowledge and ability to provide them with suggestions according to the specific conditions of patients and their families, including teaching or answering their doubts and related medical insurance policies to patients and their families. They should also act as communicators, including collecting data and transmitting information. In order to meet the individual needs of patients, the nurses who guide outpatient clinics must communicate with patients, their families, doctors, colleagues and other medical workers to meet the needs of patients to the greatest extent, and pay attention to coordinating the relationship with various personnel in the nursing process to ensure good nursing quality and establish a credible position of the hospital in the eyes of patients.
Quality requirements of guiding nurses
In addition to the concept of serving the people wholeheartedly and lofty dedication, guiding nurses should also have higher service standards, standardized language behavior, keen insight and professional responsibility. There should be the concept of "holistic nursing" in thought. Guide nurses should not only be compassionate, but also put themselves in the patient's shoes and treat the patient as a patient and a social person. Guide nurses should not only have solid medical knowledge, rich clinical experience, skilled operating skills, flexible adaptability and good psychological emergency level, but also have rich knowledge of other marginal disciplines related to medical knowledge.
Professional category of guiding nurses' work
The job of a guiding nurse seems simple, but it is not. Instructing nurses should not only provide guidance, triage and nursing observation for each patient, but also provide special services (guiding nurses, guiding laboratory tests and drug guidance) for special patients such as the elderly, seriously ill patients and disabled people, so that they can deal with various emergencies in a timely and correct manner. The guiding nurse should not only accept the consultation of various patients, but also give appropriate answers, so that patients can understand many questions they want to know in clear and clear language. For example, which subject should I fail for a certain disease? What exactly do you need to check? What should be paid attention to in treatment and nursing, and so on. The service providers of guiding nurses should be able to properly handle the contradiction between doctors and patients, play a bridge role between the hospital and society, reduce misunderstandings between doctors and patients, and let patients feel close to the hospital. In the post of guiding nurses, we should do a good job in health education and publicity, send patients to the hospital for medical guidance, and actively introduce the characteristics, structure, equipment and environment of the hospital to patients, so as to continuously expand the influence of the hospital in society. In addition to timely, patient and meticulous guidance, maintaining medical order and providing patients with an orderly, quiet, clean and warm medical environment, we should also actively solicit and listen to patients' opinions, suggestions, demands and wishes on the hospital in time and feed them back to the relevant hospital management departments in time, so as to facilitate the hospital to carry out its work better.
Nurse etiquette dress code
1. Dressing principles of nurses' uniforms
(1) Dignified and generous: Nurses must wear work clothes, that is, nurses' uniforms, which is the basic requirement of nurses' profession. Nurses should dress dignified and practical, simple and simple, with smooth lines, showing the beauty and vitality of nurses' youth.
(2) Cleanliness: Cleanliness is the basic requirement of nurses' work clothes, and it is also the display of nurses' professional special qualities and mental outlook.
(3) Matching and coordination: When wearing nurse's clothing, the size, length and model should be appropriate, the belt should be flat and moderately elastic, and attention should be paid to the unification with other clothing, such as nurse's hat and nurse shoes.
2. Special requirements for nurses' uniforms
(1) nurse's clothing: nurse's clothing is a kind of professional dress, which requires simple and beautiful style, fit, moderate tightness and flexible operation; The fabric is tall and straight, breathable and easy to clean and disinfect; The color is elegant. When wearing, the nurse's uniform should be kept neat and flat, with neat buttons and moderate belt adjustment.
(2) nurse shoes: In order to facilitate work, nurse shoes requires soft soles, sloping heels or flat heels to prevent slipping; The color is white or milky white; Nurses should pay attention to keeping the vamp clean.
(3) socks: socks should be light and monochrome, such as flesh color and white.
(4) Accessories: Nurses should not wear too many accessories during work, such as rings, bracelets, bracelets and earrings.
Nurse hat
There are two kinds of nurses' hats: round hats and swallow hats.
Round hat: doctors, pharmacists, inspectors and nurses can wear it. When wearing a round hat, all the hair is required to be stuffed in the hat without wearing a headdress. Long hair should be tied up with a hairnet or a small hairpin before wearing it. The front of the hat should reach the eyebrows, the back should cover the hairline, and the back should be sewn and sealed with neat edges.
Yan hat: it is the professional symbol of nursing staff. When wearing a hat, short hair should not cover the eyebrows in front, the shoulders at the back and the ears at the side, long hair should be neatly arranged behind the head, and hair accessories should be elegant and dignified; Swallow hat is flat and can stand upright. Wear it moderately and steadily, with a distance of 4~ 125px, and fix it with a white hairpin.
The beauty of nurses can be reflected in:
First, the beauty of appearance and clothing nurses should take up their posts with light makeup. Make-up is to show the advantages of your appearance and cover up the defects of your appearance. Because of the professional relationship, nurses should have an effect of "clear water gives birth to hibiscus" after makeup. Proper expression is also an integral part of the beauty of nurses. Generally speaking, nurses should provide smiling service, and this kind of smile should be from the heart. In order to make your smile natural and sincere, you can think of happy things in your mind and make your talking eyes show a more sincere smile. Keep your mouth slightly upturned. In ancient China, it was very important to smile without showing your teeth. If your teeth are all right, you can show the six teeth in the middle. You can also make a "one" sound in your mind. If you master these points, you can have a happy smile. However, when the patient is dying or dying, if you treat your family with a mechanical smile, the consequences can be imagined.
As far as clothing is concerned, the swallow hat is the symbol of our nurse profession, and the ceremony of awarding the hat is no less solemn than the ceremony of joining the party and the ceremony of awarding the doctorate. Nurses must wear clean clothes and hats, and their hair should not go over their shoulders. The hair is exposed 3-5 cm in front, and the long hair at the back can be covered with a hairnet. You must wear pantyhose in summer, and the color can only be white or skin color. The partition between skirts and shoes is forbidden. It is recommended to wear white wedge-heeled soft-soled shoes in winter and summer. As for clothes, as the saying goes, they are beautiful but not thorough, but elegant and moderate. Never wear clothes that can see the underwear inside. The length of the skirt is higher than the hem of the white coat, and more attention should be paid to wearing short skirts.
2. Beautiful standing posture: A well-trained nurse walking in the street should have such an effect. Among thousands of people, you can roughly infer your nursing career just by walking behind you. Standing posture requirements of nurses: head and neck straight, corners of mouth slightly upturned, eyes looking straight, shoulders abduction, arms naturally drooping. Chest out, abdomen in, hips at knees, toes from feet 10- 15cm, heels from 3-5cm. Hands crossed on the abdomen, four fingers on the right hand and four fingers on the left hand. This is a standard standing posture, mainly used in more formal occasions. Usually, you can take a natural standing posture, that is, on the basis of the standard standing posture, your hands naturally droop to your sides.
Sitting posture: Sitting posture shows a person's cultural accomplishment. The nurse sits in a chair and walks from the back of the chair to the front of the chair in five steps. Then, she moved her right foot back half a step, tilted her head slightly to one side and moved along the corner of her left eye. She raised her left hand, moved back and forth from her waist, straightened the hem of her white coat, and sat down slowly, with her hips occupying 1/2-2/3 of the chair surface.
Walking posture: On the basis of standing posture, your arms naturally swing back and forth about 30 degrees, and your feet land in a straight line. Don't twist your ass. Ask your feet to lift hard and walk silently.
Squat posture: it is required to squat sideways, move your right foot half a step, arrange clothes with your left hand, squat slowly, hold your chest out and abdomen in, adjust your center of gravity, and retract your right foot. Be careful not to squat in front of others and don't squat with your back to others.
When the nurse carries the tray, she should hold both sides of the tray with her thumb and forefinger, and the other three fingers should be supported at the bottom of the tray respectively. In principle, her hands should not touch the inner edge of the tray. When opening the door, she should not kick the door with her foot, but open the door with her back.
Instruct nurses' etiquette duties
First, carry out comprehensive quality education before work.
The leaders of this hospital attach great importance to the guidance work and the selection of guiding nurses. In order to let the patients who come to our hospital get the timely and satisfactory quality service from the guiding nurses, not only the staff have been carefully selected, but also they have been fully trained.
1, cultivate the thought of love and dedication.
First of all, we should carry out ideological education on the guidance nurses, learn the significance of guiding diagnosis and the importance of job responsibilities, as well as the professional ethics that the guidance nurses should abide by, so that they can love their work from the bottom of their hearts and cultivate the idea of serving patients wholeheartedly.
2. Organize professional knowledge learning
Organize and guide nurses to learn clinical professional knowledge, improve their post service skills, learn health education knowledge, improve their service ability, and learn the ability of triage of acute and critical diseases, so as to win time for saving patients against time.
Two, strengthen the guidance of nurses etiquette standard service training.
The hospital has prepared uniform and beautiful clothes and headdresses for guiding nurses. Their appearance, words and deeds, and manners were trained, and they were required to be enthusiastic, dignified, generous and polite when receiving patients. As soon as the patient entered the hospital, he felt a warm, generous, smiling, comfortable, natural and harmonious medical environment. A good first impression can win the trust of the hospital and bring social and economic benefits.
1, language communication skills training
The outpatient service desk of the hospital receives patients and their families from all walks of life every day, and there are many elderly people, women and children with different cultures, which brings certain difficulties to the work of guiding nurses. They need to have certain communication skills to be competent for guiding work.
Therefore, it is necessary to train the guiding nurses in language accomplishment and polite language, and ask patients to say hello when they enter the door, say hello when they answer questions, and send them out when they go out, so as to make patients feel cordial and happy and enhance the relationship between nurses and patients.
2. Non-verbal communication skills training
In the reception work, the proper appearance and behavior of the guiding nurse can bring visual beauty and psychological security to the patients. As the saying goes, "the eyes are the windows of the soul", then the hand is the antenna of the soul and the second pair of eyes. In the process of receiving patients, we should not only have sincere eyes and friendly gestures, but also have a standardized and elegant posture and a decent smile, and communicate effectively with patients, so as to truly safeguard their health and win their trust. Providing children's carts for patients with children free of charge not only reduces the burden on parents of young children, but also sends them a care.
Thirdly, cultivate the service consciousness of the guiding nurses.
When patients come to a strange hospital, they will feel lonely, nervous and anxious because they are unfamiliar. The guiding nurse should greet the patients with kindness, initiative and enthusiasm. "Hello, can I help you? What's the matter with you! " And lead patients to register and see a doctor; For those who consult questions, be more patient, more sympathetic, more concerned and more careful; The reception of the elderly and the disabled requires loving care and enthusiasm to accompany them to see a doctor, so that patients who come to see a doctor feel at home.
Nurse etiquette and communication skills
1. Stop swearing and you will have a good image.
For elegant women, swearing in public is always taboo. Men will think of your tutor and temper when they hear that women have been TMD and NND for a while. Too many people swear words, mostly indicating that they have accumulated anger and dissatisfaction for a long time, or they simply don't know how to control their emotions and don't consider other people's feelings.
For such a runaway sister, most people are worried that if these words are sprayed on others' faces today, it is difficult to guarantee that they will not splash on themselves one day.
2. Turn down the volume to add points to elegance.
Please pay attention to the volume in public. Loud noise is illegal, especially in crowded closed spaces, such as subways and restaurants. Instead of shouting, find a quiet place to facilitate yourself and take care of others.
The same is true in ordinary conversations. It's best to speak at a volume that allows the other person to hear clearly without disturbing others, which will add points to your elegance.
3. Slowness is a gentle force.
The more you live, the more anxious you are, and the faster you speak. Speak too fast and you won't understand. Talking too fast will not only show your anxiety, but also increase the burden on other people's brains. People who speak slowly can calm others' emotions, just like mother's pat and whisper, which is more effective when getting along with grumpy people.
An image metaphor is to let your words sink from your mind to your heart and then say them from your mouth, so that they will be sincere and touching.
4. Wait for others to finish before you speak.
Don't speak until others have finished. Don't let your opening remarks overlap with others' echoes. This is the least courtesy and the most basic respect. Remember, no matter what attitude the other person has, respecting others is never just because the other person deserves respect, but because you are a tolerant and elegant person.
People who are too eager to interrupt others, even if they look like fairies, are mostly disliked. This habit is to tell others clearly, "Shut up! I'm not interested in hearing your nonsense! " .
Step 5 choose positive words
People who like to use negative words are also more critical and complain about life. Who likes to be with people who are always full of negative energy? Using more positive words can not only make others like you, but also adjust their outlook on life.
Instead of constantly cursing "how is it so bad", it is better to say "I think the part that can be improved is ..."; Instead of constantly denouncing "this is useless", it is better to say "it seems that this is useless. What else can we do? " People prefer people who can solve problems.
6. Don't be stingy with your praise
People who can see the beauty of others must have a beautiful heart. Praise is the best gift we can give to others. A woman is tolerant of herself, and a scholar dies for her bosom friend. This is the power of praise.
A person who is good at praising others will also become beautiful in others' minds, and goodwill is the best beauty in people's minds. If you want to be beautiful in the eyes of others, you must first make others feel good.
7. Add soft prefixes and suffixes
The beauty of a woman lies in softness, strength but not strength. We can inject some auxiliary words that can soften words in the conversation and increase the charm of women.
Use some prefixes and suffixes, such as "hmm" and "ok" in front, and "ah" and "ah" and "so that's it" in the middle. Shanghainese like to say "well, good" is also wonderful.
The second is to turn imperative sentences or declarative sentences into interrogative sentences: "Will you buy me a cup of coffee?" "You are so sad, aren't you?" "You're angry, aren't you?" Asking questions will not make people feel compelled to order or judge, but also show concern.
The role of nurses' smiling etiquette
Smiling can strengthen the first impression.
The first impression, also known as the first cause effect, refers to the deep impression people leave when they first contact something or someone. The first impression takes a short time to form and lasts for a long time, giving people the deepest impression.
Psychological research has found that when you meet a person for the first time, you can make a first impression within 45 seconds. The first impression mainly depends on gender, age, posture, posture, speech, facial expression and dress to judge a person's inner cultivation and personality characteristics. Smile when you meet for the first time, and you may get a warm, cordial, friendly and sincere first impression.
Therefore, when we serve patients and their families, it is very important to smile at first impression.
Smiling can solve communication conflicts.
Under normal circumstances, when there is a dispute between people, if one party can smile at the other, the contradiction will not be further intensified. In the face of a smiling face, no matter how big the anger is, it will go out unconsciously.
A person's smile is like a warm spring breeze, which can dissolve the freezing in winter. Therefore, it is very important to smile when talking with patients and their families. Although it is not a sharp language, it is more powerful than any other language.
Smiling can show professionalism.
Smiling at work shows that you love your job and are willing to perform your duties.
In daily work, smiling can create a harmonious atmosphere and make customers feel happy and warm. It is the embodiment of professionalism and work attitude.
To master the standardized service of smile, it is not enough to smile alone, but also to combine other behaviors and languages. To sum up the training in Zhongzhuo Hospital, we should pay attention to the following four aspects.
Oral-ocular combination
It needs mouth, eyes and dark color, and a smile is vivid, so a smile can be gripping.
Laughter is combined with spirit, emotion and temperament.
"God" here refers to laughing at one's expression, eyes and manner, so as to make oneself full of emotions and energy; "Love" is to smile with emotion, and the smile is kind and sweet, reflecting a beautiful mind; "Temperament" is a good temperament of being modest, steady, generous and decent.
Laughter combined with language
Language and smile are important symbols for spreading information. Only by paying attention to the combination of smile and beautiful language can smile play its due special function.
Laughter is combined with appearance and manners.
Laughter helps posture, promotes posture and forms a complete, unified and harmonious beauty.
Smiling is a sign of self-confidence and a positive attitude towards one's charm and ability. Smiling can show a warm and kind expression. Facing different occasions and situations, if you can accept each other with a smile, you can show your good cultivation and sincere mind. In interpersonal communication, keeping smiling can make you get unexpected gains.
"Gentle smile", close to the patient
Everyone will have a momentary smile, which is the most beautiful. Of course, you can't freeze this moment and keep it in the whole communication process. In this case, the smile will lose its agility and original vitality. To show a natural and beautiful smile, we should not only master its standardization, but also reflect the dynamic characteristics of a smile.
First of all, we should seize the opportunity to show our smiles.
When to smile is very important. When making eye contact with the person you are communicating with, you should smile and be friendly. On the other hand, if you look at someone who has no expression, it will convey indifference, disgust and hostility. If the moment of eye contact with the other person continues the previous expression, even a smile will make people feel a little hypocritical, which is an artificial gesture.
The second is to grasp the level change of smile.
The degree of smile should be changed in the whole communication process. It is necessary to keep smiling all the time, but it is necessary to receive and release. There are many levels of smile, including shallow smile, eye smile, warm smile and cheerful smile. When to use what kind of smile is impossible, and specific standards should not be formulated and strictly followed. Should be in the process of communication according to the communication situation and personal characteristics of natural random changes.
Finally, pay attention to the length of the smile.
We can talk to people for a few minutes or hours. In order to express good and positive emotions, show self-confidence and self-restraint, we may be asked to smile all the time during the conversation. How to control expression is also the embodiment of one's self-cultivation. In the process of communication, you should stare at each other for one-third to two-thirds of the time. Keep a bright smile during this time, and put away your smile properly for the rest of the time, and keep a friendly attitude.