Three Experiences of Outpatient Nurses' Work

# Experience # Introduction Outpatient doctors can give patients symptomatic treatment. If the outpatient doctor has doubts about the patient's condition, or is diagnosed as serious or urgent, the patient will be admitted to the inpatient ward for further examination or surgery or related treatment in the hospital. The following is the test network.

Work experience of outpatient nurses 1

At 7: 40 every morning, stand at the guidance desk on time, wipe the table, put photos of the robes of visiting doctors and nurses, organize medical records, prepare for outpatient registration, stand with a smile, greet patients' consultation, and register and fill in medical records. This is basically the daily work flow of guidance, which seems simple and monotonous. But with my gradual understanding and personal experience of the guidance work, I feel the importance and key of the guidance work more and more, and I gradually have some experience.

I made a big mistake when I went to see the doctor on Thursday. I've been thinking about it for days. Early in the morning, someone came to consult and register as a quasi-molecule. I introduced the operation and preferential policies of our hospital to him. Later, they asked me, "Is xxx hospital one?" I didn't think much. Honestly, not one. Later, they showed me a coupon for xx. What I thought at that time was that they had an appointment with xx, and the ancients were still standing in the market with faith, so they kindly pointed out the way to xx. I didn't realize at all that I was making a mistake. It was not until the end of work that the director asked who was attending the consultation that I realized that I had made a mistake. The patient I pointed out this morning had an appointment with our hospital, but I pointed out that I made a mistake. I have been reflecting these days, and the acting director didn't criticize me. He kindly said that I was too sincere, but I felt that I was too stupid, too rigid, or my working ability was not enough. At that time, I only thought about honesty at work, but honesty was also principled. If I had left them in our hospital, we would have given them more advanced technology and better service. Everything should be patient-centered, which is the focus of our work! This not only serves the patients, but also takes care of the interests of the hospital, so that the preliminary work of our marketing department has not been in vain.

From the above example, I want to thank the leaders for their generosity in dereliction of duty, and more importantly, I want to learn from them. In the future, we should be enthusiastic and flexible in guiding work, constantly improve our experience and really do a good job in guiding work!

Experience of outpatient nurses II.

Over the past year, under the correct leadership of the hospital leaders and the nursing department, the guidance and consultation department has closely focused on patients and adhered to the people-oriented principle, pushing the guidance and consultation work to a new level. The guidance work is summarized as follows:

Guidance work includes consultation, accompanying consultation, sending consultation, communication and coordination, assisting in rescuing critically ill patients, providing boiled water, distributing disposable water cups, examining patients with mobility difficulties and hospitalization, providing wheelchairs and bicycles free of charge, and distributing various newspapers, health education publicity materials and department profiles; The information desk is also equipped with needle and thread, scissors and other convenient service measures. These things are very inconspicuous, but if they are done well, they can provide great convenience for patients, make them feel happy and gratified, and then increase their goodwill and trust in the hospital. If it is not done well, it will affect patients' evaluation of the hospital and destroy the overall service image of the hospital.

After working for a long time, some people will disdain the consulting work, thinking that it has neither technical content nor economic benefits, and it is trivial and hard. Without a strong sense of professionalism and responsibility, the passion of consultants can easily be spent on trivial things day after day, and passion is the most valuable service trait. Losing passion in service is like losing one's soul.

First of all, establish new concepts and improve the professional responsibility of tour guides.

1, serving patients well means knowing the hospital environment and related matters. Consultants are the "green card" of patients, and we are the receptionists when patients come to see a doctor. Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Patients are not satisfied with the services of other departments. We are coordinators, and our ultimate goal is to do everything possible to meet the needs of patients. Open patients' hearts with sincere dedication and sincere service and win their trust.

2. To serve patients well, it is necessary to be a hospital "walking dictionary" that patients can't get into the exam. As the first stop of hospital service, I have to contact people of different ages and personalities every day. How to make these people with different needs hope to come and return with satisfaction is a test of the knowledge, wisdom and communication skills of the guides. They should not only be familiar with the environmental characteristics, technology and equipment strength of the hospital, but also be familiar with the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department. We even need to know the medical characteristics of other hospitals. When we meet the needs of patients through appropriate speech and extensive knowledge, we win the trust and recognition of patients in a very short time. It builds a bridge between patients and hospitals.

Second, through various trainings, the overall quality of consultants has been improved.

The key to improving service quality lies in the improvement of service personnel's quality, but it will not happen overnight. In particular, we are faced with a newly recruited tour guide who knows nothing about the hospital, so that she can never be familiar with the environment, master certain theoretical knowledge and professional skills, and improve the quality of the tour guide by formulating relevant responsibilities, systems, codes of conduct, professional training and etiquette training, so that the tour guide can have a high professional quality. The guidance work, like other nursing work, should not be underestimated, and it is the window to reflect the quality service of the hospital. Only by understanding from this height can we actively and enthusiastically help patients who come to see a doctor.

Thirdly, the implementation of the new standards has improved the work quality and efficiency of tour guides.

Due to the lack of clear objectives in the guidance work, it is difficult to evaluate the service quality with data and it is also difficult to quantify it. Up to now, there is no special institution or course to train instructors, which is different from the training of medical nursing knowledge. In order to improve the work quality and efficiency of instructors, hospital leaders invited teachers from Lixin Company to guide the work, and planned the responsibilities, system, workflow, training plan and assessment standards of the instructors. In order to improve the work enthusiasm of consultants, break the state of doing too much and doing too little, doing well and doing poorly, a job incentive plan based on improving job responsibilities and service processes is formulated, which is linked to salary.

Fourth, scientifically manage the outpatient area and create an orderly medical environment.

Outpatients are eager to seek medical treatment, which often leads to unnecessary crowding and quarrels. If it is not handled properly, it will lead to confusion. Reading guidance nurses should be compassionate, treat patients as their friends and relatives, understand and understand the pain and troubles caused by diseases, grasp patients' mentality and various needs in time, and patiently answer their questions. At the same time, we should keep a cool head, calm patients' impatience, do a good job of persuasion, seek medical treatment in an orderly manner, and maintain the order of outpatient service.

In addition, the guiding nurse is responsible for keeping the outpatient environment clean. For example, when she sees patients and their families smoking or littering everywhere, she can boldly and politely correct them, so that every patient can consciously abide by the relevant rules and regulations of the hospital and create a quiet, orderly and clean medical environment.

In a word, "guiding diagnosis" seems to be a relatively easy job, but it is not easy to be an excellent guide. You should not only pay attention to the correct appearance, but also keep a positive mood at all times and know some communication skills and simple medical knowledge. More importantly, you should have a high degree of sympathy, think about the patient's thoughts, be anxious about the patient's urgency, understand the patient, and devote yourself wholeheartedly to your work. Through the morning meeting time every day, all the consultants are trained, with good praise and wrong criticism, and continuous improvement is made in view of the shortcomings in the work, so that the consultation work can be improved, the practical difficulties can be truly solved for patients, and the social and economic benefits of the hospital can be positively promoted.

Work experience of outpatient nurses 3

The position of nurse is sacred and lofty. When you perform your duties in a white coat, you must devote yourself to your work, so that you can do everything well. Pay attention not only to work efficiency, but also to work quality and work effect.

In my opinion, it seems easy to be a nurse, but in fact it is not easy to do it well. This work has its own responsibilities and internal standards. Due to age, filial piety, work experience, work attitude, personal personality and other factors, all nurses can complete tasks within the scope of duties and work standards, but the efficiency and quality are very different, and there is no top standard of high efficiency and high quality.

Some nurses have completed the hardware work (such as taking temperature, giving injections, distributing medicines, etc.). ) Then rest in the office. Some nurses do a lot of software work besides hardware work (such as giving patients more spiritual things of truth, goodness and beauty). "Hard" has scope and scale, while "soft" is not mandatory.

Then, how can nurses perform their duties efficiently, with high quality, creatively, achieve work results, reassure patients, and actively cooperate with hospital treatment? Although there is no uniform format, there are rules to follow. Through this study of medical ethics, I began to think about the promotion of the establishment of nurses' post consciousness to improve work efficiency and quality!

1, sense of responsibility

Responsibility is the premise of doing a good job. The word "heart" of "sense of responsibility" has long been called thought and spirit by ancient Chinese philosophers, that is, "consciousness" in a broad philosophical category today, which is different from "heart" in a certain part of the body in medicine.

The "heart" (sense of responsibility) in the work is in place, that is, holding a heart, doing it attentively in class, and not being selfish after class, in order to do a good job in nursing. As a young nurse, sometimes she is "willing but unable" to the job she just took over, but as long as she has this heart, I believe she will be qualified for this job as soon as possible. If there is no sense of responsibility, neither new nor old nurses will do a good job in nursing.

There is a causal relationship between things, that is, there is a causal relationship, and nursing work also has a causal side. Work is done by people, and nurses must have a good mental state and correct consciousness to guide them to perform their duties if they want to achieve good results or even effects. A good beginning will lead to a good result. Some things are wrong, but not universal.

Nurses should not be careless in their work. "A tiny difference, a thousand miles away", a beating will not be right. Strengthening the sense of responsibility is a good motivation and a starting point.

Of course, there will be times when you do something wrong with good intentions at work, which is within the normal range. There is no problem with the world outlook and correct consciousness, but there are mistakes in the process of transforming the world outlook into a square, or in the operation of the method.

"Doing bad things with good intentions" is a matter of method, not ideology. The method problem is very complicated and special. For nurses, nursing work has professional level, experience, patient cooperation and other obstacles. , making the method invalid or not in place. These are external reasons, which are caused objectively, not subjectively. This kind of "mistake" can be easily prevented and overcome.

If you make a mistake that you shouldn't make because of your weak sense of responsibility, the nature will change, and it will not fall within the normal scope. You can't use "mistakes" to block the pond, and you must investigate its responsibility. Therefore, the sense of responsibility is not dispensable for nurses, and it must be cultivated by self-cultivation.

The sense of responsibility is closely related to the requirements of job responsibilities, and sometimes it can be combined into one, but the difference is obvious. The former belongs to self-cognition, self-requirement, emphasizes personal internal control and has a soft side; The latter is an external law, which is mandatory and hard. "Hardness" is the duty and standard of work, and "softness" is the soul of personal work. "Hardness" is like bone and "softness" is like meat.

2. Equality consciousness

It is essential for nurses to strengthen their sense of responsibility, but it is not enough to have a sense of responsibility. On the basis of the sense of responsibility, we should work creatively around it. This "enlargement" means that the unilateral efforts and wishful work of nurses have become the mutual cooperation and coordination between nurses and patients. The initiative and choice of close cooperation between nurses and patients lies with nurses.

How do nurses adapt, cater to and get the support of patients? It is the key to establish the sense of equality, that is, nurses should adopt the concept of equality in treating patients, not only treat all patients as a bowl of water, but also always get along with patients on an equal footing, and nurses should not feel condescending.

In the ward, nurses are relatively fixed, patients are mobile, and the choice of hospitalization is in the hands of patients. If the nurse is compared to the master, then the patient can be compared to the guest. The nurse-patient relationship should be "patience and diligence".

How does the host receive the guests for their convenience? First of all, we should respect patients, attach importance to each other's existence, treat every patient with the same enthusiasm as guests, and strive to make patients feel the enthusiasm, easygoing and thoughtful of their hosts. To achieve this, it is mainly reflected in the service attitude of nurses, and it is necessary to "speak lightly, walk lightly and operate lightly".

The working object of nurses is living life, and the sense of equality should also include respect for life. Patients and healthy people are different in physiology, but equal in personality.

If nurses establish this awareness in their minds, their attitude towards patients will not be condescending, but they will speak kindly, do things lightly and be sensitive. However, sometimes it happens that when a nurse speaks kindly to a patient, she will repay or ignore them with harsh words. Phenomenologically, equality is not bought with equality. What is the reason? Obviously this is because the patient's psychological state has changed.

When people are disturbed by diseases, the normal tissues and cells of the body are destroyed, which affects people's normal activities and disrupts the law of life for many years, resulting in irritability. At this time, patients may be immersed in pain and trouble, so they will not give due attention and reward to the nurse's kind words.

If we can think that our nurse will behave in this way when she encounters unpleasant things, maybe even worse than his performance, then we can understand. This requires nurses to have equal consciousness, compassion and tolerance.

At present, the main reason why patients complain about our nurses in the news media is attitude, accounting for more than 85%. It shows that patients are very concerned about nurses' attitude, and it also shows that nurses' attitude plays an important role in the development and prognosis of patients' illness.