Nurse Patient Communication Teaches You A Few Tricks.

According to the survey, 80% of the clinical nursing disputes were caused by poor communication or communication barriers. 30% of nurses did not know or did not fully know how to use different communication skills according to different emotions; 83.3% of nurses did not understand the way of communication; 33.3% of nurses thought that unreasonable demands for patients and their families should be ignored. A study found that 77.78% of patients wanted to talk to nurses 1 times a day. It is easy to see that the communication ability of the nurses is far from being compatible with the communication requirements of the two groups of data. Quite a few nurses lack the concept, knowledge and skills of communication. When interviewed by Hunan Cancer Hospital, the reporter found that the nursing staff of the hospital had compiled a medical education network for nurse patient communication skills. The biggest feature of this book is the extensive use of clinical living examples to explain nurse patient communication skills. Reporters extracted several "strokes", hoping to inspire nursing staff.

Language art of money raising

Dunning is a headache in clinical work. Patients are very sensitive to this kind of problem. If they do not speak well, they often get cold shoulder words from patients. Please compare the ways of payment for nurses and patients.

Nurse a asked: "Lao Li, take medicine, when to pay?"

Lao Li replied irritable, "I want to pay again. I handed it in a few days ago."

The nurse asked, "Lao Li, you need to use anti-inflammatory drugs today, and you can take the medicine back when you need 200 yuan. When will you pay the money?" I can wait for the rice pot! "

Lao Li said to himself, "Oh, OK, I'll pay it!"

Although it is unpleasant to urge money, if you work hard in tone and intonation, the effect will be better.

Persuasion skills

In clinical nursing, nurses often encounter patients who do not understand, do not cooperate or accept difficulties in examination, treatment, nursing, diet, rest and so on. Nurses often need to patiently explain and persuade them. How can we convince others? We should start with the following aspects.

1., from the interests of the other parties, to achieve the purpose of persuasion. Collection and arrangement of medical education network

When a tumor patient is undergoing radiotherapy, blood tests are taken once a week, and some patients refuse to check, mainly because they do not realize that the purpose of such monitoring is to protect themselves.

Once, nurse Xiao Liu went into the 4 bed room and said, "sister Wang, please draw blood!"

The patient refused: "no, I am too skinny, no blood, no smoking!"

Xiao Liu patiently explained: "blood is due to check the hematopoietic function of the bone marrow, for example, white blood cells, red blood cells, platelets, and so on, blood is too low, can not continue to do radiotherapy, people will be very uncomfortable, treatment will be interrupted!"

The patient is curious: "what is the reduction?"

Liu said, "if you lower the doctor, you will use drugs to make it rise, and you can still receive radiotherapy. You see, other sick friends have smoked! A little blood will not have any effect on you. "

The patient was persuaded: "OK!"

2. let the other person understand you.

When communicating, speak your mind and let the other person understand your behavior, so as to achieve the purpose of persuasion.

The patient's elder sister came to the office and asked the licensed sister to use her own microwave oven: "the head nurse, my sister is very poor, sometimes I want to eat some hot food, I bring the microwave oven, please allow it to use!"

The head nurse said, "I sympathize with your sister, but the wards are not allowed to use electrical appliances. You see, the microwave oven used in my office also needs an electrical license to use. So, your sister's food is hot enough to get in my office. "

The patient's elder sister: "I have already brought it, you allow it!"

Head nurse: "sorry, I can't violate the principle!"

The patient's elder sister: "I will trouble you!"

Head nurse: "it doesn't matter! It should be! "

Through communicating with the family members of the patients, the head nurse not only persuaded the other party to comply with the rules and regulations, but also solved the practical difficulties of the patients.

3. when considering persuasion, we should consider the self-esteem of the other person and not criticize at will.

Because of different angles of consideration, people will choose different behaviors to safeguard their rights and interests. In the process of persuasion, we must pay attention to the self-esteem of the other party and not criticize at will. If you can't do this! "How can you do this?" "Why don't you draw blood? You have more ideas! " These criticisms are easy to cause the opposite party's disgust, but fail to achieve their goals.

Traffic lights

In clinical work, the traffic lights often appear. Unfavorable communication is a red light in communication. When we encounter a red light, we can wait for the transition of the yellow light, leaving a chance to communicate again without having to put the communication to a deadlock.

Xiao Wang just arrived at the nursing station with his treatment tray, and just saw a patient with a trachea cannula painting on the prescription of the hospital (a prescription for psychotropic substances). Because of the sense of responsibility for prescription management, Wang did not have time to explain to the patient in detail, and hurriedly removed the prescription from the patient. As a result, the patient did not understand, excited, noisy, and even used words to insult Xiao Wang.

Xiao Li, an experienced nursing worker, hurriedly pushed Xiao Wang away, and patiently and politely appease, "sorry, please don't worry. If you have any problems, we will try our best to help solve them." The patient was obviously irritated: "the prescription was not taken by myself. It was a doctor who gave a few copies when he asked for something. What does it matter if I write with it?"

Xiao Li took the patient to the consultation room and signaled to the patient to sit down: "I understand your feelings very well." After a slight pause, the patient was quiet, and continued, "but you may not know that the hospital has strict management requirements for the use of the prescription, especially the precise prescription, which can not be used for other purposes."

The patient began to whisper: "I can't speak after the operation now, but I can only write, and the old writing board is too big to carry with me."

Xiao Li immediately realized that nurse Xiao Wang was not explaining enough when he took the prescription.
What is the need to use the prescription privately, and quickly take the answer: "it is our work is not meticulous, did not take into account your difficulties, please forgive me. Now, I'll get you a copy of our homemade little book for you to use at any time. " Then I went to the nurse's office to get a little book for patients to write and exchange.

The patient (emotional improvement): "thank you for helping me solve the practical problems. I had a bad attitude just now, and I said something that should not be said. I hope you will not mind it."

Xiao Li smiled and said, "it doesn't matter. As long as you are satisfied, we feel relieved. If you have any difficulties, please feel free to contact us. We will try our best to help you.

Patient: "good! Thank you again. "

As described in the above situation: Patients with tracheostomy surgery, temporary communication barriers, nurse Xiao Wang, although from a management point of view, the patient's private hospital prescription to stop and recover. However, Xiao Wang did not empathy, care and respect for the feelings of patients, did not do a good job of interpretation, so that communication into a red light embarrassment. Xiao Li, a nurse, understands the principle of traffic lights and pushes Xiao Wang aside, so that communication can win a turning point. Meanwhile, Xiao Li, standing in the position of understanding and understanding of patients, solved the problems that nurse Xiao Wang did not find in time, so that patients could feel the understanding and sympathy and resolve the contradiction between nurses and patients.

Of course, in nursing work, sometimes there will be patients who are lacking in self-cultivation. When unreasonable demands are not reached, they will abuse nurses and even hurt words. Therefore, when it is not understood or misunderstood, nurses should use reason to control their bad emotions. In line with the principle of no harm, fairness and benefit to others, we should do a good job of explaining patiently and meticulously, genuinely care for patients and believe that they will eventually get the understanding of patients.

Learn to give patients an apple.

A sudden desert storm made a traveler lose his way. What is even more frightening is that travellers' water and dry food backpacks have been swept away by the storm. He ransacked all his pockets and found a green apple. "Ah, I have another apple!" The traveller cried in surprise. He grasped the apple tightly and found his way alone in the desert.

Whenever he was thirsty, hungry and tired, he would have to look at the apples in his hands and sip his dry lips, which would add a lot of strength. One day passed, two days passed, and third days later, the traveler finally walked out of the desert. The green apple that he had never chewed before was dried up, but he kept holding his baby in his hand.

In the deep admiration of travelers, people can not help but wonder: a seemingly insignificant green apple, there will be such an incredible magic power!

Nurses should learn to give the patients the opportunity to give them a belief apple, such as the new progress of disease treatment, the love and care of their loved ones, the unfinished career of the patients, and so on, the distance from the patients will be virtually reduced.

Appropriate use of psychological suggestion

Hint is a kind of non drug therapeutic effect of language and implied meaning creation. It is one of the methods of psychotherapy. Sometimes hints can bring better results than drugs. In nurse patient communication, there are many ways to use hints to help nurses and patients build bridges.

Hu man, male, aged 49, was admitted to hospital for diagnosis: advanced liver cancer with bone metastases, systemic pain, intramuscular injection of strong pain, analgesic effect, the effect was not obvious, the doctor ordered intramuscular saline two ml.

Nurse Ma Mou: "is Mr. Hu better?"

Mr. Hu: "Oh, it hurts me to death."

Nurse MA (firm)