No matter when, everyone is irresistible to high-quality services. This is the key to success for many companies. This is also very important for doctors. The following is a "Example of Doctors' Reflections on Excellent Service" compiled by me for your reference only. You are welcome to read it. Example of a doctor’s experience on high-quality service (1)
As we all know, language is a tool for communicating emotions, and language is an important weapon for communication between people in our lives. From the day he is born, a person begins to cry to communicate with others, to ask for food, drink, and to tell people that he is not feeling well. This is body language; as he grows older, he can speak. , can make gestures, wink, nod and shake, etc., so speaking language (i.e. words or spoken language), body language and body language appear; (even deaf-mute people still have mute language. It can be seen that people cannot do without language. ); As age and knowledge increase, people begin to use language skillfully. This is language skills.
So, as head nurses, nurses, and doctors, we must use language as a weapon to communicate. In specific work, we mainly communicate with department directors, doctors, nursing colleagues, and leaders at all levels. Communicate, communicate with comrades in various departments, communicate with strangers, and more importantly, communicate with patients anytime and anywhere. So how can we communicate well, and how can we communicate well with patients? This is what this article mainly discusses.
1. Warm and sincere language is the basic need for establishing a good nurse-patient relationship and the prerequisite for communication. To establish a good nurse-patient relationship, it is necessary to gain the patient's trust, especially upon admission. When patients are newly admitted to the hospital, they are unfamiliar with the ward environment and are tortured by the disease. They are very worried, painful, impatient and even afraid. Therefore, we need to use comforting language, warmly receive patients, and introduce the hospital environment and roommates in detail (I think this link is very good, it can make patients feel like they are visiting the hospital. Even roommates will help us with some work) ), as soon as possible understand the discomfort caused by the environment. If your language has shown that you are approachable, respectful and caring for the patient, and the operation is accurate, the patient will have a sense of security, intimacy and trust, so he will Having more trust in yourself will virtually increase trust in doctors and hospitals, thereby building confidence and hope in overcoming the disease and striving for a speedy recovery.
2. Patiently and pertinently answering questions raised by patients and helping patients correctly understand the disease are the keys to skillfully using language to communicate. After being admitted to the hospital, patients have various questions about diseases, drugs and life. In this regard, the nursing staff must be patient and explain clearly what needs to be explained; and give the patient an acceptable answer if it needs to be kept confidential. For example: hypertension, if patients can understand some common sense about its occurrence, development and prognosis, and actively cooperate with treatment, they can achieve satisfactory results. For example, sexually transmitted diseases and cancer must be kept confidential and the patient's personality and privacy must be respected. If we explain improperly and give patients a specious impression and cause unnecessary associations, it will not be conducive to treatment and may even lead to the occurrence of iatrogenic diseases. Therefore, our communication with patients should be easy to understand, based on the principles of psychotherapy, and carefully considered.
3. Careful observation and serious heart-to-heart conversations are helpful in understanding and mastering the patient’s thoughts. Skillful use of language is an important guarantee for effective communication. Effective communication is important. (Example: omitted) Generally speaking, each patient has his or her own special personality characteristics and ideological activities. Nursing staff should frequently patrol the wards, care for and considerate patients, talk to them heart-to-heart, penetrate into the patient's inner world, and fully understand the condition. Only then can they be targeted, and what they say when communicating with patients will have skill, strength, and weight to achieve rapid and effective communication. purpose.
4. Learn to use silent language skills to communicate with patients: especially suitable for critically ill patients, postoperative patients, and patients with tracheostomy or ventilators. A look or an action has a friendly and soothing effect on the patient, putting the patient in the best state to receive treatment and care.
This is an affirmation and encouragement for our work, and we will feel that our hard work is valuable and meaningful! Let me give you a few examples from the perspectives of patients and family members to give you a feel!
Example 1:
I remember a male patient in his seventies who fell at home due to ketosis poisoning. When he was admitted to the hospital, he was covered in filth and abrasions because of incontinence of urine and feces. After the patient was admitted to the hospital, the nurse on duty immediately scrubbed the patient's body and changed clothes. Due to the condition, the patient had to rest in bed and could not take care of himself. The nurses and sisters in the department took the initiative to take care of the patient's life, washing his hair, washing his face, and turning over. , patting on the back, taking care of diet and daily life, etc., the patient's condition gradually returned to stability. When the patient's condition improved, the first thing he said to us was "Thank you!" A gentle word of thanks is the patient's heavy trust. When he recovered, The patient left a message: "Washing your hair and wiping your body is a trivial matter, true words can warm people's hearts, but what about your biological children? It's rare to see the love of an angel!"
Example 2:
A few weeks Recently, there was an old man in Zhongshan who had been hospitalized in the endocrinology department. The old man suddenly came to the ward. He thought the patient was feeling unwell, so he went to ask. Unexpectedly, the old man said: "Ah Chang, I'm fine. I'll go to the outpatient clinic for a follow-up check." I want to come and see you. I have been in several hospitals, and the nurses here are the best and the most considerate. There are some fruits here. You can eat them after you are done!" These few words warmed the hearts of the nurses and sisters present. This is the best recognition of our work by patients! No matter how tired and hard we work, it’s all worth it!
Example 3:
Family testimonials
1. The nurses take very good care of us. As children, we don’t have to ask for leave every time to take care of us like before. After a few days of observation, we are very satisfied with the service here. This working model is really good. It frees us as children and we can go to work with confidence.
2. We are usually quite busy at work. If we stay here all day and can’t leave work, it is financially unaffordable and uneasy to hire someone to accompany us. This is great. With nurses like you here, we save money and worry!
The above examples show that our work is recognized by patients and their families. Another point is that nurses are in the ward, and patients are observed more and more carefully, and doctors are becoming more and more satisfied with us. In the past, doctors During ward rounds, patients and subordinate doctors should learn about the condition. Now, doctors during ward rounds often ask the responsible nurse and nursing team leader to learn about the patient's condition at any time. With the careful observation of nurses, patients can feel at ease and doctors can rest assured.
Quality nursing has higher requirements for our nurses. Nurses must use solid theoretical knowledge to provide health education for patients, and use superb skills to win the trust of patients. High-quality nursing makes patients trust nurses more, and the value of nurses is fully reflected. Since high-quality care has such high requirements for us, my team members and I will continue to work hard, actively participate, and do our best to provide every patient with the best service! Sample essay on doctors' experience in high-quality service (3)
Recently, our hospital, the Department of Obstetrics and Gynecology of the First People's Hospital of xx City, is actively developing high-quality services through our "service with a smile and patient satisfaction" Let patients feel that our medical workers are on the same side as them, which can enhance their confidence in overcoming the disease and also make patients feel warm when they receive medical treatment in our hospital.
In order to ensure the implementation of this high-quality service: our department mainly starts from three aspects
1. Scientific management and strong quality
Obstetrics and gynecology work is complex and heavy , the risk is relatively high, especially in obstetrics. The lives of mother and child are in the hands of our medical staff. In order to provide patients with safe and satisfactory services, our obstetrics and gynecology department has implemented scientific management, firmly grasping the system construction and implementation work, and making every day's work proceed in an orderly manner through daily shift handover. I feel that the Department of Obstetrics and Gynecology is a dedicated and dedicated team. Management produces quality and results. We manage people through systems and mobilize people's enthusiasm through systems, so that the work of the department can proceed smoothly and be recognized by society.
2. High-quality service builds image
Hospitals should give patients a sense of trust, security, and intimacy. With these "three senses", service quality is among them. But these three senses are inseparable from high-quality technology and thoughtful and meticulous service. In recent years, with the support of the hospital, the department has sent medical staff to study abroad, and has actively contacted experts to come to our hospital for lectures, consultations, and guidance. Teaching, helping and guiding our young medical staff has continuously improved our technical level and alleviated a lot of pain for patients. The department attaches great importance to new technologies, and the department director leads by example, works diligently, and constantly learns new technologies.
3. Friendly services warm people’s hearts
High-quality services are the basis for patients to gain trust, security, and intimacy. We insist on carrying out "if I were a patient" empathy thinking among medical staff, and start with standardized words and family-like behaviors. Through our high-quality services, patients feel warm reminders and informed notifications, and It’s not hard and fast terms; what I hear is cordial greetings and amiable explanations, rather than “cold, cold, hard, and harsh words.”
I have always felt very proud and proud, because my job is to welcome new life The arrival of the baby is holding the hope of tomorrow, the flowers of the motherland. Watching the arrival of the lively and lovely little angels, I feel extremely happy. The work in the delivery room is extremely challenging, and we are facing the upcoming. As mothers, we must closely observe the birth process to ensure the smooth and safe arrival of the newborn. We often encounter unexpected situations during the delivery process, which also makes us psychologically nervous. On the other hand, it is also quite dangerous. Because we are often exposed to blood, we may be infected with infectious diseases accidentally. Although our work is dirty and tiring, the sweat we put in will be rewarded. When we hear the first powerful cry of a newborn baby, look. As one family after another walks out happily from here, our hearts are full of happiness, and life has brought us infinite touches. "Quality service" has further shortened the distance between us and patients, and established a positive relationship with the society. It has been well received by people. Sample essay on doctors' experience in high-quality nursing services (4)
In order to further clarify the working ideas, working methods and key tasks of the "Quality Nursing Service Demonstration Project", promote the exchange of experiences and promote various projects. The work was carried out smoothly. The Provincial Department of Health organized a special training for the head nurse of the high-quality nursing service demonstration ward. Taking advantage of the training, I was fortunate to visit xx Hospital in xx Province, one of the first hospitals in China to provide high-quality nursing services. It has rich experience in implementing basic nursing, improving specialty quality, and carrying out scientific management. Through the visit and study, I have a deep understanding.
First, the basic nursing provincial hospital as a century-old hospital is reflected in the service. The hospital has always attached great importance to the creation of service brands. From the humanized service in XX to the unaccompanied care in XX to the comfortable care in XX, it is this step-by-step process that reflects the continuous innovation and improvement of the provincial hospital. The improvement finally condensed into today's service brand strategy: humanization as the concept, holistic as the content, specialization as the feature, non-accompaniment as the requirement, and patient satisfaction as the goal. For high-quality nursing services, we have to mention their "accompanying but not protecting". This is something that many of our nurses think is impossible, but they were the first to apply it in their work at the Provincial People's Hospital. At this time, I truly realized the meaning. In order to ensure the patient's rest, the nurse will appropriately arrange visitors according to the patient's condition to meet the patient's family and psychological needs, but does not interfere with any basic nursing work. According to the basic nursing instructions issued by the responsible nurse, the daily life nurse assists the patient to complete various necessary head-to-toe daily care tasks, including washing the face, combing the hair, wiping the body, washing the feet, etc. Here, the treatment cart has become a bond of affection between nurses and patients. When necessary, the nurse will immediately push the cart to the patient's bedside to solve the patient's difficulties in a timely manner. At the same time, their basic care is meticulous, and they even help the patient close the curtains during his lunch break. They think of every detail like this. They do what the patient thinks of, and they do what the patient doesn't think of.
During the two days there, I watched the busy figures of the nurses. I deeply realized that the value of nursing is not only reflected in the technical aspects, but also requires our nursing staff to help every patient with sincerity, love and sincerity. It is precisely because of this heart that menial tasks such as washing faces and wiping feet, which may seem dazzling to ordinary people, bring a sense of accomplishment to our lovely nursing colleagues and extend the happiness of patients.
2. Rigorousness embodies professional connotation. After seeing the document of "Quality Nursing Service Demonstration Project", many of our nursing colleagues do not fully understand the life care included in it, and even think that quality nursing demeans the status of nurses. , is to give up one's major. While studying at the Provincial People's Hospital, while watching them deepen their basic nursing work, I also realized the professional connotation of nursing reflected in their rigorous work style. If nursing work is just about executing doctor's orders and completing nursing operations, then how can we blame the masses for calling us nurses doctors' errands? As a nurse, the most important professional ability should be in observing the condition and using one's own professional knowledge to judge the patient's condition. The nursing staff of Provincial People's Hospital left a deep impression on me by assessing the muscle strength of post-operative patients before getting out of bed. Before the patient gets out of bed and moves around after surgery, the responsible nurse will assess the patient's muscle strength. Based on the assessment, they will determine whether the patient can move after surgery, how long the patient will be active, and what the range of activity will be. Through the combination of theory and practice, patients' activities are guided more scientifically. Many patients' activity time has been advanced and postoperative complications have been reduced. If we just stop at the doctor telling us that the patient can get out of bed in two days, and we tell the patient that he can only stay in bed within two days, then what is the use of our professional knowledge that requires continuous education? We should tell the patient why it took her a day and a half to get out of bed, but the patient in the next bed took two and a half days to get out of bed. I believe that only a rigorous work attitude and style can create the professional connotation and brand value of nursing.
3. Scientific management in high efficiency As the saying goes, "management brings efficiency", how to achieve twice the result with half the effort through scientific management is also an important purpose of my study at the Provincial People's Hospital. During the two days of study, I was exposed to many advanced management methods. Nowadays, science and technology are developing rapidly, and all walks of life are using advanced information tools to improve work efficiency, and our nursing workers also dare to try new things. Provincial People's Hospital has a very good nursing management information system. Managers can use the information system to schedule, assess, quality check, and collect statistics. In order to do the refined management we have always advocated, it is really important to carry out process management. Processing and standardizing everything not only speeds up the dissemination of information, saves manpower, but also improves management efficiency. They rationally and meticulously guide the work of nurses through the professional and directional use of various processes in their work, including nursing operation processes, various job processes, key medication work processes, non-drug therapy work processes, nursing management processes, etc. It realizes the standardization and formulaization of nurses' work, thereby reducing the occurrence of nursing errors and accidents. Among them, their small innovations in management are also very eye-catching. For example, they express nursing routines in the form of pathways, which means telling nurses very straightforwardly and clearly what kind of care should be provided to patients with the same disease on the first day after admission. Nursing, what is the focus of nursing the next day? This kind of out-of-the-box initiative can not only allow new nurses to quickly adapt to department work, but also provide a standard for judging nursing management work. Another example: conduct a work peer evaluation once a month, because nursing work is a collaborative work, and peer support plays a very important role in enhancing the atmosphere of the department and improving work enthusiasm. Therefore, the head nurse uses monthly peer evaluations to understand each nurse's work performance and areas for improvement. The head nurse then communicates with the client in a timely manner, supervises the client to make corrections, and strengthens the construction of the entire nursing team. The nurses of the Provincial People's Hospital have provided us with advanced service concepts and advanced service methods on the road to creating high-quality nursing services.
In the future work, we must learn from the advantages of others through study and summary, combined with the actual situation of our hospital and department, continue to reform and innovate, adhere to the patient-centered approach, consolidate basic nursing care, and improve service quality. , fully implement the relevant requirements of the "Quality Nursing Service Demonstration Project", do a solid job in nursing, and truly make it possible for others to use stones from other mountains to attack jade.