Introduction: Doctor-patient communication is the need for medical safety and the need for the medical market. Good doctor-patient communication can ensure medical quality and safety, reduce medical disputes, but also to ensure that the hospital's business management, for the hospital to maximize the social and economic benefits. Doctor-patient communication skills experience sharing, welcome to refer to!
One is to humanize the service as the center, looking for service innovation.
With China's accession to the wto and the diversification of the development of medical services, the medical service system is facing a revolutionary change. In the more intense competition in the medical market, patients in the medical treatment is not only concerned about the hospital's medical level, but also more concerned about the hospital's humanized service. In addition to the hard power of technology and equipment, hospitals cannot ignore the competition of soft power such as governance mode and service level. How to integrate the concept of humanization into the whole process of medical services and hospital governance, change the past? Patients come to the hospital is to see the disease, the hospital is only to treat the patient's neck stereotypes, establish the medical object is first of all? People? The second is the modern medical model of the neck. Neck of the modern medical model, will be an important topic of modern hospital construction and governance, worthy of serious thinking, research and exploration. Hospitals should take measures on how to respect, understand, care for patients and other aspects of the search for service innovation points, through humanized services to continuously improve the public's satisfaction with the hospital.
The second is to adhere to the guidelines of social benefits, to create a hospital of integrity.
Medical institutions at all levels should adhere to the social benefits as the highest guidelines, adhere to the reasonable inspection, reasonable medication, reasonable fees, strictly prohibit a variety of ? Billing fees? Three long and one short? Phenomenon; the strict implementation of the centralized bidding system for drugs, to eliminate the phenomenon of drug dealers in the hospital with money to promote drugs; the implementation of the doctor-patient agreement system, strictly prohibit medical personnel to accept? The medical staff is strictly prohibited from accepting red packets. and accept? The medical staff is strictly prohibited from accepting red packets and accepting treats. The company's main goal is to provide the best possible service to its customers.
The third is to establish and improve the system of communication between doctors and patients, to promote communication between doctors and patients.
In order to strengthen doctor-patient communication, medical institutions should standardize the governance of doctor-patient communication from the form, channel, content, requirements, skills, effects, assessment, etc., to achieve ? A requirement, two skills, three grasp, four attention, five avoid, six ways? A requirement, that is, medical personnel should have integrity, respect for patients or families, compassion and patience; two skills, that is, listen to the patient's inquiries, more to the patient's condition, treatment effects, the use of medication and examination purposes, care for the patient in the process of medical care in life or inconvenience; three grasp, that is, to grasp the patient's condition in a timely manner to the development of the changes in the situation of the medical costs and the patient's psychosocial; four pay attention to, that is, pay attention to the communication object of emotion, affected by the effects of the communication, the patient's health, the patient's health. It is to pay attention to the communication object's emotion, education level and the feeling of communication, the communication object's cognition of the disease and the expectation of communication; five avoidance, that is, avoiding to force the patient to accept instantly, avoiding the use of stimulating language or words, avoiding the use of medical vocabulary that the patient doesn't understand, avoiding to force to change the patient's point of view and avoiding to suppress the patient's emotion; six ways, that is, the prevention-oriented targeted communication, Six ways, namely, prevention-oriented targeted communication, interchangeable object communication, collective communication, written communication, coordinated consent communication and physical control image metaphor communication. Through the omni-directional, multi-level, multi-perspective subject communication, effectively improve the quality of service, timely resolution of conflicts and disputes between doctors and patients, and enhance the patient's trust in the hospital and the medical staff. Understanding. Hospitals should accept and deal with patients' complaints in a timely manner through the establishment and improvement of the doctor-patient communication system, complaint handling system, and regularly collect patients' opinions on hospital services for timely improvement. Medical personnel should fully respect and maintain the patient's right to information, the right to choose, to sympathize with the patient's pain, sympathy for the patient's difficulties, respect for the patient's ideas, dispel the patient's concerns, and strive to make the patient to obtain physical and mental health.
Fourth, to provide superb, high-quality technical services, so that patients can rest assured.
With the continuous development of society and the times, the people's living standards continue to improve, the people's demand for medical services has also increased, coupled with the continuous development of the spectrum of human diseases, which requires medical personnel not only to have a good service attitude, but also has a superb medical technology, and constantly use the new knowledge of modern science, new achievements, new methods, new technologies, with a variety of human diseases. To constantly use modern science, new knowledge, new achievements, new methods, new technologies, with a variety of human diseases to fight, with high-tech and exquisite medical skills to relieve the patient's pain. Doctors should have a strong sense of responsibility for patients, really for the sake of patients, sincere service for patients, to relieve the pain of patients as a lifelong pursuit of the highest.
First, instrumentation, speech, behavioral norms
Doctors should use certain behavioral norms to restrain themselves during the work period, such as: dress appropriately, clean clothes, wearing a badge, women's accessories, simple, should not be heavily made up, is forbidden to wear slippers and other indecent behavior; the face of their work every day should hold a passionate attitude, and not to be a good person. The face of their daily work should hold an enthusiastic attitude, and should not be depressed, to the patient does not trust the feeling; doctor's office should be kept neat, clean, all kinds of paper on the table, paper placed in order, and vice versa will leave patients with this doctor's work is not clear, a very messy impression; in talking to the patient should be spat out in clear terms, tone of voice, friendly, civilized language, listening to the seriousness of the speech, elegant, enthusiastic, patient, etc.; in the clinic should be seated demure and generous, stand elegant, and the patient should not wear slippers and other indecent behavior. In the clinic should be seated in a dignified and generous manner, stand elegant, walk steadily and lightly; patients come to welcome the sound, go away when the sound of sending, should stand to welcome, and more use of polite language such as:? How do you do? Please sit down, please wait! Please sit down, please wait! Please take a seat, please wait! Where do you feel uncomfortable? What's wrong with you? I'm going to do a physical examination for you, please cooperate! Please cooperate. Thank you for your cooperation. Thank you for your cooperation. I wish you a speedy recovery! and so on. In the daily work should be done to receive each patient active greeting, smile service, love to help, the application of standardized instrumentation, speech, behavior to communicate. Only in this way can fully interpret the significance of the four hearts in the hospital icon:? Enthusiasm, love, sincerity, care, ?
Second, the initial contact with the patient's look
Everyone in the minds of others will always have the initial first impression, the decisive seven seconds is the initial contact at that moment, you can know you immediately respond. Patients to the hospital is generally with the expectation of the psychological, more or less anxious and uneasy emotions, at this time to come to the doctor in front of the most wanted to see: the doctor politely and moderately enthusiastic to meet the natural and relaxed sincere look, and the most taboo doctor on the patient's whole body survey, indifferent expression or contempt of the look, at this time there should be more sincere from the heart of care and greetings to the patient's concern for the look, to give the patient a truly valued feeling. A real sense of being valued, only in this way can the patient in the initial contact with you in the moment you have a sense of trust and good sense. We should always think: patients are also full of feelings of the characters, for the first diagnosis of the patient should pay particular attention to this point. When you know the patient's name, you should softly pronounce his/her name, because for others, his/her name is the sweetest and most important sound in any language. Remembering the other person's name and calling it out is tantamount to giving them a very subtle compliment. Perhaps the next time this patient comes to the hospital for a follow-up visit, he will naturally find you. Therefore, if you want people to like you, remember this rule: ? Remember the names of others?
Three, active listening
Once listened to a lot of patients complained about the difficulty of going to the hospital: queuing up to three hours to see a doctor in two or three minutes, the doctor will give you a bunch of laboratory tests, after reading the laboratory tests on the diagnosis, so that you can take medication, and may not even look at you to look at you, listen to you will not listen to you to finish, and finally out of the hospital, what are not understand, I think such a thing we all know. I think we should not be unfamiliar with this kind of thing, ordinary medical care is such a status quo, perhaps the doctor will also say: "This is the patient's picky, we are every day, the patient's picky, the patient's picky. This is the patient's nitpicking, we have to see so many patients every day, how can we have time to listen to their nagging ah? It is true that we have too much clinical work, compared to the patient's communication and communication seems so small and unimportant, but can we deny the role of communication in clinical? But can we deny the role of communication in clinical practice? No, patients are first and foremost human beings with feelings, emotions, and psychological reactions, so can we simply separate the sick from the human beings? Try to let the other person talk, he knows more about his problems than you do. Only after you have listened carefully and patiently to the patient, you can more accurately determine the course of the disease and make a more definitive diagnosis. Actively and patiently listening to the patient is also a release and comfort for the patient psychologically. So we should not only be a doctor in our daily work, but also a patient listener, in listening to the patient to correctly guide to tell the important content related to the disease.
Four, smile is the best language
British poet Shelley once said: ? Smile is a symbol of benevolence, a source of happiness, a medium of closeness to others, with a smile, human feelings communicate, ? Smile is the interpersonal interaction in the ? Lubricant? , is an important means for people to communicate with each other, understand each other, and build up their feelings. Is it necessary to smile in medical service and doctor-patient communication? The answer is clear, the doctor-patient relationship is an interpersonal relationship, and the need for more care, more warm interpersonal relationship.