Etiquette and image-building of nurses

Etiquette and image-building of nurses

As a nurse in the new era, in addition to mastering nursing professional knowledge and skills, she should also learn knowledge of humanities, psychology, ethics and sociology, and learn professional etiquette in nursing work. The following is about etiquette and image-building of nurses. Welcome to reading.

First, the concept of nurse etiquette

Etiquette: refers to the code of conduct and communication standards that people follow together to show respect, respect and friendship in certain communication occasions;

Politeness: refers to an attitude;

Etiquette: it is the usual behavior that people follow;

Nurse etiquette: it is a kind of professional etiquette, a code of conduct that nurses follow in professional activities, and a comprehensive reflection of nurses' quality, cultivation, behavior and temperament.

Second, the background of nursing etiquette

1, which is determined by the transformation of medical mode and nursing mode.

With the progress of society and the continuous improvement of people's living standards, the medical model has changed from "biomedical model" to "bio-psychological-social" medical model, and the nursing model has also changed from "disease-centered" functional nursing to "human health-centered" holistic nursing. Therefore, as nurses in the new era, in addition to mastering nursing professional knowledge and skills, they should also learn knowledge of humanities, psychology, ethics and sociology, and learn professional etiquette in nursing work.

2. It is determined by the development situation of clinical nursing.

Nurse etiquette is the first contact perception of patients when they come to the hospital. The image, body language and gfd of nurses are related to the first impression of the hospital. The beauty of etiquette in nursing etiquette plays an important role in improving the relationship between nurses and patients, improving nursing quality, creating a perfect medical environment and maintaining the overall image of the hospital.

Third, the characteristics of nurse etiquette

Nurse etiquette is a professional cultural model, and it is a knowledge to study the art of communication norms in nursing work. Nurse etiquette not only has the basic characteristics of general etiquette, but also has the cultural characteristics of nurse occupation. It is a professional code of conduct for nurses to guide and coordinate art in the process of nursing behavior. Nurse etiquette has obvious professional characteristics in the scope and scope of application.

1, normative

Nurse etiquette itself is a code of conduct that nurses must abide by. It is based on laws, regulations, systems and guidelines, and requires nurses to provide prescribed models or standards for what they can and can't do, how to treat people and things, how to self-discipline and respect others, and how to be a person.

2. Commanding

Because the content of nurse etiquette is based on laws, regulations, systems, codes and other principles, nurses are mandatory in their work, and those who do not comply must be punished to maintain the seriousness and dignity of soil protection etiquette.

3. Integrated platform

As a professional culture, soil protection etiquette is the embodiment of comprehensive quality of soil protection. First, the unity of scientific and artistic nursing service; Second, the combination of humanities and science and technology; Thirdly, the humanistic principles such as ethics and aesthetics of life must be integrated into the thoughts of operators. In a word, nursing activities will inevitably reflect nurses' scientific attitude, humanistic spirit and rich cultural background.

4. Adaptability

The adaptability of nurse etiquette refers to people's ability to adapt to the etiquette of different customers or cultures. Etiquette of different cultural systems can be compatible and adapted to each other. With the increase of friendly exchanges with the international community, patients in nursing work are different in beliefs, customs and culture. We should respect the beliefs, cultures and customs of patients in our work, and integrate and adapt to each other in communication, contact and adjustment.

5. Feasibility

Nurse etiquette pays attention to practicality, effectiveness, feasibility and practicality. Therefore, nurse etiquette should be widely used in nursing practice, become the code of conduct in work, and be recognized by nursing objects.

6. Tradition

Tradition is an important feature of nurse etiquette. Any region, any nation and any country has its own traditional culture, and the essence of tradition must be inherited. China's cultural etiquette embodies China people's tradition of respecting interpersonal relationships, morality and etiquette. China inherited the fine tradition of Chinese nation, absorbed the essence of western culture, and developed and perfected its own scientific system.

Fourth, the role of nurse etiquette

1, expression

Etiquette is a silent language in interpersonal communication in nursing work. The communication function of instrument and clothing is natural. Instruments are the first information to enter the other side's field of vision in nurse-patient communication. Patients often analyze and judge each other's mentality, emotions and intentions reflected in them according to nurses' etiquette and courtesy. So etiquette instrument is the first performance.

2. Practical functions

First of all, nurse's clothing is practical, easy to operate and beautiful. The nurse's dressing the is a symbol of occupation, and the hat is a symbol of nurses; At the same time, the neatness, smoothness and comfort of clothes can give people a good impression.

3, the role of behavior regulation

Nurse etiquette is a set of general behavior procedures formulated according to medical needs in medical nursing practice, which in turn regulates and restricts nurses' behavior. The etiquette of protecting soil not only embodies the external behavior rules of protecting death, but also regulates and standardizes nursing activities.

4. Establish an image role

Equipment decoration can give people with poor eyesight a plastic art, foster strengths and avoid weaknesses, and establish a good image: the image of a nurse is formed in the process of mutual contact between nurses and clients, and it is the overall image of nurses' connotation and external. The good image of nurses not only makes the hospital leave a deep impression on the public, but also is one of the key impressions of the overall image of the hospital. The etiquette image of nurses also affects the social evaluation of nurses' profession and their status in society. On the other hand, in the process of implementing etiquette, nurses also subtly shape their good temperament, sentiment, psychology, personality, consciousness and concept, and enhance their image.

5. The role of service art.

Nurse etiquette is an artistic problem of studying nursing service. As a social person, everyone has different rituals, cultures, religions, ethnic backgrounds and personal psychological characteristics. It is also a disease. Different clients have different nursing needs, but the measures to meet the nursing needs are different, and the nursing methods vary from person to person, which embodies the role of nursing service art and makes nursing technology more humanized with the help of nurse etiquette.

Five, clinical nursing etiquette problems

1, improper language

Hippocrates, a famous Greek doctor, once said: "Doctors have two things to treat diseases, one is medicine, and the other is language." In nursing work, good communication skills can get effective information from patients, and warm words can help patients get psychological support. At present, some nurses do not pay attention to language communication, which often leads to misunderstanding, resentment and even medical disputes between nurses and patients.

The meaning of (1) is unclear.

Nursing work is a rigorous work. When talking with patients, nurses should give full consideration to patients' cognitive level and acceptance ability, and communicate with patients in easy-to-understand language to be accurate.

(2) The tone is blunt

Nurses should use friendly language to make patients feel warm when communicating with patients, but at present, some nurses' language is extremely blunt.

2, the instrument is not beautiful

Instrument is the unity of appearance, dress and accomplishment, which not only represents a person's external image, but also reflects a person's internal temperament. Nurses are called "angels in white", which means that the society has a deep inherent impression on the appearance of nursing staff, and also has high requirements.

3. Indecent behavior

Nurses' etiquette is another important way of nurse-patient communication. Standardized nurse behavior and etiquette can make patients feel comfortable. Arbitrary, arbitrary and reckless behavior will affect patients' mood and treatment. This kind of behavior, experts call it nurse etiquette dislocation. For example, when some nurses examine patients,

4. Lack of enthusiasm

Some nurses are not smiling and full of energy when nursing patients, but keeping a straight face and nursing patients weakly. When patients ask about their illness, they don't answer patiently, but show boredom. Some nurses always look at patients with dismissive eyes or indifferent expressions, which makes some patients feel uncomfortable and then unwilling to cooperate with nurses, which affects the establishment of a good nurse-patient relationship.

Six, the cultivation of five kinds of consciousness of nurses:

1. Integrity consciousness

Honesty and credibility are a person's second life. It is the duty of every nurse to attach great importance to and cherish her good image and consciously create popularity, reputation and credibility for the hospital, which is also the foundation of being a man. Once a person has a credibility crisis and loses credibility, the bad influence will be hard to recover and intangible assets will be lost.

2. Communication awareness

Learning to communicate with patients, doctors, peers and leaders is a basic skill of nurses. Nurses are synonymous with kindness and should be compassionate. Fully communicate with patients, actively understand their pathogenesis, patients' ideas, demands, religious beliefs, positions and demands for health care knowledge, explain and answer questions in a targeted manner, and establish a good nurse-patient relationship. Exchange ideas in a consultative tone, draw closer to each other with honorifics, and treat others with sincerity and care.

3. Dedication consciousness

Nursing is a profession full of hardships, risks, crises and challenges. As a nurse, she has to bear various pressures such as age, physiology, family and life. She has to cope with all kinds of exams and accept all kinds of examinations. She often works overtime on holidays and seldom takes vacations. Some people in the society are not very familiar with this profession, and even discriminate against it. It means that you have to pay more for nursing than other industries.

4. Service consciousness

The job of a nurse is to take care of the sick and face the sick, physically and mentally haggard patients. Patients often have psychological changes such as fear, anxiety, paranoia and poor endurance, which requires nurses to try their best to understand patients' feelings about diseases and medical services and meet their needs for security. Some people have summed up the "three-hearted service", that is, warm pre-medical service (such as telephone consultation), patient medical service (such as observation and escort) and comfortable post-medical service (such as rehabilitation guidance).

5. Self-protection consciousness

Every activity of nursing work is not a simple process, it contains many complicated links, and a little negligence may lead to a big mistake. Therefore, as a nurse, we should seriously study the general rules of nursing errors, do a good job in prevention, operate according to the system and routine, respect patients' rights, protect patients' privacy, guard against errors and accidents, learn legal knowledge, form the habit of doing things according to the rules, and improve the awareness of protection.

Seven, the steps and implementation methods of nursing etiquette training

The purpose of nursing etiquette training in the whole hospital is to make nursing groups reach a higher level of etiquette service and shape nurses' good team image and professional image.

The first stage: general training for all staff in the hospital.

The past and training of all hospital staff is one of the key points to do a good job in nurse etiquette service. Establishing the image of "internal training and external training" is to carry out lasting universal education for all employees.

The second stage: point-to-point departmental training

In the form of point-to-point training, the nursing department conducts full-time centralized training for nursing backbones selected by various departments to cultivate a small demonstration teacher team with excellent basic skills in service etiquette, and then conducts training in all departments of the hospital in a point-to-point manner with small demonstration teachers as the backbone. According to the training plan of the nursing department, the head nurse of each department formulates the training content of the nursing staff in the whole hospital and issues the acceptance standard, and makes training arrangements for nurses on the job without omission.

The third stage: inspection and acceptance

The nursing department should organize the inspection and acceptance of the effect of cultivating students in this department. Theoretical and practical test scores are included in the total score of year-end departmental evaluation. The assessment methods can be diversified, focusing on clinical practice, on-site examination questions and scene demonstrations, and comprehensively scoring instrument dress, manners, language norms, service awareness, etc. Those who fail the exam should make up the exam.

The fourth stage: supervision and management

The supervision and management of professional etiquette service is an important basis to ensure the establishment of a good doctor-patient relationship, establish a good professional image of nurses, standardize the details of nursing services, and earnestly safeguard and respect the rights and interests of patients.

Eight, the intangible value of nurse etiquette

With the transformation of modern medical model and the development of nursing science, strict nursing management, perfect nursing procedures and strengthening nurses' high sense of responsibility are all indispensable promoting factors. However, among these factors, nurse etiquette has become an urgent problem in current nursing education, and it is the internal quality and soul of clinical nursing work.

Shaping the image of hospital nurses

First of all, modification

Nurses usually pay attention to their face, hair, eyes, ears, nose, mouth, arms and legs when grooming their appearance.

1. Face: Clean, hygienic and natural grooming is necessary.

2. Hair: It must be generous, clean and tidy, and it must not be worn at work. Hair should not be too fluffy, dandruff should not fall off, and hair color should not be too bright or strange;

Don't cover your eyebrows before short hair, not too much, but don't cover your ears at the back of the collar;

Long hair should be neatly combed and put behind the head, and the bun should be moderately high and put behind the head. The hairstyle is elegant and dignified, and you don't wear fancy and weird headdresses to show your enthusiasm for your career and respect for patients.

3, oral cavity: no strong odor. Sansan: Brush your teeth 3 times a day for 3 minutes each time; Four necessities: spare stockings, spare paper towels, spare refreshing liquid and necessary business cards.

4. Nails: Don't wear long nails or nail polish, and don't wear any missing jewelry, foot ornaments or earrings at work.

5. Eyes: clean and tidy eyebrows.

6. Nose and ears: Pay attention to the repair of nose hair and ear hair.

7, arms, hands: pay attention to cleaning, do not leave long nails, do not apply bright nail polish, armpit hair is not exposed, shoulders and arms are not exposed.

8, legs, feet: no toes in front, no heels in the back, don't go barefoot, men pay attention to leg hair. When wearing a skirt, the color of socks should be flesh-colored, and the skirt should be longer than the knee.

9, makeup: elegant, concise, moderate, solemn, avoid short.

Principle: it should be light during the day and thick at night; Work lightly and socialize strongly.

10, control abnormal sound: control various abnormal sounds in the body. Abnormal sounds recognized by all countries: eating, runny nose, intestinal peristalsis, exhaust, etc.

Second, dress etiquette.

TPO's dress code:

Dress should be coordinated with time.

Dress should be coordinated with the place.

Dress should be in harmony with the occasion.

Professional dress of nurses: Dress, work clothes, work pants and work shoes.

1. How to wear a nurse's hat: wear it straight and firmly, fix a hairpin at the back of the hat, and use a white hairpin.

2, nurse's clothing:

Clothing: When wearing work clothes, it should be kept clean, free from broken dirt and wrinkles, and the cuffs and corners of clothes should not be exposed. White trousers should not be too long, and the trousers should not be rolled up. Don't wear revealing clothes at work.

Wear: the name tag should be neatly worn, in a proper position, with no sundries in the pocket, no accessories outside the nurse's uniform, and casual clothes when going out.

3, the choice of nurses' shoes and socks: clean, wear light socks (flesh color or white) in harmony with the nurse's clothing, wear work skirts must be the same or similar to the skin color of flesh-colored stockings, socks and pants are not damaged. Wear nurse shoes, but don't wear high heels, flip-flops, pointed shoes and slippers.

4. Wear a nurse's watch: wear the left chest.

Third, etiquette and etiquette:

1, basic posture:

The head should be straight, the eyes should look straight ahead, the lips should be slightly closed, the face should smile and the jaw should be slightly closed; Chest, abdomen, chest, hips, waist, shoulders relaxed, slightly pressed down, trunk straight, body center of gravity between legs, to prevent the center of gravity from shifting; Shoulders naturally hang down on both sides of the body or overlap in front of the abdomen, and legs stand upright to keep the body upright; Knees and heels should be close together, and toes should be separated by 45-60 degrees, or the left foot is in front and the right foot is T-shaped; Don't look up and down, don't shake your body, don't put your hands around your waist, don't be frivolous, don't bend over.

2, posture:

(1) Basic walking posture:

Requirements: head straight, shoulders flat, chest out, hands swinging naturally, not running or rushing (except rescue).

Head straight: eyes straight, chin closed, natural expression.

Shoulder level: the shoulders are stable, the arms naturally swing back and forth, the swing range is 30-40 degrees, and the swing distance of the arms is no more than one punch from the legs.

Straight body: the upper body is straight, the abdomen is upright, and the center of gravity is slightly forward.

Walking in a straight line: the toes are slightly separated, the heels land first, and the walking trajectory is straight (that is, the model walks in one step).

Appropriate stride length: the landing distance of both feet should be one foot long.

Steady pace: the walking speed should be even and steady, neither fast nor slow.

(2) Change the walking posture:

Backward: Take two or three steps, keep a small stride, turn around first and then turn around.

Guide step: walk in front of the left side of the guided person, turn half, keep a distance of two steps, and extend your left hand to remind you when going up and down the stairs and turning in the door; Don't walk in an uncivilized way, such as staggering, hooking up and laughing. Pay attention to the dignified and natural walking posture.

3. Basic sitting posture:

The nurse should sit gracefully and dignified, with her upper body straight, her shoulders relaxed, her chin retracted, her neck straight and her waist standing, so that her back is at right angles to her hips and her knees are close together. Hands can be naturally placed on the knees or the armrests of the chair, crossed on one thigh, or placed in the middle above the legs.

When speaking, you can sit sideways, with your upper body and legs turned to one side at the same time, your knees together, your heels together, or your right foot can retreat half a step;

When sitting in a skirt, both hands and legs are parallel to the right at the same time at 45 degrees.

Note: the chair should not be too full. Generally, you should sit in front of 1/3 of the chair, and you should not lean back and forth on the chair. Don't lie prone on the table, cross your legs, take off your shoes and put your feet on the table or stool.

4. Basic squat posture:

The head, shoulders and upper body are required to be close together. From standing posture to leg bending, the height of the body drops.

5. The posture of the treatment tray:

Head, shoulders, upper body and legs are required to stand together. Hold the square board at 1|3 or 1|2 with both hands, with elbows at 90 degrees. Hands as close as possible to the waist, and the treatment plate is about 5 cm away from the front of the sternal stalk.

6. Take the medical record folder:

Head, shoulders, upper body and legs are required to stand together. Hold the medical record folder 1|3- 1|2 with your left hand, and gently hold the case folder in the lower right corner with your right hand.

7, push the treatment car posture:

The head, shoulders and upper body are required to be close together. Lean forward slightly. The treatment vehicle is about 30cm away from the front of the body. Hold the handrails on the left and right sides of the treatment vehicle with both hands. Elbows naturally relax and form an angle of about 135- 160. Push the treatment cart forward slightly to reduce the noise generated when implementing the treatment cart.

8. Picking posture:

The head is slightly lower, and the shoulders and upper body have standing requirements. Step back your right leg and squat down to pick up something. Nurses should not mop the floor, stand upright, and walk with their right legs.

9. Opening and closing postures:

The head, shoulders and upper body are required to be close together. Turn your body slightly, half facing the door, about 40 cm away from the door, gently hold the door handle with one hand and gently open and close the door with the other. If you carry things with your hands, open the door with your back, and close the door gently with your hands when entering and leaving the ward.

10, instruct patients:

When the two sides are side by side, it is left. In tandem, it should be located about 1 m in front of the patient's left.

1 1. Location when going up and down stairs:

Whether you go upstairs or downstairs, you should keep to the right.

12. Please sit down and come in and give some advice:

All medical staff should behave in a dignified manner and walk generously. In public places, you should avoid such behaviors as backslapping, fighting, eating and smoking while walking, picking your ears, picking your teeth, picking your nose, scratching your hair, and tidying up your clothes and hats. In the service, they should do: speak softly, walk softly, and close doors and windows lightly.

Fourth, service distance.

1, less than 0.5m, intimate distance

2, 0.5- 1.5m, service distance

3.1-3m, indicating the distance.

4. Left front 1.5m, leading distance

5, more than 3 meters, standby distance.

Five, expression specification-smile

Smile is the golden key to interpersonal communication. Angels in white's smile is a symbol of beauty and a manifestation of love. It gives patients hope and improves the relationship between colleagues and nurses. Patients can gain trust and see sincerity from nurses' smiles.

Among smiles, smiles are the most natural, generous, sincere and friendly. All nationalities in the world generally agree that smile is a basic smile or a conventional expression. In interpersonal communication, keeping smiling has at least the following functions:

(1) indicates a good mood. A peaceful and happy smile on your face shows that you are in a happy mood, full of satisfaction and optimistic and kind about life, so that talents will have the charm of attracting others.

(2) Performance is full of confidence. Smiling shows that you have full confidence in your ability. You can communicate with others in a supercilious manner, making people feel trusted and easily accepted by others.

(3) Show sincerity and friendliness. Smile reflects that a person's heart is open, kind and friendly, and treats others sincerely, not insincerely, which makes people naturally relax and unconsciously shorten their psychological distance.

(4) show professionalism. Keeping smiling at work shows that you love your job and are willing to do your duty. For example, in the service post, smiling can create a harmonious atmosphere, make the clients feel happy and warm, and give the recipients psychological and spiritual enjoyment.

Six, sound specification

1, Tone: Choose a high note when making sound, which is full of vitality and is conducive to volume control.

2. Volume: Adjust according to the patient's volume.

3. Tone: soft, soft, clear and natural.

4. Speech speed: moderate;

Seven, the basic language

1. When greeting patients, send greetings.

2. Send a farewell message when the customer leaves.

3. When walking in the outpatient hall of the hospital, make eye contact with the patient, and send greetings.

4, know the patient's last name:

5, when talking with patients, always use polite language.

IX. Terms of Service

1. Welcome: Welcome.

2. greetings: hello/good morning/happy holidays

3. Farewell: Goodbye/Please take care.

4. Ask: Is there anything that can help you/me explain to your satisfaction?

5. Apologize: I'm sorry/sorry/please forgive me.

Thank you: Thank you for your cooperation.

7. Conclusion: Please walk slowly.

Do seven sounds in nursing work:

Patients are greeted when they first arrive, and they are also greeted when they see a doctor.

There are apologies for operational errors and thanks for the patient's cooperation.

There is a voice of inquiry when seeing the patient, and a voice of greeting when answering the phone.

There was a noise when the patient left the hospital.

Taboo four languages:

Despise, fidget, deny, quarrel.

8. Language to be used:

Comfort, explanation, suggestion and protection.

9, scientific language to do six things:

It will be an honor for the patient to arrive.

Smile, water,

When the meal comes, so does the treatment.

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