A speech can be classified according to its purpose and nature, which is an important preparation for a speech. In the ever-changing modern society, there are more and more things that need to use speeches, so the question is coming. How should we write an appropriate speech? The following is the moving service speech I collected for you. Welcome to share it.

It's a great honor to stand here and share my working experience with you. I have been in the Armed Police General Hospital for five years, and I have learned a lot and learned a lot during my five-year nursing career. From the day we entered the hospital, the hospital instilled in us that we should pay attention to the quality of service and improve patient satisfaction. From satisfactory service to the extension of touching service consciousness, this kind of service consciousness has been naturally imprinted in my heart, but how to integrate touching service into our daily nursing work is a process I have been learning.

I work in the First Branch of South China University. Most of the clients of our department are heads above the military level. Because of the different environment and knowledge level, the heads have higher expectations for touching service, which is also a great test for our work. The director often teaches us a sentence: "We must learn to be careful in our work, so that we can do our work well". Personally, I think that touching service is to provide personalized service for every patient. Touching patients is to care from the heart and truly realize: listening attentively, patiently answering, careful nursing, careful care, enthusiastic service and heartfelt blessing.

First of all, we should enhance our service awareness. Attitude determines everything, and details determine success or failure. Whether a person's attitude towards work is positive or negative directly affects the quality of nursing service. We should enhance our service awareness, improve our service attitude and advocate active service. Changing "passive service" into "active service" is the change from "asking me to serve" to "I want to serve". Pay attention to the "three before services". Nurses should walk before patients call, think before patients need it, and do it before patients speak. For example, actively communicate with patients in practical work, understand the needs of patients in time, and then try to meet the needs of patients.

Secondly, improving one's professional level, including theoretical knowledge and clinical skills, and skilled nursing techniques are important links to gain the trust of patients and establish the nurse-patient relationship. If there is no excellent technology, no matter how good the attitude is, patients will be questioned and dissatisfied with us. Therefore, technology is the cornerstone of nursing service quality. Skilled operation technology can easily make patients trust, on the contrary, it can easily cause patients' dissatisfaction with nurses. For example, at work, patients will encounter secondary pain due to the failure to hit the nail on the head during infusion, which directly leads to patients' dissatisfaction with the quality of nursing. When health education is given to patients, patients will ask many questions. Only when they have a solid theoretical foundation can they correctly answer the answers that patients want to know, and nurses can fully get the affirmation of patients. These are the prerequisites for patients' satisfaction.

service should also reflect artistry, that is, effectively communicate with patients. Communication is to build a bridge for patients' satisfaction, and it is the basis for all kinds of nursing work. We should establish a more harmonious nurse-patient relationship with patients through communication and provide better, warm and personalized services for patients. Language, the main way of communication, is a tool for human beings to exchange thoughts and feelings, and it is a comprehensive embodiment of a person's thoughts, feelings, abilities, love and other qualities. Nurses serve patients, and spend a lot of time dealing with people in nursing work. The language communication of nurses is more important than that of other professions. Whether it is hospital introduction, psychological care, health guidance, etc., nurses must communicate with patients in language first. According to different objects and different psychological characteristics, give patients relevant health care knowledge such as enlightenment, enlightenment and publicity, relieve patients' ideological worries and burdens, and obtain good cooperation. As the saying goes, "Words speak from the heart." Nurses' good wishes, sincere care and beautiful hearts should be expressed through language. As the saying goes, "A kind word warms three winters, but a bad word hurts.

cold in June ". Nurses' beautiful language can make patients feel warm, increase their confidence and strength in overcoming diseases, and produce effects that drugs can't play.

I am also constantly learning and accumulating. I am not good enough in moving service at work. I just exchange and study with you, hoping to learn from better methods, improve patients' affirmation and satisfaction with nursing service, and extend to the ultimate service. I mainly attend the duty class, which is the shift that directly contacts with patients. It plays a leading role from the admission of patients to the discharge of patients. From the treatment of patients to the health education of patients, it must be completed by the duty class. If the work of the duty class is not done well, it will directly affect the satisfaction of the department, with great responsibility and relatively great pressure. How can we satisfy every patient? Because each patient's requirements and attitudes are different, it may be impossible to apply the same method to another patient. In the usual nursing work, I learned to observe the patient's words and deeds, be good at feeling and identifying, so as to capture the patient's service needs, so as to formulate individualized services according to different patients. When communicating with patients in rounds, I often ask patients "Are there any dissatisfaction with our work?" "What's wrong with what we have done?" . Really understand the patient's inner needs and thoughts, and then summarize and correct them. Start from the place where patients are satisfied, start from the place where patients are dissatisfied, and pay attention to collecting patients' opinions.

Patients are most concerned about their own examination and treatment results, and health education plays an important role. It is very important for patients to know their examination results and treatment effects as soon as possible. Basically, every hospitalized patient needs to collect blood. I will print out the patient's laboratory sheet before leaving work on the same day, and explain it to the patient, so that the patient can rest assured at the first time. Like many patients in our department who are often hospitalized, I will also compare the test results of the patient's last hospitalization, which will be more effective. During the hospitalization, every examination was tracked and fed back in time, and the patients were very satisfied. They felt that the work was done very carefully and really stood in the patient's position.

The head nurse often gives us a wake-up call, and must "refine daily work and provide star-rated services" to ensure curative effect and thoughtful service. To build a first-class and excellent patient service system, we must make a mountain out of a molehill at ordinary times in order to be vigilant. There is no simple way to grasp the service, but we must do everything well in a down-to-earth manner.

start with small things, and start with details. For nursing staff, a smile, a word, a gesture and a gesture are all very small details, but these details will have different effects on patients or their families, such as "hello" first, "please" at the beginning, "thank you" at the end, and smiling service. When receiving newly admitted patients, we should warmly welcome them forward; For discharged patients, take the initiative to help them carry their luggage, send it to the elevator, and then send words of blessing; Patients should take the initiative to stand up when they go to the nurse station to ask questions. Maybe he won't care when our nurse stands up to show respect, but he will definitely feel impolite when the nurse sits and answers. When answering the pager, the tone should be gentle, and the answer "Go there at once" will give the patient positive comfort; When encountering an unaccompanied patient, put the patient's food beside the bed during the infusion process and actively assist the patient to eat; In the process of infusion, I pour water for the patient and put it on the table. What I do is very ordinary and trivial. I think if we can do every ordinary thing well, it will be extraordinary, and it will be not simple to do every simple thing well. Only by keeping the idea of "paying attention to details" in mind at all times and implementing the details in practical actions, can we achieve the highest quality of nursing service and the best nursing service.

Overcome self, regard patients as always right, and take patients' satisfaction as the measure of service. In the work, we should think about what patients think, be anxious about what patients are anxious about, regard patients' difficulties as the difficulty of service, and regard patients' needs as the content of service. When you are in a bad mood, you can't bring your bad emotions to work, let alone show them in front of patients; When there is misunderstanding or conflict with the patient, give the patient the "right", and remember that the patient is always right; Be patient enough to listen to the patient's chief complaint; Treat patients' complaints correctly, don't let patients leave with dissatisfaction, and learn to say "sorry" to patients. For example, when the first needle is not put on the infusion for the patient, don't complain that the patient's blood vessels are not good. Say "I'm sorry" to the patient sincerely, and then disinfect the first needle eye with iodophor after the needle is put on, indirectly expressing the attention and apology to the patient.

Ten "points" are summed up in daily work: beautiful appearance, sweeter smile, more greetings, warmer words, more patient rounds, more careful observation, lighter behavior, more professional work, wider help and stronger affection. Take these roots in the heart, turn them into habits and nature, and implement them in nursing work.

always remember that "there is nothing trivial in the cadre ward, but there is politics in the service". According to the particularity of the department, do your own job well. Put our love, enthusiasm, patience, carefulness, concern and sense of responsibility into nursing work, put people first, take patients as the center and take patients' satisfaction as the ultimate service purpose, further strengthen the communication between doctors and patients, make nursing service closer to patients, clinic and society, and truly embody touching service.