Quality service experience: the role of doctor-patient communication art in quality service

Our department is the first batch of quality service pilot wards in our hospital. It has been five months since the implementation. When I recalled the work in the past five months, I deeply felt the art of doctor-patient communication in the quality service work. The important role. The quality of communication between doctors and patients determines the quality of medical services. Doctors treating diseases are not just a process of applying technology to solve problems, but more importantly, a process of communicating emotions and resonating with patients. If doctors and nurses are good at listening and communicating well in the process of providing medical services, then the doctor-patient relationship must be as harmonious and harmonious as we imagined, so the art of doctor-patient communication plays an important role in fueling quality service.

The so-called communication ancient language means: digging the trench to make the two waters communicate. Connected to each other, connected. Communication can only produce the desired results by following certain principles. To master the art of communication is a long-term accumulation and application. I really admire the head nurse Li in our department. I remember that once an ophthalmologist was very dissatisfied with our work because of the sequence of surgery, I was very upset in the ward and my mood was very unstable. After several insults, I quickly reported to the head nurse. After a detailed understanding of the situation, the head nurse Li came to the ward and patiently explained to the male patient: "I am really embarrassed because the problem of our surgical arrangement has caused you inconvenience. We are very sorry about this. First of all, I have to explain the reason to you, because your surgery was arranged in the third stage, so the operating room workers will take you out of the operating room in advance to prepare for surgery, but temporarily added an emergency operation. So I can only borrow your surgery room, so I have to ask you to go back to the ward, we are very sorry, please understand, forgive me, let the emergency surgery be done first, we will get you immediately after the emergency surgery is done. The operating room will give you surgery. The doctors who do the surgery for you will not rest during the operation. You will definitely take your surgery to rest, so please rest assured that you will be given surgery today. Please wait in the ward for a while." After the patient's hearing, the mood stabilized, and did not start so impatient, asked: "Will the doctor not eat at noon will affect the surgery?" The head nurse simply The answer is: "You can rest assured that we don't look very tired when we get off work. Once we get into work, it is as energetic as injecting stimulants. The eye surgery requirements are very fine. Our doctors and nurses are absolutely 100%. Investing.” After listening to the patient, the patient joked with us like a reassurance: “You are too hard, you should rest at the break, eat or eat, we have no opinion.” I stood by me. I admire the head nurse, which makes me deeply understand the necessity and importance of communication art in quality service work!

On another occasion, a family member of my bed was puzzling about the “pre-transfusion examination” charge. Several of our nurses explained to them what the pre-transfusion examination was, but he still couldn’t understand why Do this check. Finally, after the head nurse came over to understand the situation, he first opened his father's case, found the pre-transfusion test report, and then pointed to the report and began to explain with his patient the details of the items included in the pre-transfusion examination. The two reasons, on the one hand, are of great benefit to the patient himself; the patient can learn from the report whether he or she has contracted a contagious disease in the hospital before and after the hospital . From this perspective, This test is a self-interest protection for the patient. On the other hand, it is also beneficial for hospitals and doctors and nurses. We can understand whether patients have infectious diseases, which can strengthen self-prevention and protection, and reduce and avoid the occurrence of nosocomial infections. So every patient who has undergone surgery has to give them this check before. After listening to the words of the head nurse, I feel that I have heard it well. I have never thought about this inspection before. I really admire the experience and communication art of our head nurse.

In the quality service work, we really know a lot of communication skills from such excellent nurses as the head nurse. For example, the head nurse often tells us that we can try to sit in their bed when communicating or psychological counseling. Communicate with it, breaking the pattern that we used to stand and communicate with patients. I tried to sit and talk to the patient and found that the biggest change was that the sense of distance between me and the patient disappeared. We are like a friend talking, so that the patient’s trust in me is enhanced, which is good for me and him. Effective communication and communication.

Looking back at quality service, let me find that work is a process of constantly discovering problems, solving problems, accumulating and continuously improving. Communication art is a good medicine in this process!

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