Doctor-patient communication is an information transmission process for medical understanding and for patients' health
Doctor-patient communication is an information transmission process for medical understanding and for patients' health needs, so that both doctors and patients can fully and effectively express their understanding, wishes and requirements for medical activities. Below I have compiled the skills to promote communication between doctors and patients for your reference.
Skills to promote communication between doctors and patients 1. Appearance, speech and behavior norms
Doctors should restrain themselves with certain codes of conduct in the course of their work, such as: dressing appropriately, dressing neatly, wearing badges, wearing simple ladies' ornaments, not wearing heavy makeup, prohibiting wearing slippers and other indecent behaviors; In the face of their daily work, we should be enthusiastic, not repressed, and give patients a feeling of distrust; The doctor's office should be kept clean and tidy, and all kinds of documents and papers on the table should be placed neatly, otherwise it will leave the patient with the impression that the doctor is in disorder; When talking with patients, you should speak clearly, have a kind tone, use civilized language, listen carefully, talk elegantly, be enthusiastic and patient. Sitting in the consulting room should be dignified and generous, standing gracefully, walking steadily and lightly; Welcome the patient when he comes, and send him away when he leaves. They should stand up to meet them and use polite expressions, such as "Hello" and "Please sit down and wait!" "What's the matter with you?" "I'll give you a physical examination, please cooperate!" "Thank you for your cooperation." "I wish you a speedy recovery!" Wait a minute. In daily work, we should take the initiative to greet every patient, serve with a smile, help each other with love, and communicate with standardized instruments, words and behaviors. Only in this way can the meaning of the four hearts in the hospital picture be fully explained: "enthusiasm, love, sincerity and care".
Skills of promoting doctor-patient communication II. First contact with a patient.
Everyone will always have a first impression in other people's minds. The decisive seven seconds is the moment of first contact, which can make people who know you react immediately. Patients usually come to the hospital with expectations, and they are more or less anxious and uneasy. When they come to the doctor at this time, what they want to see is: the doctor's polite and moderate warm welcome, natural and relaxed and sincere expression, and the most taboo is the way the doctor looks at the patient's whole body, indifference or contempt. At this time, you should pay more sincere attention and greetings to patients and give them a feeling of being really valued. Only in this way can patients get in touch with you from the beginning. We should always think that patients are also emotional people, especially for newly diagnosed patients. When you know the patient's name, you should read his or her name lightly, because to others, his or her name is the sweetest and most important voice in any language. Remembering each other's names and calling them out is equivalent to giving them a clever compliment. Maybe this patient will find you next time he comes to the hospital for a follow-up visit. So, if you want others to like you, please remember this rule: "Remember other people's names".
Skills to promote communication between doctors and patients III. Active listening
I have heard many patients complain about the difficulty of going to the hospital: waiting in line for three hours and seeing a doctor for two or three minutes. The doctor will give you a pile of laboratory tests, make a diagnosis after reading them, and let you take medicine. Maybe I don't even look at you and listen to you. Finally, I don't know anything when I get out of the hospital. I think this kind of thing is familiar to everyone. This is the case with general medical care. Maybe the doctor will say, "This is the status quo." It is true that we have too much clinical work, and the communication between patients is so insignificant and unimportant, but can we deny the role of communication in clinic? No, the patient is a person first, a living person with feelings, emotions and psychological reactions. Can you simply divide the disease and the person into two? Try to get the other person to talk. He knows his own problems better than you. Only by listening to the patient's complaints carefully and patiently can we judge the development process of the disease more accurately, make a more definite diagnosis, and listen to the patient's complaints actively and patiently, which is also a kind of release and comfort to the patient's psychology. Therefore, we should not only be doctors in our daily work, but also be a patient listener, and correctly guide patients to tell important contents related to diseases during listening.
Skills of promoting communication between doctors and patients. Smile is the best language.
Shelley, an English poet, once said, "Smile is a symbol of kindness, a source of happiness and a medium to get close to others. Smile and people will communicate. " Smile is a "lubricant" in interpersonal communication and an important means for people to communicate with each other, understand each other and establish feelings. Is it necessary to smile in medical service and doctor-patient communication? The answer is clear, the doctor-patient relationship is a kind of interpersonal relationship, which needs more care and warmer interpersonal relationship.
What kind of smile is the sweetest in the world? The answer is a baby smile. Before the establishment of his sales kingdom, Yiping, the god of Japanese marketing, was only the son of a farmer in a left pocket suit. He started by listening to others' criticisms with an open mind and constantly correcting his own shortcomings and deficiencies. He trained himself to smile like a baby in front of the mirror every day, gradually gained the trust of others and eventually became a marketing god. So how to grasp your smile in contact with patients? Some medical staff will show a kind, warm and lovely smile in front of patients and their families. Summing up their experience, we can draw the conclusion that doctors and patients communicate with different smiles. For patients who see a doctor for the first time, the doctor will show enthusiasm-a gentle and kind smile is completely different from a cold face without expression. For patients with diseases, doctors will show a warm smile-a faint, shallow and sincere smile, which is out of sympathy and care. In the process of diagnosis and treatment of diseases, doctors will show a confident and firm smile because they realize that they shoulder lofty social responsibilities and master medical technology, thus encouraging patients to face the pain of diseases and actively cooperate with doctors. In the process of medical treatment, when patients actively cooperate with treatment and nursing, and patients recover quickly, the smile of doctor's approval and encouragement is undoubtedly a more effective "medicine". Medicine is not everything, and medical risks also exist objectively. When Chinese medicine practitioners make some mistakes and feel helpless, in addition to making necessary explanations and confessing their guilt and helplessness to patients and their families in language, don't forget to smile and ask for tolerance and understanding, so as to gain mutual understanding.
It can be seen that the smile in medical service comes from the doctor's healthy and positive mentality, from the doctor's serious and responsible social responsibility and value pursuit. Dale Carnegie, an American adult educator, once said, "A smile can illuminate everyone who sees it, just as the sun passes through a dark cloud and brings warmth to people." The charm of a smile can be seen.
Skills of promoting doctor-patient communication V. Specific notification and patient explanation
With the further development of medical service concept, patients are no longer passive recipients of medical behavior, but become * * * participants in medical activities. Therefore, it is particularly important to respect patients' rights, improve all kinds of informed consent forms and make the communication between doctors and patients concrete. In the whole process of medical behavior, you must respect the rights of patients and let them know about diagnosis, prognosis, examination, treatment and medication. And respect the patient's right to choose, provide the advantages and disadvantages of different diagnosis and treatment programs in detail, and allow patients to make appropriate choices. After all, patients are not medical workers, so they can't fully and correctly know and understand medical knowledge, and they are completely unfamiliar with the more complicated treatment or examination techniques to be carried out in the medical process. Doctors should master accurate, popular and acceptable language when explaining the purpose or matters needing attention to them, so as to avoid evasiveness and improper explanation that makes patients feel afraid and shrink back; It is not easy to underestimate, which leads patients to despise special treatment or examination too much and complain to doctors after adverse reactions. Every question raised by patients should be explained patiently and carefully in a realistic, scientific and serious manner, so that patients can make correct cognition and choice.
To this end, medical institutions must fulfill all kinds of informed consent forms, implement the signature system, special inspection, special drug use consent form, blood transfusion consent form, anesthesia, preoperative conversation record, critical notice, etc. Patients who voluntarily give up treatment, ask for discharge or refuse to be rescued. On the premise of explaining the consequences in detail, the patient is required to sign. These informed consent forms and conversation signature systems are a document form of doctor-patient communication. On the one hand, they can enable patients to exercise their right to know and choose, on the other hand, they can effectively protect the medical behavior of medical staff and ensure medical safety.
Communication between doctors and patients is interactive and two-way, and patients will behave differently in front of doctors because of different social backgrounds and cultural literacy. Therefore, when looking for a doctor, our patients should also cooperate and understand sincerely, not conceal their illness and complain truly. We can't embarrass the doctor just because we are patients. Only the friendly participation of doctors and patients can achieve the purpose of harmonious communication.
In a word, doctor-patient communication is the need of medical safety and medical market. Good doctor-patient communication can ensure the quality and safety of medical treatment, reduce medical disputes, and ensure the operation and management of the hospital, bringing the greatest social and economic benefits to the hospital. Communication is actually very simple. A small smiling face, a small caring expression, several equal conversations and some considerations from patients will make your work naturally smooth. However, communication is an art, and everyone has a different understanding of how to master communication skills. Only by learning psychological knowledge, deeply understanding patients' psychology and applying psychological knowledge to work can we achieve a more harmonious state. ?
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