The experience of high-quality medical service and the construction of high-quality service culture are the basic work to improve the quality of medical service and correct the medical ethics in hospitals. It has the functions and functions of encouragement, cohesion and restraint. The construction of hospital service culture is an important part of carrying forward hospital culture, strengthening medical service quality, developing service economy and service strategy, and ensuring hospital survival and development. As a general doctor, I think we should start from the following aspects:
1. Create a sincere and caring service environment and treat patients as relatives. Let patients have trust and satisfaction with the hospital. In the family service, medical staff are required to put themselves in their own shoes, abide by their duties, explore the role of family service, treat patients as "acquaintances" and "relatives", and understand and respect them. Care for patients, take the initiative to care for and solve patients' life needs and difficulties. When communicating with patients, be kind and considerate, and constantly give psychological support and comfort. Let patients feel the warmth of family, and give patients a feeling that they are not relatives but relatives. The organic integration of culture and medical work has been affirmed by the majority of patients.
2, strengthen education and training, through the creation of hospital quality service activities, let the responsibility, honor, kindness deeply rooted in the hearts of the people, stimulate the enthusiasm of employees. Improve the character and demeanor of medical staff, gather everyone's enthusiasm, and go to Qi Xin. At the same time, let everyone feel the care and cooperation spirit of the hospital. Enhance team spirit and overall concept. Form a hospital quality service cultural model that loves one's job, pursues health and respects life. And through various forms of education, let all staff establish the sense of responsibility of "the hospital is my home, I am a hospital person, the hospital depends on me for development and I depend on the hospital for survival". Experience the concept of mutual trust in life.
3. Intensive business and self-enrichment. Improve medical quality, establish and improve medical quality management network, strengthen the responsibility system of doctors at all levels, and prevent and eliminate medical accidents or major medical errors.
4, the construction of quality service culture, fully embodies the care, love, careful quality service culture atmosphere. As a doctor, we should constantly attach importance to and strengthen the construction of hospital quality service culture, and truly realize the goal of improving economic and social benefits simultaneously. It is also the need for hospitals to survive and develop in the increasingly competitive medical market, so that hospitals will always be invincible in the fierce medical market competition. In short, do a good job in medical work seriously and responsibly.
"Treating diseases and saving lives" is the bounden duty of doctors and an integral part of social civilization. The progress of medical work plays an irreplaceable role in social development. To this end, I hold the spirit of being responsible for patients, actively do all the work, warmly receive every patient, persist in dedicating my work to society, dedicate my love to patients, and devote my life to medical care.
As we all know, language is a tool to communicate feelings, and language is an important weapon to communicate with people in our lives. From the day of birth, a person begins to communicate with others by crying, eat and drink by crying, and tell people that they are uncomfortable. This is body language. With the growth of age, he can talk, gesture, blink, nod, shake his head, and so on, so there are verbal language (that is, written or spoken), body language and body language; Even deaf people still have sign language, so people can't live without language. With the growth of age and knowledge, people begin to use language skillfully, which is language skills.
Then, as head nurses and nurses, we must use language as a communication weapon. In specific work, we mainly communicate with department directors, doctors, nurses, leaders at all levels, comrades in various departments and strangers, and more importantly, we should communicate with patients anytime and anywhere. So how can we communicate well and how can we communicate well with patients? This is the main content of this paper.
1. Warm and sincere language is the basic need to establish a good nurse-patient relationship and the premise of communication. Establishing a good nurse-patient relationship needs to gain the trust of patients, especially when they are admitted to hospital. When the patient first entered the hospital, he was unfamiliar with the ward environment, and he was very worried, painful, impatient and even afraid because of the torture of the disease. Therefore, we should warmly receive patients in comforting language and introduce the hospitalization environment and roommates in detail (I think this link is very good, which can make patients feel hospitalized. Even the roommate's illness will help us do some work), and find out the discomfort caused by the environment as soon as possible. If you have shown that you are affable, respect and care for patients and operate accurately, patients will have a sense of security, intimacy and trust, so that you will have more trust in yourself, which will inevitably increase your trust in doctors and hospitals, thus establishing confidence and hope in overcoming diseases and striving for an early recovery.
2. Answering patients' questions patiently and to the point, and helping patients understand the disease correctly, is the key to skillfully using language communication. After admission, patients have various questions about diseases, drugs and life. In this regard, nursing staff should be patient, and the explanation must be clearly explained; If confidentiality is required, give the patient an acceptable answer. For example: hypertension, if patients can understand some common sense of its occurrence, development and prognosis, and actively cooperate with treatment, they can achieve satisfactory curative effect. Such as sexually transmitted diseases, cancer, etc., we must do a good job of confidentiality and respect the personality and privacy of patients. If the explanation is improper, it will give patients a specious impression, make patients have unnecessary associations, which is not conducive to treatment and even lead to iatrogenic diseases. Therefore, our communication with patients should be easy to understand and carefully considered from the principle of psychotherapy.
3. Careful observation and serious heart-to-heart talk are conducive to understanding and mastering the patient's ideological trends, and clever use of language is an important guarantee for effective communication. Effective communication is very important. Generally speaking, every patient has his own special personality characteristics and ideological activities. Nurses should often patrol wards, care about patients, have heart-to-heart talks with patients, go deep into patients' inner world, and fully understand patients' condition. Only in this way can they be targeted, and what they say when communicating with patients will be skillful, powerful and weighty, so as to achieve the purpose of rapid and effective communication.
4. Learn to communicate with patients with silent language skills: especially suitable for critically ill patients, postoperative patients and patients with tracheotomy or ventilator. A look, a gesture, has a soothing effect on the patient, making the patient in the best state of receiving treatment and nursing. Silent language may be difficult for young nurses, especially introverted nurses. Even if barely achieved, her facial expressions, movements, eyes, tone and intonation are mechanical and inflexible. Very little emotional communication with patients, unable to help patients psychologically, lacking self-confidence. It's not that these young nurses don't want to do well, but they are temporarily incompetent and inexperienced. In this respect, young nurses should learn more from old nurses and head nurses. Then some nurses have insufficient awareness of active service, and can't really understand and predict patients' needs in advance, and can't effectively alleviate patients' pain; I think the patient wants something from you, does not put the patient in an equal position, and is expressionless and indifferent when doing nursing work. There is neither verbal communication nor verbal communication, so it is far away from the patient emotionally. It is not desirable not to be appreciated and liked by patients. Nurses and sisters who have this idea must pay attention, otherwise it is easy to have problems and complain.
People often say that times have changed. That's true. It's not the 1980s. There are more famous hospitals, more famous doctors, more famous medical equipment, and so on, which leads to fierce competition in the medical market. You know: patients are our parents! Imagine how we can survive without patients, and why our hospital has provided quality services in recent years, and it has become more and more fierce; Why didn't we do this in the 1980s? Because we didn't need it then. It can be said that quality service is the product of the times, and there is no end. On X, this year, our xx Group held a promotion meeting of "Building service advantages and creating a civilized industry demonstration window". The theme of the conference is: standardizing six aspects of service, namely, standardizing service concept, standardizing service language, standardizing service behavior, standardizing service process, standardizing service environment and standardizing service supervision. While standardizing the service, it puts forward five contents of establishing an "honest hospital", namely, honest diagnosis and treatment, honest medication, honest charging, honest service and honest medical practice. Through these five contents, efforts are made to solve the problems of difficult and expensive medical treatment for patients. It can be seen that we must fundamentally change our concepts and have no choice. This not only protects itself, but also wins the market for the hospital. The better the business of the hospital, the greater our personal living space. Why not do this win-win approach?
Experience of medical quality service Fan Wensan In order to deepen the service concept of "patient-centered", strengthen basic nursing and improve nursing quality, the Ministry of Health took the lead in proposing the "quality nursing service demonstration project" with the theme of "consolidating basic nursing and providing quality nursing service". As the first demonstration ward in the hospital, our inpatient department of obstetrics and gynecology naturally feels a lot!
As practitioners of high-quality nursing service demonstration wards, we always follow the principle of "three good and one satisfaction", that is, the purpose of "good service, good quality, good medical ethics and satisfaction of the masses", and make a new interpretation of our "simple but extraordinary" nursing work.
Through the development of high-quality nursing service, the quality of nursing has been obviously improved. First of all, quality nursing implements the responsibility system, and the team leader is responsible for the overall work of the group. All general nurses enter the responsibility group, so that everyone is responsible, everyone has a division of labor, turning passivity into initiative, and listing at the door to make patients more familiar with the responsible nurses and bed nurses. Through the head nurse's reasonable adjustment of nursing staff and everyone's active participation, the nursing staff in our hospital strengthened the patrol of patients, actively infused, changed fluids and added drugs, which significantly reduced the phenomenon of ringing the bell, kept abreast of patients' needs and illness changes in the patrol room, and timely treatment increased patients' sense of security. At the same time, it also lightens the burden of accompanying patients and keeps the ward quiet and orderly. Nurses constantly patrol wards and actively provide nursing services, which greatly improves nursing satisfaction. Through their own professional knowledge, nurses can not only discover the changes of illness in time, but also play a psychological comfort role in taking care of patients' diet and daily life. Thereby reducing the number of accompanying staff and improving the nursing quality.
Health education runs through quality nursing service. While providing quality services, we have formulated health education according to the characteristics of the college. Inform the matters needing attention in hospital from the warm reception at admission
Matters, hospital environment, explanation of disease-related knowledge during hospitalization, discharge guidance until discharge, health education runs through. We have made some simple publicity materials for disease health education, which is convenient for nurses' education and patients' borrowing, so that health education can be implemented. Health education has greatly improved patients' overall impression of the hospital and the relationship between doctors and patients.
Always keep an optimistic mood at work, such as a smile and a sentence "What can I do for you?" It can help patients to eliminate strangeness to the environment and fear of hospitals. When admitted to the hospital, give the patient a comforting smile, let the patient eliminate the fear of the disease and establish confidence in himself; When making rounds, smile at the patient's bedside, greet with concern, listen quietly and answer every question carefully; When doing treatment, encourage patients to get out of pain; When the patient recovered and was discharged from the hospital, the reward was gratifying wishes.
Since the implementation of the high-quality nursing demonstration ward, I feel that every nurse in the department is more intimate, warmer, more diligent in going to the ward, and can grasp the patient's condition changes and life needs in the first time, forming a better team culture and working atmosphere. The nursing service is more standardized, and you will feel a little change when you walk into the ward: the nurses are full of energy and smiling; The patient always feels the care of the nurse.
We need to continue to work hard, actively participate, sincerely, and do our best to bring the best service to every patient!
Experience of high-quality medical service Since X, the otolaryngology ward in our hospital has been identified as the first batch of "high-quality service nursing demonstration wards" in our hospital. Under the leadership of the director of our department and the head nurse, all nurses keep in mind the service tenet of "patient-centered", strengthen basic nursing and life nursing, actively explore from the aspects of reducing liquid call, six-heart service and special service for unaccompanied patients, solidly promote quality nursing service, and move towards "patient satisfaction and society"
During this period, as a nursing staff in the department, I have many feelings: our department attaches great importance to quality service activities from the department director to the head nurse to all medical workers and nursing staff, and we are very proud to be the first batch of quality service pilot wards in the hospital. At the same time, we also feel that this pressure has promoted and encouraged our work. All the staff actively participated in it, and the director and head nurse organized all the staff in the department to carry out "If I were a patient" speech activities. Through this activity, my biggest feeling is that we must treat patients as our relatives or friends and treat them with our sincerity, which is also the premise for us to provide quality services. Only by caring for each other and treating each other sincerely can we build a harmonious doctor-patient relationship!
Our department is constantly exploring and practicing in our work, aiming at quality service, strengthening basic nursing and life nursing, starting from every little thing and every detail, and sincerely hope that our efforts can bring help to patients. Each of our nurses goes to work half an hour earlier and leaves work one hour later, actively and enthusiastically helping patients with boiling water for meals, tidying up bed units, combing their hair and cutting their nails, oral care and so on. And we also posted eye-catching humanized slogans on the corridor wall to remind them.
During the activity, our department launched a bright spot: reducing the phenomenon of making liquid calls. Through the head nurse's reasonable arrangement and adjustment of nursing staff's work, as well as everyone's active participation, we have strengthened the liquid patrol of infusion patients, taking the initiative to infusion, take liquid and add liquid. Since the beginning of the work, the phenomenon of liquid phone calls has obviously decreased, so we should maintain and continue our efforts!
"Love, patience, carefulness, responsibility, sincerity and enthusiasm" is another theme launched by our department since the development of quality service. We should apply these six hearts to our work and our "six-heart service" to every patient, so that they can feel as warm and warm as home in the hospital. The staff here are all their family and friends, and we will communicate with them sincerely with beautiful smiles. A simple greeting will warm their hearts, and they can treat patients, family members and staff with a smile and sincerity. Creating a harmonious departmental atmosphere is the basis for us to provide quality services. On the contrary, patients' encouragement and recognition of our work has greatly enhanced our confidence in working hard and our belief in serving patients. Every time a patient puts a smiling face on our photo, we will be very pleased. The patient wrote us a few simple words: well done, come on! It will make us very moved, it will be an affirmation and encouragement to our work, and we will feel that our hard work is worth it! Meaningful!
In view of the problem that some ophthalmic patients are unaccompanied at night, in order to strengthen night patrol, provide patients with necessary life help and avoid safety accidents caused by old age, visual impairment and postural hypotension, we launched a new theme of "Special service for unaccompanied patients" in 10. When making rounds every afternoon, the nurse in charge will ask the patient whether to stay with him or not, and the patients who are unaccompanied at night will be marked conspicuously on the flower brand. Night nurses can make clear which patients are unaccompanied at night according to the signs, so that they can patrol more at night and provide appropriate life help, such as pouring water to take medicine and helping patients to go to the toilet to avoid falling. Starting from every little thing can not only reduce many unsafe hidden dangers, but also improve the good doctor-patient relationship, so as to gain their trust and affirmation of our work.
We need to continue to work hard, actively participate, sincerely, and do our best to bring the best service to every patient!