1. Attach importance to the first cause effect and establish a good nurse-patient relationship.
The so-called first cause effect is the first impression formed by people's perception when they first contact with things, which plays an important role in the judgment and evaluation of things. First of all, medical guide nurses should abide by the dress, working hours and language norms, be dignified, behave generously, dress neatly, smile, serve patients friendly and easy-going, and respect, sympathize with and care for patients. Avoid chatting after work, behave sloppy, refuse arrogance and indifference, reflect our good moral, psychological and professional quality, leave a good first impression on patients, and actively create a warm and cooperative atmosphere.
2. A solid business level continuously expands the amount of information.
With solid professional knowledge and rich clinical experience, good communication and expression skills and psychological quality, keen observation and adaptability, high sense of responsibility, but also rich knowledge of other marginal disciplines related to medicine, such as psychology, behavior, sociology and so on. It is necessary to know the exact location, telephone number, expert outpatient time and other adjustments of the internal departments of the hospital in time, grasp the business scope, inspection methods and charging standards of the functional examination room at any time, provide accurate information for patients, and correctly guide patients to seek medical treatment. The lack of information will directly affect the quality of work and lose the trust of patients.
3, master the skills of effective communication
Effective communication is the premise of establishing a good nurse-patient relationship and the basis of ensuring nursing quality. The hospitalization time of outpatients is short, so effective communication is more important. Doctors should have good communication skills and methods.
3. 1 language communication. Language should be cordial, warm, cordial, polite, articulate and euphemistic. Use a language that understands each other, is easy to understand and speaks at a moderate speed, actively ask patients in a caring tone, communicate patiently, meet the needs of patients, and give appropriate responses.
3.2 Non-verbal communication. Communicate through people's eyes, expressions, standing posture, gestures and spatial distance. Be good at smiling at patients and eliminating their nervousness. Greet patients with questioning eyes and encourage them to consult. When answering questions, face the patient directly to show respect. Use gestures to guide the way, help the patient, and gently put the paper cup or medical record in the patient's hand. , not only embodies the good quality, but also can give patients a positive emotional response, and play the role of psychological care at any time.
4. Keep a stable mood
When patients come to the hospital for medical treatment, they should not only solve the pain, but also provide high quality.
Medical services. The work pressure of medical guidance nurses generally comes from the responsibility system of asking first and then answering, from the emotional venting of patients or their families, from the sense of powerlessness in coordinating contradictions and disputes, and from emergencies such as the rescue of critically ill patients. If you can't control your emotions well in the face of work pressure, it will not only affect the perception of patients, but also affect the quality of outpatient service and the social image and economic benefits of hospitals, so it can't be ignored [4]. In the changeable and complicated working environment, we should learn to control our emotions and actively adjust our psychological balance.
5. Pay attention to health education and improve patients' knowledge level.
Health education is one of the important contents of medical guidance. Timely publicize the importance of prenatal screening to early pregnant women, explain the influence of diet and emotion on diseases to patients in breast and endocrinology departments, and publicize the significance of child health care to young mothers undergoing postpartum review. Explain the etiology, treatment methods, review time, prevention and other related knowledge according to patients' respective diseases, improve patients' knowledge level, and attach importance to the education of their families.
During the 12 years of medical guidance, the author deeply realized that "patient-centered" is the essence of medical guidance service. Guide nurses try their best to help patients solve problems and communicate with patients in time, so that the guide service can be further improved. With a high sense of responsibility, rich experience and knowledge, we will ensure high-quality service, constantly apply and expand the roles and functions of nursing staff, promote the harmonious development of nurse-patient relationship, and promote the development and prosperity of hospital medical undertakings.
extreme
This holiday, I was lucky enough to participate in the social practice activities in the countryside during the summer vacation. Go to Qingdao Laoshan Health Center for medical guidance. I am familiar with and interested in this social practice because I have been to hospitals such as the Affiliated Hospital of Qingyi Medical University to instruct doctors before.
As I just finished my freshman life, my job is relatively simple: give directions to patients and their families, let them see a doctor in time and solve their own problems. What I do is very small and simple, but when I see patients who don't know the way to see a doctor smoothly with our help, I am excited and happy inside.
I clearly remember that many patients went to the hospital for several days in a row and were almost busy all day. Because there are not enough people, sometimes not everyone can take care of them at the same time At this time, my heart will feel particularly guilty. Despite my anxiety, I still face all the difficulties with a smile. I think the most important thing I learned at work is to smile.
Smiling is human nature and a sincere expression of the heart. If it's a sincere smile, then no matter how long it takes, you won't feel tired or twitch. As the philosopher said, "Smiling costs nothing, but creates many achievements. It makes the receiver rich, but not the giver poor. He was born in an instant, but he left an eternal memory. " Smiling brings fire to the busy and nervous laboratory, and at the same time, it can calm the anxiety and tension of patients. Smiling is a science.
In the process of guiding doctors, I learned how to communicate with different people, and through the age of the consultant, I figured out the consultation room that patients might go to, so as to provide help more smoothly and quickly. Although I am busy guiding doctors these days, I can't remember how many people I pointed to in my work these days, but I clearly remember everyone who smiled at me. Thank you again for your patience and hard work. I think it is really difficult to instruct doctors in a short time, but as time goes on, everyone's enthusiasm for participation is getting higher and higher. This activity ended successfully, and I hope there will be more meaningful activities like this in the future. Constantly hone yourself and improve your ability to adapt to society.
In the past few days, I always get up early in the morning, wash my clothes and wait for the bus. When I arrived in Lao Wei, I put on our "work clothes" very skillfully, and then I relaxed my face to keep a relaxed and happy mood and cordial smiles from my relatives. In this way, my day's work began.
In the process of work, many patients are very polite. When I say, let me serve you, people will say, right? Thank you. Some elderly grandparents are blind and are not very familiar with the self-service registration machine. It's time for us to play Our duty is to serve those who can't handle business with the registration machine themselves! When I finish speaking for others, many people will never forget to say, thank you very much, young man! I have met many such grandmothers, and they are all very polite. Once an aunt said, I really don't know how to operate these machines without you, thanks to you! Hearing this at that time, my heart was full of joy and joy! In this way, I know that my efforts have not been in vain. I am serving others, helping others and giving a little love to this society.
Of course, patients are not all high-quality people, and there will definitely be some patients pestering. When I meet such patients, I can only explain to them again and again. Finally, we can only ask professional medical staff to explain it to them. Really speechless! But I also patiently endured it. I am awesome, too! Like yourself!
During my social practice in Lao Wei, I not only often contacted patients, but also our nurses and sisters! First of all, of course, the value of the nurse sister! That must be high! Sure enough, nursing is a high-value industry. However, it is not enough to be a qualified nurse. The professional skills of our nurses and sisters in Lao Wei are useless! Sometimes we ask them some medical questions that we don't know, and they patiently explain them to us. Most importantly, when the patient asks us that we don't know, we will guide the patient to the nurse's sister. They are already very busy, but every time we disturb them, they seem to be impatient at all, which makes me a little embarrassed again and again. I have to say that the patience of the nurse sister is not comparable to that of ordinary people! With this patience, there are still some patients who don't understand, make some medical troubles, abuse or even beat our beautiful nurse sister, which is simply unforgivable! I am also a medical student, and I understand that our medical staff are not hard. They don't have three meals a day on time, and they will never stand up during working hours. They are always in a state of psychological tension. At the end of the day, I got home and collapsed on the sofa and didn't want to get up. So sometimes I feel a little guilty when I cause trouble to others. It also increases the workload for others. Moreover, the nurse sister is too tired to watch us do some work, and sometimes she will let us go to bed early to see if we are still students, but she can't bear to ask us to work! I'm so touched! Compare the hearts of nurses and sisters!
Give someone a rose, and the hand has a lingering fragrance. I participated in the social practice activities of going to the countryside this summer and felt that I benefited a lot. This is a social atmosphere of advocating unity and friendship, helping others and being brave, and it is a very noble cause that contemporary society pays attention to. It embodies the traditional virtues of the Chinese nation in helping others and helping the poor, and is a promising cause. Doing this well will help the whole society to establish a new fashion of dedication, friendship, mutual assistance and progress. This is the action guide of contemporary college students, the mission of contemporary young volunteers, and the concrete embodiment of our study of "Theory of Three Represents".
Let the young people in our new era shoulder some weak social responsibilities and contribute a little!
Tisso
Medical guidance is the patient's first impression of the hospital, and its words and deeds, service attitude and work performance directly affect the patient's overall evaluation of the hospital. The functions of guiding doctors are: welcome, etiquette, consultation, guidance and triage. Doctors should serve patients with "angel smile, standardized service like stewardess, hotel-style service enthusiasm, superb professional knowledge and technology". The purpose of guiding doctors is to take patients as the center, exchange true feelings for understanding, polish windows with smiles and win word of mouth with services. At first, I was not familiar with these professional knowledge, but I decided to study hard and try to do all this.
Medical guidance service is to guide patients to relevant departments for medical treatment. Under normal circumstances, patients don't understand the distribution of departments, treatment processes, diagnosis and treatment characteristics, and doctors' professional expertise. Some diseases need to grasp the timing of seeing a doctor, even register and make an appointment with experts, as well as what materials need to be prepared and the appropriate time for diagnosis and treatment. In fact, although there are many factors that make it difficult to see a doctor, it is often caused by patients' ignorance of the treatment process, and professional pre-diagnosis consultation and guidance can make patients take fewer detours.
With the experience of this social activity, I have a general understanding and feeling about my future working environment. Although I can't say that everything went well in the process of guiding doctors, and some negligence caused inconvenience to patients, I have always been considerate and generally successful. Guiding doctors' work is not a simple and easy task. It requires not only careful communication in the mouth and quick response in the brain, but also a beautiful, optimistic and positive attitude. After a short period of practical activities, I am very tired, but I feel sweet and full of satisfaction when I see the satisfied smiles of the patients I have served. Thanks for this experience!