Keywords nurse-patient communication; Doctor-patient conflict; Interpersonal skills

Nurse-patient communication is the communication between nurses, patients and patients' families, which helps to understand patients' physical and mental state and provides patients with the necessary information. It is also the need to promote the understanding and support between nurses and patients and improve the level and quality of nursing. Outpatient service is the window department of the hospital, and the triage nurse works in the forefront of each department, contacting a large number of patients every day, responsible for maintaining the order of medical treatment and carrying out health education. Due to daily contact with people of different levels, nurse-patient disputes are often caused by communication barriers. Therefore, mastering communication skills is particularly important for triage nurses.

1 analysis of the causes of communication barriers between nurses and patients

1. 1 Insufficient understanding of the importance of nurse-patient communication: poor communication awareness, lack of communication initiative and consciousness, leading to unwillingness or unwillingness to communicate.

1.2 lack of corresponding communication skills: look around when communicating with patients, interrupt patients' speech, or be indifferent when patients are sad; Even when the patient is seriously ill or in pain, it is difficult to accept external information and preach at an inappropriate time.

1.3 Improper communication language: When communicating between nurses and patients, if nurses use too many technical terms or local dialects to communicate with patients, it will easily lead to misunderstanding or confusion and affect the communication effect.

1.4 Insufficient knowledge: When patients express fear or anxiety about their illness and treatment, they can't skillfully use what they have learned to solve doubts and do psychological counseling and health education well.

1.5 Bad attitude towards patients: apathy, blunt language, and even reprimanding patients. Take an aversion attitude towards suspicious and nagging patients.

1.6 patient factors: patients' cultural quality and self-cultivation are different, and some patients are unwilling to obey the order of medical treatment, and there are behaviors such as interference, finding acquaintances and disturbing the normal order of medical treatment. , causing dissatisfaction with other patients and causing nurse-patient disputes.

2. Be good at using communication skills to deal with doctor-patient disputes.

2. 1 Language communication: update the service concept, create a good atmosphere of "patient-centered", establish a "people-oriented" nursing concept [1], greet patients actively, use honorifics, warmly receive patients, introduce the medical environment and doctors in the hospital, and relieve the strangeness of patients. Answer all kinds of questions raised by patients in time and politely refuse improper requests from individual patients. Show enthusiasm, care and consideration everywhere, grasp the tone, intonation and speed of speech, and make patients feel close.

2.2 Nonverbal communication

2.2. 1 appearance and behavior: dress neatly and appropriately, behave demurely, move briskly and quickly, and make triage according to the severity of illness and the order of medical treatment to maintain order. Treat every patient equally and create a good medical environment.

2.2.2 Eye contact: Pay attention to eye contact when communicating with patients to convey sympathy, care and love for patients.

2.2.3 Facial expression: Smile is the most beautiful language of human beings, and it is the facial expression that can best reflect a person's mental state [2]. We should express our respect, sincerity, goodwill and concern for patients with a heartfelt smile.

2.2.4 Touching: for emergency patients and critically ill patients, help them to be escorted to the clinic, and pat their families on the shoulder in time to calm their anxiety and make them feel valued and cared.

2.2.5 Listening: In communication, being good at listening to others is more important than paying attention to your own words. Don't interrupt at will when listening, let alone look around and be careless.

2.3 Improve their professional level and use their knowledge to better provide psychological counseling and health education for patients.

3 discussion

The triage is busy and trivial, and not everyone can understand it. When the improper demands are not satisfied or the waiting time is long, patients will vent their dissatisfaction and resentment on the triage nurses. If there are obstacles in communication, it will aggravate the contradiction between doctors and patients, and even turn into a lack of credibility between doctors and patients [1]. By using communication skills to communicate with patients and their families, triage nurses can reduce distrust and alert psychology between doctors and patients, reduce disputes between doctors and patients, and build a harmonious doctor-patient relationship.

refer to

[1] yang qiaolan, Jiang Xiaohong. the influence of doctor-patient conflict on emergency rescue and its countermeasures [J]. China journal of modern nursing, 2008,14 (16):1799.

[2] Chen Jie, Lu Hongmei. Application of communication skills in psychological care of educated children in earthquake-stricken areas [J]. China Journal of Modern Nursing, 2008, 14 (27): 2893.

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