Instruct the doctor's personal year-end summary the first part
Over the past year, under the correct leadership of the hospital leaders and the nursing department, the guidance and consultation department has closely focused on patients and adhered to the people-oriented principle, pushing the guidance and consultation work to a new level. 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 hospitalization, providing wheelchairs and bicycles 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, we should be a "walking dictionary" of hospitals that patients can't answer. 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 the service quality with data and it is also difficult to quantify it. Up to now, there is no special institution or course to train instructors, which is different from the training of medical nursing knowledge. In order to improve the work quality and efficiency of instructors, hospital leaders invited teachers from Lixin Company to guide the work, and planned the responsibilities, system, workflow, training plan and assessment standards of the instructors. In order to improve the work enthusiasm of consultants, break the state of doing too much and doing too little, doing well and doing poorly, a job incentive plan based on improving job responsibilities and service processes 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. Reading guidance nurses should be compassionate, treat patients as their friends and relatives, understand and understand the pain and troubles caused by diseases, grasp 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 persuasion, seek medical treatment in an orderly manner, and maintain the order of outpatient service. In addition, the guidance nurse is responsible for keeping the outpatient environment clean. For example, when seeing 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 jointly 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 the patient's thoughts, be anxious about the patient's urgency, understand the patient, and devote yourself wholeheartedly to your work. Through the morning meeting time every day, all the consultants are trained, with good praise and wrong criticism, and continuous improvement is made in view of the shortcomings in the work, so that the consultation work can be improved, the practical difficulties can be truly solved for patients, and the social and economic benefits of the hospital can be positively promoted.
Guide the doctor's personal year-end summary Part II
Time flies, and the end of _ _ is coming again. Over the past year, under the correct guidance of hospital leaders, head nurses and department directors, I have studied Marxism–Leninism seriously, _ _ _ _ _ _ _ _ _ _. Adhere to the "patient-centered" clinical service concept, carry forward the revolutionary humanitarian spirit of saving lives, stand on their posts, be good at summing up experiences and lessons in their work, and do a good job in medical care. Excellent completion of the task of _ _ years. Details are summarized as follows:
One ideological and moral aspects:
Strengthen ideological study and improve theoretical and professional quality. Always insist on learning political theory and professional knowledge as an important way to improve political belief, ideological quality and work ability. Use television, computers, newspapers, magazines and other media to pay attention to the situation at home and abroad and learn the basic knowledge of the party and documents and books related to political thought. In the process of learning, we should pay attention to the method of integrating theory with practice, and constantly improve our cognitive ability and ideological and political quality. We have always believed that people should stick to their own beliefs and morals and keep their inner purity in this materialistic society. It's easy for people to talk, but it's difficult to walk. We must endure loneliness and do something.
2. Professional knowledge:
With the rapid development of information and constant updating of knowledge, I can only keep up with the progress of the times by continuous learning. This year, I overcame shift work and took care of my family. In my spare time, I completed the 1 intermediate nursing title examination, passed the computer title examination, and participated in the undergraduate first-aid cardiopulmonary resuscitation class, first-aid dressing class and nurse etiquette class.
3. Working ability:
Love your job, you are not tired if you are not tired. Work like an ant, live like a butterfly, and set high standards for your work. The inpatients in our hospital are all elderly people who have been bedridden for a long time and can't take care of themselves. I have a strong sense of responsibility and love in my daily work. People are full of joy at the birth of new life. After a lifetime of hard work, they returned to infancy in their twilight years. Today may be your own tomorrow. Be kind to the elderly, treat them as relatives, give them more greetings, smile more, and accompany them through the last journey with love.
At the same time, assist the head nurse in ward management and medical document arrangement, and do a good job in medical document writing. The writing of medical documents needs to be serious and responsible, with a correct attitude and clear thinking. I seriously study the writing standard of department documents, and carefully write ordinary care records, critical care records and rescue records. Abide by the rules and regulations and keep in mind the three basics (basic theory, basic knowledge and basic skills) and three strictness (serious attitude, strict requirements and strict methods).
4. In terms of unity and cooperation:
Be strict with yourself, be lenient with others, don't complain, don't blame, when there are contradictions, first think about your mistakes, if there are, then correct them, if not, encourage them, read good books in their spare time, do good deeds, and work in a division of labor to make efforts to adjust the doctor-patient relationship and build a harmonious society.
Nursing is a noble and sacred cause. As a nurse, I am always aware of the great responsibility on my shoulders. In the future work, I will redouble my efforts to make my due contribution to the nursing cause of mankind! The dawn of _ _ is coming, like the rising sun. I will face the sunshine and go forward bravely!
Guide the doctor's personal year-end summary Part III
In _ _ _, my job was as a shopping guide nurse at the front desk. Front desk consultation is a challenging job, because all kinds of patients have it, and all kinds of questions are varied and sometimes ridiculous. I can answer them seriously and patiently. The patient's satisfied smile is the biggest motivation for our work.
Our work includes consulting, accompanying doctors, sending doctors, communicating and coordinating, checking patients with mobility difficulties and inpatients, providing wheelchairs and flat 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 then destroy the overall service image collected by the hospital medical education network.
After working for a long time, some people will despise our 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 our employees can easily be exhausted in ordinary trivial matters day after day, and passion is the most valuable service quality. Losing passion in service is like losing one's soul.
First of all, establish new concepts and improve 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". When the patient comes to see a doctor, 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 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, we have to contact people of different ages and personalities every day. How to make these people with different needs come here satisfactorily is the biggest test of our employees' knowledge, wisdom and communication skills. We should not only be familiar with the environmental characteristics, technology and equipment of the hospital, but also be familiar with 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, can not be underestimated, and it is a 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.
Third, 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. We nurses should 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, we should keep a cool head, calm patients' impatience, do a good job of persuasion, seek medical treatment in an orderly manner, and maintain the order of outpatient service. In addition, the guidance nurse is responsible for keeping the outpatient environment clean. For example, when seeing 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 jointly 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 the patient's thoughts, be anxious about the patient's urgency, understand the patient, and devote yourself wholeheartedly to your work.
Through the morning meeting time every day, all the consultants are trained, with good praise and wrong criticism, and continuous improvement is made in view of the shortcomings in the work, so that the consultation work can be improved, the practical difficulties can be truly solved for patients, and the social and economic benefits of the hospital can be positively promoted.
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