How to strengthen nurse-patient communication

Introduction: In order to improve the communication skills of medical staff, achieve the best results in doctor-patient communication, meet the diagnosis and treatment needs of patients, and handle the doctor-patient relationship well. Discuss the improvement of the importance of doctor-patient communication through medical staff, understand the psychological needs of patients, and communicate proactively in a timely manner. How to strengthen nurse-patient communication

1. The importance of nurse-patient communication

The nurse-patient relationship is a working and professional relationship that arises and develops between nurses and patients in the nursing process. , helpful interpersonal relationships. It is one of the key factors in the entire nursing and health service process and has its own characteristics. The establishment and development of the nurse-patient relationship is realized in the communication process between the nurse and the patient.

Good communication skills are the basis for establishing and developing the nurse-patient relationship. Nurses can communicate effectively with patients through verbal and non-verbal communication skills, better understand and meet patients' physical, psychological, social and other health needs, and obtain satisfactory nursing results. At the same time, it increases patients' trust in nurses, turns negative emotions into positive emotions, and cooperates with disease treatment and care to achieve optimal health.

2 Verbal communication

2.1 Verbal communication skills

2.1.1 Find the most common points: when experienced nurses talk to people, Often, by carefully observing the care recipient's gait, posture, clothing appearance, word choice, mannerisms, and conversation, we can estimate their age, education, work nature, etc., and then discover the direction to guide the other person's conversation. While observing the appearance of the care recipients, you should try to understand their mentality. Only by understanding each other can we arouse feelings, attract each other, and generate trust.

　2.1.2 Choose the appropriate intonation and speaking speed: Usually a simple question or statement can express enthusiasm, concern, anger, concern or indifference based on the intonation. Even if the same language is used in different intonations, the communication effect may be completely different. Nurses must be aware of their tone of voice when talking. At the same time, appropriate speaking speed can effectively express the information content. Long pauses and rapid changes in topics may cause the patient to form an impression that the nurse is concealing the truth.

2.1.3 The language is easy to understand and explains the profound things in a simple way: Nurses face patients who lack medical knowledge and have widely different cultural levels and customs. Frequent use of medical terminology will make it difficult for them to understand The content of the information conveyed may even lead to unnecessary misunderstandings. Therefore, when talking, we should pay attention to the language that is easy to understand and the truth should be explained in simple terms.

　2.1.4 Be good at praise and encouragement: Praise is to express approval of the language, actions, attitude, etc. of the person you are talking to, and encouragement is to give the other person courage and confidence. Use positive encouragement and praise techniques to enhance the self-confidence of the communication partner and enable the conversation to proceed calmly.

2.1.5 Timely use of humor: It can help patients release their emotional tension, thereby adjusting the stress caused by the disease.

2.1.6 Grasp the appropriate timing for conversation.

2.2 Basic requirements for nursing terminology.

2.2.1 Standardization of language: The language should be clear and gentle, the wording should be accurate, the intonation should be moderate, and the nursing intention should be concise, popular and easy to understand.

2.2.2 Emotional nature of language: Nurses should smile and melt love, sympathy and sincere helping feelings into their language.

2.2.3 Confidentiality of language: Nurses should treat patients differently. Some can be blunt, while others must be tactful and implicit. Special attention should be paid to the fact that nurses must respect the patient's right to privacy and keep confidentiality regarding patients with physical defects, mental illness, sexually transmitted diseases, etc.

2.3 Daily care terms that meet etiquette requirements.

2.3.1 Greeting words: "Hello", "Please", "Goodbye", "Thank you", "Sorry", etc.

2.3.2 Introduction words: words of comfort, words of greeting and farewell, and words of telephone.

2.4 Explanatory terms in nursing operations: In clinical practice, performing various nursing operations is an important opportunity for therapeutic communication. Nurses should be good at using explanatory terms during operations so that patients can gain more understanding. Help and guidance.

3. Non-verbal communication

3.1 Appearance and physical appearance: The patient’s physical characteristics, clothing and grooming can provide some clues to the nurse. Similarly, the nurse's appearance can also affect the patient's perception of the nurse.

3.2 Expression: The main factors of expression are gaze and smile. Nurses should be good at judging the patient's state of mind from the moment of eye contact, and use eye contact skills to express their concern, support, calmness, explanation and other emotions and meanings to the patient in a timely manner. A nurse's appropriate smile can shorten the psychological distance between each other, relieve the patient's tension, doubts and uneasiness, and gain the patient's respect and understanding.

3.3 Body posture: How people stand, sit, and move their bodies can reflect their attitudes, emotions, self-concept, and health status. The nurse can glean useful breaks by observing the patient's body posture.

3.4 Touch: Touch is the most intimate action in interpersonal communication, which can communicate thoughtfulness, understanding, comfort, support and other emotions. Patients can receive warmth and caring through the touch of others. When applying touch, nurses should pay attention to the patient's cultural and social background, choose the appropriate time to gradually perform therapeutic touch on the patient, and strictly limit the touching parts to prevent offending the patient's dignity or causing misunderstanding.

3.5 Interpersonal distance: During communication, nurses should maintain sensitivity to distance and pay attention to the effectiveness of distance and the role of comfort.

4. Communication with special patients

4.1 Angry patients: Communication focuses on responding positively to the patient’s anger and trying to provide the patient with opportunities to vent their emotions. Use listening skills to understand the patient's feelings and reasons for anger, express acceptance and understanding, and meet the patient's needs as promptly as possible to restore the patient to a normal emotional state.

4.2 Crying patients: It is very important to let the patient vent. Generally, the patient is not required to stop crying. Instead, the patient should be encouraged to tell the reason for crying in time, express his or her sorrow, and allow the patient to be alone or to accompany and comfort him. Patients, help patients get through their sad psychological period in time.

4.3 Depressed patients: Try to show consideration and care in a friendly and kind manner, and ask questions to others in short words. Respond to the patient's needs in a timely manner so that the patient feels the nurse's care and attention.

4.4 Patients with sensory impairments: Use friendly language, moderate care, create a good atmosphere, and then use targeted methods to achieve the purpose of communication. Do not use nonverbal forms of communication that the patient cannot perceive.

4.5 Critically ill patients: On the premise of not increasing the burden on the patient, the conversation time should be shortened as much as possible, and questions should be closed-ended, or more non-verbal methods should be used to communicate.

Nurses must always focus on the interests of patients, effectively use communication skills, gain the trust of patients with a sincere attitude, and improve the quality of nursing services. At the same time, it enhances mutual understanding and cooperation between nurses and patients, avoids the occurrence of many disputes and the intensification of conflicts, and promotes the development of the nurse-patient relationship in a good direction.