20130181February 2 1:28
Outpatient service is the main window for hospitals to face patients and the front line of medical work. Due to the large number of patients, complex illness, personal quality, economic situation, environment and other factors, patients' psychological reactions are not the same. With the change of modern nursing mode, the number of nursing clients is expanding day by day, which makes it difficult to satisfy every patient. However, once patients are dissatisfied with a certain aspect of the service process, they may completely deny the whole medical process, which requires the outpatient department not only to provide pathological care to patients, but also to provide psychological care and comfort to them, to grasp the different psychological characteristics of outpatients and to meet their different psychological needs. Providing personalized, systematic, standardized and targeted psychological nursing plays an important role in improving medical quality and effect, and is also an important symbol to test the quality and nursing performance of outpatient nurses [1]. According to the different psychological characteristics of outpatients, this paper makes a further discussion on management.
1 Common psychological characteristics of outpatients
1. 1 Strangeness and fear With the development of social economy, the medical conditions in hospitals have improved to varying degrees, but outpatients, especially those who come to the hospital for the first time, are unfamiliar with the hospital environment, do not understand the medical procedures, and are worried about whether their diseases can be cured.
1.2 patients with anxiety and irritability usually go through the process of registration, waiting for treatment, diagnosis, examination, payment, taking medicine and treatment. In this diagnosis and treatment process, due to the expansion of hospital area and the further refinement of departments and specialties, patients often have to go back and forth many times to see a doctor, eager to seek medical treatment. I hope to go through the formalities as soon as possible.
1.3 Pray for the mentality of "imperial doctor" In the hearts of most patients, they all hope to find a "imperial doctor" with excellent medical skills, conduct detailed examination as soon as possible, make timely and accurate diagnosis and treatment, and get rid of the disease with drugs; I always hope to "hit the nail on the head" for the puncture of nurses; I always hope that all the tests can have a definite diagnosis at one time.
1.4 Suspicious mentality In recent years, due to some medical workers' more or less bad behaviors in the diagnosis and treatment activities, the images of "soldiers in white" and "angels in white" have gradually faded in people's minds, and patients' trust in doctors has declined. On the one hand, some patients want to be treated by doctors, on the other hand, they have doubts about their own abilities, and their psychological performance is quite contradictory.
1.5 Looking forward to medical treatment and praying for peace. Patients hope that doctors will conduct a comprehensive examination and give correct treatment when they see a doctor. They are always worried that there will be omissions in the description of their illness, thus misleading the doctor's diagnosis. If doctors don't listen patiently, they will feel remorse and anxiety. In particular, some patients with unspeakable pain tell their illness in a secret way, and then urge doctors to keep it secret, hoping that doctors can provide protection for their health.
1.6 The differences in economic income, consumption concept and cultural quality of each patient in consumer psychology have different requirements for doctors' diagnosis and treatment level and service quality. Some patients want to be treated by highly skilled doctors, but they don't know about the tests and drugs prescribed by doctors. They are always worried that they will be "slaughtered"; Some patients queue up for registration and wait for treatment for a long time. They always hope that doctors can do a detailed examination, and even take the initiative to ask doctors to do their own examination and prescribe "good medicine", mistakenly thinking that cheap medicine does not work.
1.7 Most outpatients have doubts about the curative effect and are eager to experience the therapeutic effect. Especially for patients with chronic diseases, the course of disease is long and the treatment effect is poor. Repeated visits often make them doubt the doctor's diagnosis and treatment level. Some patients even think that their diseases can't be cured, and patients always want to see a doctor once to get "immediate results".
2 psychological care and management measures for outpatients
2. 1 Create a warm and comfortable medical environment. Warm and comfortable medical environment, spacious consultation area, comfortable waiting chair, fresh air, clear electronic call system and LCD TV can relieve patients' nervousness and make them wait in a relaxed atmosphere.
2.2 Establish a clear medical treatment process. Each consultation area has clear signs of registration, medical treatment, payment and medicine collection. When patients come to the hospital for the first time, clear signs can alleviate patients' fears.
2.3 "people-oriented", establish a good first impression. Outpatient nurses are medical workers who come into contact with patients for the first time, so their image is very important. Beautiful and neat appearance, kind smile and greetings can create a relaxed and harmonious atmosphere, which can alleviate patients' anxiety and fear. Nurses should pay attention to language skills in the process of treatment, and use different language expressions for different patients, different diseases and different mentality. Such as comfort, encouragement, persuasion, persuasion, explanation or guidance. , using suggestive language, make the treatment play the best role through positive and clever hints [2, 3].
2.4 Improve the psychological quality of medical staff and treat patients well with quality service. Outpatient medical staff should strengthen the study of medical psychology, advocate humanized nursing, pay attention to observing "words", read their doubts and pains from the eyes of different patients and their families, and try their best to satisfy them [4]; Based on patients' psychological activities and behavioral responses, we can predict patients' needs, actively provide services, solve patients' questions and treat each patient well.
2.5 Flexible arrangements for home visits to reduce the psychological distance between doctors and patients. There are many outpatients, and the patients' conditions vary widely. Reasonable and flexible arrangement of visits can reduce visits, narrow the psychological distance between doctors and patients, enhance emotional communication and understanding between doctors and patients, and build a harmonious doctor-patient relationship.
2.6 Improve the technical level of medical care and win the trust of patients. Outpatient medical staff must constantly strengthen their own professional knowledge learning, master general medical knowledge and skilled operation skills, so as to obtain patients' psychological trust and behavioral cooperation [5]. In a word, with the change of medical model, psychological nursing has become an important part of modern medicine. Outpatient medical staff must improve their comprehensive professional quality, optimize their service attitude, master the psychological characteristics of different patients, "suit each person", meet the psychological needs of patients, make patients feel happy, so as to obtain the best treatment effect and make the hospital gain both social and economic benefits.