Model essay on the experience of medical quality service

High-quality medical service is an inevitable requirement for the sustainable development of hospitals. Only when medical services are well guaranteed, patients will feel at home in the hospital and will continue to develop. The following is a "model essay on the experience of medical quality service" compiled by me for your reference only. Welcome to read it. Experience of high-quality medical service Fan Wenyi

Building a high-quality service culture is the basic work to improve the quality of medical service and correct hospital medical ethics. It has the functions and functions of encouragement, cohesion and restraint. The construction of hospital service culture is an important part of promoting hospital culture, strengthening medical service quality, developing service economy and service strategy, and ensuring hospital survival and development. As an ordinary doctor, I think we should start from the following aspects:

1. Create a sincere caring service environment and treat patients as their relatives. Let patients have trust and satisfaction with the hospital. In the family-friendly service, medical staff are required to put themselves in other's shoes, observe their own responsibilities, explore the role of family-friendly service, and treat patients as "acquaintances" and "relatives" to understand and respect them. Care for patients, take the initiative to care for and solve patients' life needs and difficulties. When communicating with patients, they are kind and considerate, and constantly give psychological support and comfort. Let patients feel the warmth of family, and give patients a feeling that they are not relatives but relatives. The organic integration of culture and medical work has been affirmed by the majority of patients.

2, strengthen education and training, through the creation of hospital quality service activities, so that responsibility, honor, kindness, deeply rooted in the hearts of the people, stimulate the enthusiasm of employees. Improve the medical staff's character and demeanor, gather everyone's enthusiasm, and go up and down Qi Xin. At the same time, let everyone feel the care and cooperation spirit of the hospital. Enhance team spirit and overall concept. Form a hospital quality service cultural model that loves my work, pursues health and respects life. And through various forms of education, all staff should establish the sense of responsibility of "the hospital is my home, I am a hospital person, the hospital depends on me for development, and I depend on the hospital for survival". Experience the concept of mutual trust in life.

3. Learn business intensively and enrich yourself. Improve medical quality, establish and improve medical quality management network, strengthen the responsibility system of doctors at all levels, and prevent and eliminate medical accidents or major medical errors.

4. build a high-quality service culture, which fully embodies the caring, caring and careful atmosphere of high-quality service culture. As a doctor, we should constantly attach importance to and strengthen the construction of hospital quality service culture, and truly realize the goal of improving economic and social benefits at the same time. It is also the need for hospitals to survive and develop in the increasingly competitive medical market, so that hospitals will always be invincible in the fierce medical market competition. In short, do a good job in medical work seriously and responsibly.

"Saving lives and saving lives" is the duty of doctors and an integral part of social civilization. The progress of medical work plays an irreplaceable role in social development. To this end, I hold the spirit of being responsible for patients, actively do all the work, warmly receive every patient, persist in giving my work to the society, give my love to patients, and give my whole life to the medical cause. Experience of high-quality medical service Fan Wener

As we all know, language is a tool to exchange feelings, and language is an important weapon for people to communicate with each other in our lives. From the day he was born, a person began to communicate with people by crying, to eat and drink by crying, and to tell people that he was uncomfortable. This is body language. As he grows older, he can talk, make gestures, wink, nod and shake his head, and so on, so there are speaking languages (that is, words or spoken languages), body language and body language; Even the deaf and dumb still have sign language, so people can't live without language. With the growth of age and knowledge, people begin to use language skillfully, which is language skills.

Then, as head nurses and nurses, we must use language as a weapon to communicate. In specific work, we mainly communicate with department directors, doctors, fellow nurses, leaders at all levels, comrades in various departments, strangers, and more importantly, we must communicate with patients anytime and anywhere. So how can we communicate well and how can we communicate well with patients? This is the main content of this paper.

1. Warm and sincere language is the basic need to establish a good nurse-patient relationship and the premise of communication. To establish a good nurse-patient relationship, it is necessary to gain the trust of patients, especially when they are admitted to hospital. When the patient was newly admitted to the hospital, he was unfamiliar with the ward environment, and with the torture of the disease, he was very worried, painful, impatient and even afraid. Therefore, we should use comforting language to warmly receive patients and introduce the hospitalization environment and roommates in detail (I think this link is very good, it can make patients feel like being hospitalized. Even my roommate's disease will help us to do some work), and make clear the discomfort caused by the environment as soon as possible. If you have shown from the language that you are amiable, respect and care for the patient, and the operation is accurate, the patient will have a sense of security, intimacy and trust, so you will have more trust in yourself, which will inevitably increase your trust in doctors and hospitals, thus establishing confidence and hope to overcome the disease and strive for an early recovery.

2. Answering patients' questions patiently and to the point, and helping patients understand the disease correctly, is the key to skillfully using language to communicate. After admission, patients have various questions about diseases, drugs and life. In this regard, nursing staff should be patient, and the explanation must be clearly explained; If confidentiality is necessary, give the patient an acceptable answer. For example: hypertension, if patients can understand some common sense of its occurrence, development and prognosis, and actively cooperate with treatment, they can achieve satisfactory curative effect. Such as sexually transmitted diseases and cancer, we must do a good job of confidentiality and respect the personality and privacy of patients. If we don't explain it properly, give the patient a specious impression and make the patient have unnecessary associations, which is not conducive to treatment and even leads to iatrogenic diseases. Therefore, our communication with patients should be easy to understand and carefully considered from the principle of psychotherapy.

3. Careful observation and serious heart-to-heart talk are conducive to understanding and mastering the patient's ideological trends, and clever use of language is an important guarantee for effective communication. Effective communication is very important. Generally speaking, every patient has his own special personality characteristics and ideological activities. Nurses should often patrol wards, care for patients, have heart-to-heart talks with patients, go deep into patients' inner world, and fully understand their condition, so as to be targeted, and what they say when communicating with patients will have skills, strength and weight, so as to achieve the purpose of rapid and effective communication.

4. Learn to communicate with patients with silent language skills: it is especially suitable for critically ill patients, postoperative patients and patients with tracheotomy or ventilator. A look and a gesture have a kind soothing effect on patients, which makes them in the best state of receiving treatment and nursing. Silent language may be difficult for young nurses, especially introverted nurses, to use. Even if it is barely achieved, her facial expressions, movements, eyes, tones and tone are mechanical and inflexible. There is little emotional communication with patients, they can't help patients psychologically, and they lack self-confidence. These young nurses don't want to do well, but they are temporarily incapable and inexperienced. In this respect, young nurses should learn more from old nurses and head nurses. Then there are also some nurses who have insufficient awareness of active service, can't truly understand and predict the needs of patients in advance, and can't effectively alleviate the pain of patients; I think that the patient wants something from you, does not put the patient in an equal position, and is expressionless and indifferent when doing nursing work. There is neither verbal communication nor verbal communication, so it is far from the patient emotionally. It is not appreciated and liked by patients, which is not desirable. Nurses and sisters who have this idea must pay attention, otherwise it will easily lead to problems and complaints.

people often say that times have changed. That's true. It's not the 198s now. There are more famous hospitals, more famous doctors and more famous medical equipment, and so on, which leads to fierce competition in the medical market. You know: patients are our parents! Imagine how we can survive without patients, and why our hospital has engaged in quality service in recent years, and it has become more and more fierce; Why didn't we do this in the 198s? Because we didn't need it then. It can be said that quality service is the product of the times and there is no end to it. On X, this year, our xx Group held a promotion meeting: "Building service advantages and creating a civilized industry demonstration window". The theme of the meeting is: standardize the six contents of service, namely, standardize the service concept, standardize the service language, standardize the service behavior, standardize the service process, standardize the service environment and standardize the service supervision. At the same time of standardizing services, this paper puts forward five contents of establishing "Honest Hospital", namely, honesty diagnosis and treatment, honesty medication, honesty charge, honesty service and honesty medical practice. Through these five contents, we strive to solve the problem of difficult and expensive medical treatment for patients. It can be seen from this that we must fundamentally change our concepts and have no other choice. This not only protects ourselves, but also wins the market for the hospital. The better the business of the hospital, the greater our personal living space. Why not do this win-win approach? Experience of high-quality medical service Fan Wensan

In order to deepen the service concept of "patient-centered", strengthen basic nursing and improve nursing quality, the Ministry of Health took the lead in proposing the "Demonstration Project of High-quality Nursing Service" with the theme of "Consolidating Basic Nursing and Providing High-quality Nursing Service". As the first batch of demonstration wards in the whole hospital, our obstetrics and gynecology inpatient department naturally felt a lot!

As practitioners of high-quality nursing service demonstration wards, we have always followed the principle of "three good and one satisfaction", that is, the purpose of "good service, good quality, good medical ethics and satisfying the masses", and made a new interpretation of our "simple but extraordinary" nursing work.

through the development of high-quality nursing service, the quality of nursing has been obviously improved. First of all, the responsibility system is implemented for quality nursing, and the team leader is responsible for the overall work of this group. All general nurses enter the responsibility group, so that everyone has responsibilities and everyone has a division of labor, turning passivity into initiative and listing at the door to make patients more familiar with the responsible nurses and bed nurses. Through the head nurse's reasonable adjustment of nursing staff and everyone's active participation, our nursing staff strengthened the patrol of patients, actively infused, changed fluids and added drugs, which significantly reduced the phenomenon of calling the bell, and kept abreast of patients' needs and illness changes during the patrol room, and timely treatment increased patients' sense of security. At the same time, it also reduced the burden of accompanying patients and kept the ward quiet and orderly. Nurses constantly patrol wards and actively provide nursing services, and their nursing satisfaction has been greatly improved. Nurses can not only find out the changes of illness in time, but also have the effect of psychological comfort in the process of taking care of patients' diet and daily life through their own professional knowledge. Therefore, the number of accompanying staff is reduced and the nursing quality is improved.

Health education runs through quality nursing service. While providing quality services, we have formulated health education according to the characteristics of our college. Health education runs through it from the warm reception at the time of admission to the matters needing attention in hospital, the hospital environment, the explanation of disease-related knowledge at the time of hospitalization, and the discharge guidance at the time of discharge. We have made some simple publicity materials for health education of diseases for the convenience of nurses' education and for patients to borrow, so as to make health education implemented. Health education has greatly improved patients' overall impression of the hospital and the relationship between doctors and patients.

We should always be optimistic at work, such as a smile and a greeting of "What can I do for you?", which can help patients to eliminate their strangeness to the environment and fear of the hospital. When admitted to hospital, give the patient a comforting smile, let the patient eliminate the fear of the disease and establish confidence in himself; When making rounds, smiling faces are at the patient's bedside, greeting with concern, listening quietly and answering every question seriously; When doing treatment, encourage patients to get out of pain; When the patient recovered and was discharged from the hospital, he was rewarded with gratifying wishes.

Since the implementation of the high-quality nursing demonstration ward, I feel that every nurse in the department is more intimate and warm, and she is more diligent in going to the ward, and she can grasp the patient's condition changes and life needs at the first time, and has formed a better team culture and working atmosphere. Nursing service is more standardized, and you will feel little by little changes when you walk into the ward: nurses are full of energy and smiling; The patient feels the nurse's concern at any time.

We need to continue to work hard, actively participate, be sincere and try our best to bring the best service to every patient! Experience of high-quality medical service Fan Wensi

Since X this year, the ENT ward of our hospital has been identified as the first batch of "high-quality service nursing demonstration wards" in our hospital. Under the leadership of our department director and head nurse, all nurses keep in mind the service tenet of "patient-centered", strengthen basic nursing and life nursing, actively explore from the aspects of reducing liquid call, six-heart service and special service for unaccompanied patients, and solidly promote the work of high-quality nursing service.

during this period, as a nurse in the department, I have many feelings: our department attaches great importance to quality service activities from the department director to the head nurse to all medical workers and nursing staff, and we are very proud to be the first batch of pilot wards for quality service in the hospital. At the same time, we also feel that this pressure has promoted and encouraged our work. All the staff actively participated in it, and the director of the department and the head nurse organized all the staff in the department to carry out the speech activity "If I were a patient". Through this activity, my greatest feeling is that we must treat patients as our relatives or friends and treat them sincerely with our sincerity, which is also the premise for us to provide quality services. Only by caring for each other and treating them sincerely can we build a harmonious doctor-patient relationship!

our department is constantly exploring and practicing in the work, aiming at high-quality service, strengthening basic nursing and life nursing, starting from every little thing and every detail, and sincerely hoping that our efforts can bring help to patients. Each of our nurses goes to work half an hour earlier and leaves work one hour later, actively and enthusiastically helping patients to open water and make meals, make up bed units, comb their hair and cut their nails, oral care, etc., and we have also posted eye-catching humanization on the corridor wall.

during the activity, our department launched a highlight: reducing the phenomenon of liquid calling. Through the head nurse's reasonable arrangement and adjustment of nursing staff's work and everyone's active participation, we strengthened the liquid patrol for infusion patients, taking the initiative to infusion, taking the liquid and adding the liquid. Since the work started, the phenomenon of liquid calling has been obviously reduced, and we have to maintain and continue our efforts!

"Love, patience, carefulness, responsibility, sincerity and enthusiasm" is another theme launched by our department since the launch of quality service. We should apply these six hearts to our work, and use our "six-heart service" to every patient to make them feel as warm and warm as at home in the hospital. The staff here are their family and friends, and we will communicate with them sincerely with a beautiful smile.