Doctors treat patients as family
Chat to relieve the patient’s nervousness Hippocrates of ancient Greece once said: “Doctors have two methods to cure the disease: one is medication, and the other is language.
Jin Ming has been a doctor for 16 years. During many years of consultation, he found that the doctor’s language, expressions and gestures play a key role in the communication between doctors and patients.
When listening to the patient’s description of the illness, the doctor should adopt a concerned expression and a focused look. These behaviors convey a message: I understand your pain, I am aware of you, and I am happy to help you.
As a doctor, the biggest contraindication is to write cases without looking up.
Because of the differences in the departments, the service of Wang Yan, a head and neck surgeon at the Department of Otolaryngology, Chaoyang Hospital, is characterized by trying to find ways to resolve the patient’s tension through chat.
■ Make patients feel warm when they are in trouble July 1, 2005 is a hot Friday.
94-year-old Mrs. Liang was lying in pain in the emergency department bed of Chaoyang Hospital, moaning loudly as she dripped, her group of children around the bed anxiously.
The emergency doctor Jin Ming who just took over first looked at the case of the old man. She was transferred from other hospitals the night before. Her symptoms were nausea, abdominal pain and belching.
After understanding the basic conditions of the elderly, he went to the bed and at least asked the daughter of the elderly: Why is the elderly bad?
What have you eaten before, and what have you done?
When communicating with the patient’s family, Doctor Jin always looked serious and stared at each other with his eyes aligned.
When doing a physical examination of the old man, he deliberately wanted to wear a piece of clothing, because he was afraid that his hands were cold, and he was shocked by the sick old man.
Later Jin Ming told reporters that he used some basic doctor etiquette when facing patients.
The emergency department faces a large number of acute patients every day. In front of these patients, the doctor does not have to say, “Hi, uncle, hello!
It is even necessary to have a serious expression, fast movements, and appropriate eyes, so that the patient can realize that the doctor notices him and cares about him. The family looks at him, and his heart will be warm.
The critically ill patients who have just entered the emergency room need to change beds. Jin Ming said that some branches of doctors’ complications caused the family to “lift the patient to that bed”.Feeling warm at the difficult time.
■ It is better to call the patient’s name directly. Doctor Jin himself summed up a set of doctor etiquette for receiving different patients.
He told reporters that in addition to the etiquette acceptance of the above-mentioned acute patients, there are also reception skills for patients who are not urgent but impatient.
According to his observation, only 40% of the patients in the emergency department need to see the emergency department, and the rest are patients who are not urgent from a medical perspective.
Different from the outpatient consultation, the emergency department sometimes has no patients for one or two hours, but sometimes it suddenly comes to a dozen patients, and they will surround the doctor with a lot of talk.
“At this time, if you say to a patient who is very ill, ‘You haven’t waited for a while before’, it will definitely cause the patient to be unhappy, so you need the doctor’s etiquette skills to work.
Doctor Jin said that in his experience, at this time, he would first make a simple inquiry about the condition of the patients. For patients who are not serious, they will open some test sheets to let them do the necessary tests first, leaving a fewAsk again if you are seriously ill.
Jin Ming believes that when the doctor sits in the consultation room and speaks the patient’s name aloud, he might as well walk to the waiting area and ask: “Which one is ×××, come with me.
“When the patient sits down and” complains, “the doctor needs to support his narrative with encouraging language, so that more information is available.
For example, “You say more about it.
When the patient pulls the subject away, the doctor can say, “I know these, do you have any other discomforts?”
“Put the topic back.
Never say, “Don’t tell me this.
“This can leave patients feeling overwhelmed.
■ Doctors remember the taboos when he comes up with ideas. He also summarized some taboo languages for doctors, such as: “You are all right.
“Look here, I’ll cover your illness.
“I don’t see your illness, and I think others are embarrassed.”
“When patients need to do some tests, the doctor should not be indifferent to think:” Do not do it yourself.
“Putting the decision on the patients, leaving the patients and their families to do nothing.
Doctor Jin said that the correct way should be that the doctor should explain the advantages and disadvantages of the examination to the patient, and give his advice to the patient: what should I do if it is my relatives.
Head and neck surgeon Wang Chao of Chaoyang Hospital’s special trick is that once a patient enters the door, he can judge whether the patient is nervous according to his tone and demeanor.
If it is a mentally stressed patient, then Doctor Wang will find the cause of his tension through chat.Many years of medical practice have led Doctor Wang to discover that many patients are accompanied by psychological anxiety.
For example, chronic pharyngitis is a very painful disease, so patients always wonder whether they have tumors.
Some of the patients’ family members were recently implanted with tumors and were scared to run to see the doctor.
When encountering such patients, Dr. Wang first explained the condition in detail, telling them that the disease was not a tumor, and he would be better with some medicine.
If the patient still has concerns, ask him to do a related test.
But if you really encounter a patient with a suspected tumor, don’t rush to tell him your suspicions, but tell him, “Your throat has an unknown substance, for my better judgment,” you need to have an examination.What the results might be and how to treat them in the future.
In this way, even if the test results are not good, the patient will not be surprised.
Case one: I am embarrassed in the outpatient hall of the tooth. The old Li’s job is to immerse himself in a pile of documents and sit on a stool to become the most fixed posture in life.
However, these human bodies have two skin diseases. Although they are not large in area, they do not look like places. They are symmetrical on one side. They are pressed when they sit down. They are itchy and painful.Speaking of people, it is simply miserable.
In the summer, soaking sweat is even more attractive.
That day he resolved to go to the hospital.
Lao Li, who had been registered, came to the outpatient area, which scared him. The entrance of the area suddenly said: Skin and STD clinic!
There is also a large electronic display next to the door. The current number and the patient’s name are clearly displayed on the top and made public!
Although Lao Li was not a big official, he became a big public figure because of his work.
Too many people know his name: someone he knows, and someone he doesn’t know.
He looked around uneasily, for fear that someone knew him.
You said that if people saw it, would someone doubt that I had . he wanted to leave, but it was not easy to register.
Besides, you can’t help but be ill.
Go or not?
While he was hesitating, he heard someone calling him from behind.
Where are you coming?
“He looked back, a colleague in the unit.
“I, I came to see a patient.
“Old Li Zhizhiwuwu said, and went out while talking.
But at this moment, the crisp voice of the nurse at the door just called his name: “Li ××, consultation room 3!
Lao Li pretended not to hear it, and amplified his voice to gossip with his colleagues while hurrying out.
”Li, here you are.
“Isn’t your name on the display?”
You go, I promise not to go out.
“Lao Li can’t help it now, so he has to lower his head and walk into the door.
“‘I promise not to say it’ What does it mean?
“The more he thought about it, the less it tasted.
After entering the door, he turned over again and grabbed a colleague: “I don’t have the disease, I just have two sores where I sit!
“Colleagues are self-confident and do not believe, smiled and said:” Know, know, you go.
Lao Li couldn’t argue, and glanced helplessly at the electronic signboard, saying in his heart, “Why don’t you know to protect the privacy of patients!”
“Case 2 The doctor saw a guest who was eighty-year-old Dong Dong, 84 years old, retired at home, with a wide range of interests and mental distress. He had no major illness, that is, some kind of disease that most elderly men have-prostate hypertrophy.
Urinary urgency and frequent urination, going to the toilet dozens of times a night.
Although I am in good health, I cannot go far away because I cannot solve the problem of finding a toilet. On this day, he made up his mind to go to the hospital for a thorough treatment and get rid of the burden of discarding himself for many years.
With the retirement certificate, it is easy to hang a director’s number.
After looking at it, the director said that it is necessary to do a “urinary power” first, which is a B-ultrasound for the bladder.
After listening to it, Mr. Dong thought it was very interesting to him, but he decided to give it a try in order to cure the disease.
The next day, he got up early and started drinking water in accordance with the doctor’s prescription. Good guy, drink 2000 ml.
After finally drinking, Mr. Dong quickly went to the hospital to find the director with his wife’s company.
The director checked briefly and said to Dong Lao: The urine output is not enough. Can you see if you can hold it for another ten minutes?
The old man has risen uncomfortably, but in order to check the effect, he said, “Okay, okay, I try hard to persist!
“At this moment, a nurse-like man knocked on the door, leaned his head in and said,” Director, someone is looking for it! ”
“The director should go out with the nurse.
Ten minutes had passed, and Dong Lao had been panicked, but still could not see the shadow of the director, so he had to walk in the corridor with the help of his wife.
The old man walked back and forth in the corridor with the help of his family, his head covered with sweat, with an extremely painful expression.
The old man came with the head stretched out while looking at his watch: 20 minutes, 25 minutes . The old man felt really “tolerable” and quickly asked the triage nurse to find their director.
But on a phone call, the nurse responded to Dong Dong: I don’t know where the director went.
As soon as the nurse’s words fell, the old man pulled his wife and said, “I have to go to the toilet and run away!
“The old man finally failed to run to the toilet.
Fortunately, they have a little foresight.
After changing clothes in the toilet, I met the director as soon as he came out.
“Old man, how’s it going?
The old man said, “I’m home, I don’t do well.
“” Why not do it well? ”
“The old man turned back and said,” Young man, before you become a good doctor, you should first learn to face your patients.
“Going without saying a word.
Experts point out that doctors need to have a sense of service to cure people and have a sense of service. Medical ethics and medical ethics have transformed Chinese traditional culture. Doctors’ behavioral norms have begun to appear in Chinese medicine, which is one of the ancient civilizations of the Chinese nation.
The development of traditional Chinese medicine has produced doctors’ ethics and codes of conduct. In addition, it has been implemented in the medical practice of ancient medical practitioners, and has been more recorded in medical classics. It has been sublimated and refined by successive generations, and has become a traditional and outstanding social science research ethical behaviorAn important part of the specification.
However, the medical ethics and style we talked about today have been two times in traditional Chinese medicine. It not only contains Chinese traditional culture, but also foreign culture.
In general, the current code of conduct of doctors includes three aspects: medical ethics, medical rules, and medical techniques, which lead to the moral cultivation and the code of conduct that doctors should take in the workplace.
Medical workers should be based on noble medical ethics. In the practice of doctors, all behaviors are moral. Without the noble medical ethics, doctors cannot have a good professional spirit, and it is difficult to be patient-oriented.
Therefore, doctors must not only treat illness and save people in the workplace, but also have a patient-oriented sense of service.
Experts suggest that a good doctor can help patients feel better. Patients go to the hospital for treatment. Fewer people have positive emotions. Patients’ emotions are often negative and worried.
Due to the special nature of their work, medical workers face patients and their families who are suffering from the pain and suffering of their patients.
Therefore, doctors should have a broad mind, be able to push themselves and others, think in other places, and become a meson, that is, through their words and deeds, the negative emotions of patients and family members are turned into positive emotions.
If a doctor does not have a broad and broad mind, good ideological cultivation and psychological quality, it is difficult to implement high-quality services throughout the practice of medicine.
Experts suggest that “Welcome” and “Sorry” do not casually say that when patients with major illnesses enter the hospital, they have such psychological activities: use the doctor’s expression, language, manners, and attitude to speculate whether their illness is serious.
Patients with minor illnesses subconsciously seek safety through the doctor’s words and manners.
Therefore, the doctor’s speech must be both decent and decent.
I once saw such a banner at the gate of a hospital: “Welcome,” “Welcome to visit again”.
Such a civilized term hangs in the mall, and the restaurant door is acceptable, but in the hospital, some people read it with awkwardness.
A little nurse stuck the patient with venous blood, and she didn’t have blood vessels in one needle. She said, “I’m sorry.
“I didn’t tie it again,” she said again. “I’m sorry.”Although it is also a civilized term, the patient is very uncomfortable because the patient believes that the most important thing for such a nurse is to return to school to train troops.
Experts recommend that the three doctors and nurses not to mention the city language doctors and nurses at work. At the same time, they must pay attention to the patient’s visual experience, that is, dress.Patient comfort.
Don’t lower things that have nothing to do with work. Don’t be lazy, procrastinating, and professional.
For example, when asking a patient’s name, say, “May I ask your name.
“Can’t just casually throw out a sentence:” What’s your name? ”
“When inquiring about the condition, the word must be clear. Don’t swallow the date to make the patient confused.
Because the use of well-known language in job positions will cause doctors to be very illiterate, thus making patients feel uncomfortable and insecure.