Human nature of medical services is changed with improve continuously (4)

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5 Hospital implementation serves the implementation way that human nature changes

5.1Pay attention to aggrandizement is begged on service atmosphere

5.1.1
Firm establish the thought that is a center with the patient. Want to guide complete courtyard personnel actively, change idea idea, esteem person, place serving the relation with Wu of bedding and clothing, firm the service consciousness that establishs “ to be central ” with the patient and “ patient the first, quality the first, the thought that serves the first ” , utmost ground satisfies the medical services that the patient grows ceaselessly to serve demand.

5.1.2
Reform and optimize medical services to serve a program. Reform and optimize service program, establish a standard, form a standard, same to the hospital disease is planted, same an activity of medical services operation, establish the service program of standardization, serve medium difference in order to narrow, assure the oneness of quality.

5.1.3
The psychology that pays close attention to a patient closely is experienced. Our cure protects personnel to should turn into the service that cannot feel as far as possible appreciable serves. Although say the service is aeriform, but it is a kind of subjective feeling more suffer, in each link that medical services of real ground consist in carries out, let excellent service be felt, can form medical services to serve characteristic. In the meantime, want to take the service government in waiting seriously, awaiting management is the serious content in service government, this are highlighted especially in the hospital, no matter the patient is in registration, wait to see a doctor, examination, operation in all link, waiting is inevitable, should try to be in the patient of this one period of time await a process to turn a kind of service into the process, if TV, book is used to wait when wait to see a doctor,offer knowledge of popular science of a few medicine to explain to public service, insert put light music or offer the recreational activities with a few relaxed health to wait, conduce to a patient shortening from mentally expect time.

5.1.4
Reduce medical services to serve additional cost hard. Increase wind of medical ethics cure to build strength, perfect and aggrandizement supervises a mechanism, increase medical services to serve the diaphaneity of the process, offer more optional to serve a project to wait to the patient, the “ that eliminates a patient hard sees a doctor not to hold a relation in the palm to not be at ease, do not entertain guests the apprehension such as ” of heart of uneasiness of red bag of don‘t bother to see me out, put an end to thoroughly receive red package, get the bad act such as rake-off, utmost ground reduces the additional cost that sees a doctor the patient, raise medical services to serve value.

5.1.5
Pay attention to build human nature to change service culture atmosphere. The hospital should pay attention to seasonable discovery person of excellent service type, typical example, the achievement that will serve a model and the service new concept that its example reflects, new measure gives summary, in the promotion inside complete courtyard limits, build joint efforts of complete courtyard personnel, contend for the good atmosphere that starts excellent service.

5.2
Pay attention to beg on service detail deepen

5.2.1
Institutional conversion thinks. In medical services, cure protects personnel is the specific executant that human nature changes a service, want to be made from bagatelle, make from fine point, want to try to examine with the patient‘s eye, sticking a patient to want to do from beginning to end, accomplish esteem and understanding patient hard, for the buy time on medical services, win a winner to move.

5.2.2
Notice comprehensive observation. Cure protects personnel to want to have tender and accessibly smiling expression not only, have even be good at having an insight into the eye of popular feeling, should show consideration for adequately and understand the patient‘s anguish, help a patient resolve difficulty hard, accomplish the problem that is good at discovering a patient to be able to be solved in time.

5.2.3
Active and active service. Of the aggravate that competes as medical services market and patient demand administrative levels rise, more and more requirement individuation, human nature is changed, the service of diversification. Accordingly, we must liberate a thought, change idea, become passive the service is active service, strive for a patient to gain the market.

5.2.4
Genuine and enthusiastic care. Human nature changes a service most the content of core, be respected namely and understand a patient, so we give a patient sincerely to be mixed with more care help.

5.3
Pay attention to communicate in doctors and patients on beg refine

Communicate with the patient, can give a patient in order to treat the more care besides and interior solace.

5.3.1
Communication basic form. Utterance is communicated; Body is communicated, the eyes of a care, a tender movement, can have the effect that medicaments can not replace even; The heart is communicated, this is communication highest state, it is the resonance of a kind of tacit understanding between doctors and patients and heart. And should notice to communicate an environment, sometimes same utterance or movement can produce different reaction and result below different environment, because the patient is a special group, the psychology that compares normal group and feeling are more weak, need has than the ordinary person more consideration, so cure protects personnel to want to give patient more communication chance not only, and the environment that notices to communicate even.

5.3.2
Communication opportunity form. Basically include 72 hours to be admitted to hospital the talk, talk before art, anaesthetic talk, talk after with medicine sex of harmful response talk, injury checks talk of diagnosis and services, art, leave hospital the talk, and stipulate civilized diction is mixed abstain from diction, the standard serves formal action, also can adopt hold party of informal discussion of the member that recuperate, patient, extend ask for the form such as opinion card to undertake.

5.3.3
Communication specific requirement. Communicate in doctors and patients in, should accomplish without fail hold a principle: Sincere letter, esteem, sympathize with, patient; Base oneself upon accomplishs “ two many ” , listen to a patient to pour out more with the opinion, make a diagnosis and give services to patient or family member introduction more in particular case and requirement; accurate “ 3 judgement ” , make a diagnosis and give services to the patient namely circumstance and state of psychology of prognostic, charge wear out condition, patient are accurate judge and hold; Pay close attention “ observes ” 4 times, should pay close attention the mood status change that observes a patient, feeling to communicating content, cognitive to the illness degree, and be worth to diagnosis and services and prognostic expectation; Be sure to keep in mind “ 5 do not want ” , not with “ dominant person ” or identity of “ expert ” , importune viewpoint of the person that the patient accepts medical service in time, do not use the mood of mood of strong, exciting patient or term, the professional term that not overmuch use patient does not understand, do not want the point of view of optional and negative patient, patient of not arbitrary break down pours out or the mood is revealed.

5.4
Pay attention to beg on service method optimize

Human nature changes a service to also be not be high quality scales, also not be termless contented patient requirement, serving actor bad is opposite of at patient expectation character, again good medical services all demands of impossible also contented patient, again inferior service also can encounter the patient that blames without the newspaper. Accordingly, in routine, we want ceaseless innovation to serve strategy, optimize service method.

5.4.1
Proper. Before our service wants to did not think of in the patient, a bit earlier than what the patient thinks, a bit finer, do the thing that the patient did not think of, give a patient conceivable much point, those who allow a patient is anxious a bit less, link and formalities are a few less.

5.4.2
Cast its place to need. We are wanted to do what the patient needs, suiting a patient just is best. Ask we need according to the disparate arrangement of ideas of patient of disparate arrangement of ideas, the individuation that offers specific aim serves.

5.4.3
Forthright goes easily. Medical services should be patient consider everywhere, it is a principle with convenient patient, optimize service facilities ceaselessly, beautification serves an environment, simplify service flow, eliminate new move of the patient, nervous feeling and anxiety sense, let a patient feel kind in the hospital, comfortable, convenient, give a patient a kind of enjoyment experience.

5.4.4
Coessential and diversiform. The medical services that provides mutiple level, diversification for the patient is the inevitable tendency that hospital service develops, this basically is economy development is ecbolic medical services diversification demand, the rapid development of medical science and technology served diversification to offer a possibility for medical services. The hospital can offer item of not congener and other service, if common disease is room, special,need ward and bag room to wait.

5.4.5
High additional cost. The hospital can offer a few dissociate to collect fees the service besides service project, also weigh additional and additional service, although these do not have direct dependency with diagnosis and services, a bundle of flower sends when for instance the patient is admitted to hospital, a piece of greeting card sends when leaving hospital, undertake following visitting regularly or give a healthy data to wait.