[Keywords:] people-oriented service; Clinical nursing work; App application
Humanistic service is people-oriented, advocating humanized service and caring for patients. Humanized service is patient-centered, nursing patients from the aspects of their body and mind and their social environment, so as to meet the requirements of patients for health services, which is the embodiment of holistic nursing. Humanistic care emphasizes human value, dignity and integrity of personality, and pays special attention to human spiritual problems. Humanistic care is a bridge between nurses and patients [1], which mainly includes two points: first, it emphasizes respect for people; Secondly, it emphasizes creating a good cultural and medical environment for educated patients. With the development of society, people's demand for medical services is also increasing. In the hospital management year with the theme of "taking patients as the center and improving the quality of medical services", the role of humanistic factors in nursing work has become increasingly obvious. Many hospitals regard humanized service as the starting point of humanistic care for patients. The nursing work in our hospital is also deepening the service concept of "patient-centered" and the service model is constantly improving. We actively advocate the development of "people-oriented" humanized service, create an atmosphere of care, love and respect for patients, and adhere to the service tenet of "three closeness", that is, being close to patients, clinics and society.
1. Function and value of humanized service
It is emphasized that in the relationship among people, health and disease, people are the main body, and the needs and demands of humanity and personality cannot be ignored. Emphasize the idea of putting human health first; Emphasize that human life is the most precious, and put quality and safety guarantee in the first place; Emphasize people's aesthetic problems about health and disease.
2. The application of humanized service in clinic.
2. 1 Updating the people-oriented service concept is the value orientation and belief that guides people's thoughts and actions. It should be revised according to different stages of development, such as "patient-centered, satisfying patients and reassuring family members", which requires us to continuously enhance service awareness, improve service attitude, improve service art and create service atmosphere.
2.2 Develop people-oriented service standards, standardize service measures and service standards from the system, let the idea of "patient-centered" penetrate into the specific actions of every nursing staff, incorporate nurses' appearance, posture, language, etiquette and professional ethics into operational and evaluable standards, and cultivate nurses' service art, so as to turn it into conscious actions to meet patients' needs.
2.2. 1 dignified instrument standard, set up a good nurse image for patients.
2.2.2 The code of conduct is natural and generous, kind and gentle, agile, accurate and light, skilled in technology and correct in the use of body language.
2.2.3 Language specification should have good language art, warm words, and use civilized and polite language to make patients feel cordial. The basis of civilized language is real mutual respect between people, not language to achieve one's own goals. Common service terms in nursing work, such as "hello", "sorry" and "sorry"; Taboo words such as "wait a minute", "I don't know", "nothing" and "try". As a nurse, humanistic care should be integrated into the language, so that patients can feel the sincere love and care of nurses. Language principles between clinic and clients: equality, respect, confidentiality and flexibility. Language skills: targeted-talk should pay attention to the physical and mental health of patients; Comfort-make patients get comfort, trust and hope; Science-speak with scientific basis; Popular-popular and easy to understand; Art-wit, humor and euphemism.
2.2.4 nursing service standard "no"-don't say no to the patient: "smile"-smile at the patient sincerely: "yes"-greet the patient when meeting: "please"-ask the patient to cooperate first: "sorry"-apologize for the operation error: "forbearance"-the patient must be patient first, because he is a patient.
2.2.5 Carry out "Six Hearts" quality service, be considerate of patients, be careful in treatment, be careful in nursing, be concerned about life, be comfortable in the environment and be patient in explanation.
2.2.6 Establishing a good professional image nursing culture is a manifestation of social culture in the field of nursing and a part of social culture, which can effectively improve nurses' own quality and professional image, shorten the distance between nurses and patients and harmonize the nurse-patient relationship. Hrabe, an American psychologist, summed up such a formula: the total effect of transmitting information = 7% words +38% tones +55% facial expressions [2], which shows the importance of facial expressions in nursing work. A good professional image requires us to be ready at all times, provide services for every patient, do a good job in every work link and every detail, always bear in mind that "service is no small matter", do ordinary nursing work in detail, let patients see the truth from the details, and truly embody "patient-centered". Only in this way can the nurse-patient relationship truly achieve "zero distance".
3. Create a people-oriented service environment
Hospitals not only face medical technical services, but also face the competition of the overall image of hospitals, including hospital reputation and market affinity. In modern society, people's demand for medical consumption is more "humanized". At the same time, while treating and nursing patients, our hospital tries its best to meet the requirements other than diseases, making patients feel convenient, comfortable and assured in the process of diagnosis and treatment, such as addressing patients according to their age, position and wishes, using appropriate language according to different occasions, and using greetings to discharged patients. Each nursing station has also formulated love and friendship cards for discharged patients according to their own characteristics. Standardize the work flow of treatment and nursing, and always embody humanistic care, such as: requiring patients to be informed of the purpose of operation before all nursing operations, explaining the name of drugs, therapeutic effect and main side effects during treatment, setting up wheelchairs, flatbeds and stretchers in the hospital, accompanied by nurses, and opening free ambulances for patients with mobility difficulties.
4. Respect for patients' rights should be people-oriented.
When patients come to the hospital, they enjoy the rights of medical care, information, privacy, autonomy, life and health, compensation and respect. Every bed unit in the outpatient examination bed and inpatient ward of our hospital is equipped with partition curtains for shielding patients during examination and disposal. When asking about the illness, pay attention to avoid others.
5. Results
The positive role of humanistic nursing service based on people and caring for life is immeasurable. During the year of hospital management, nurses in our hospital always practice patient-centered, proceeding from the convenience of patients, and provide meticulous, thoughtful, enthusiastic and fast services to patients at any time, so that patients' needs can be met in a limited way. Through the implementation of humanized nursing service, the relationship between nurses and patients is harmonious, nursing defects are reduced, nursing quality is improved, and nurses' own quality is also greatly improved. The concept of humanized nursing service has really penetrated into every nurse's mind, and she can actively participate in her work and reach an understanding. This work has won the trust of patients, the recognition of the society, the satisfaction of doctors, achieved a win-win situation for doctors and patients, and started a service brand for our hospital.