This is the 3566th article of Da Medical Care
In this era of national pursuit of "harmony", the relationship between doctors and patients has become more and more tense. With the attention of the national government and major hospitals to humanistic care in recent years, the phenomenon is gradually being alleviated, but every progress is inseparable from the joint efforts of the two groups of "doctors" and "patients".
A true story to share with you. This story took place in 2013, in the ophthalmology department of a hospital affiliated to Anhui. Ophthalmologists start rounds on time every morning at 7:45 a.m., because for fundus examination under the slitlight, doctors take the patient to the darkroom to wait. Due to the large number of patients and the chaos on the scene, Uncle Xie lined up for a long time, and it was not his turn, and he was a little anxious and angry. Go back to the bed yourself and don't let the doctor do the test. Director Chen walked to the hospital bed, and Uncle Xie also refused to check and lost his temper, and no one persuaded him to work.
Dr. Zhai immediately called the old man's daughter to explain the situation, and apologized to the family for the lack of process problems, hoping that the family would persuade him.
The head nurse went to the patient's bed, asked Uncle Xie to express the unhappiness in his heart, analyzed the problems in the examination process for Uncle Xie with a sincere attitude, and said that he would actively improve the work through this matter...
The attitude and gentle words of the head nurse moved the old man, and Uncle Xie finally agreed to let the doctor take a flashlight to check his eyes.
The next day, Uncle Xie's daughter sent a text message saying: "Director Chen, good morning! Because yesterday I had something to go to the field in the morning, and this morning I had tea with my father to know that you personally came to this matter, my father is particularly anxious, I am really sorry to add a big trouble with you!! In fact, the attitude and professionalism of the staff I have seen in your department are very much appreciated and satisfied! Really embarrassed! I wish you and the department a pleasant work! Thank you for taking care of my father during your hospital stay!"
Director Chen replied with a text message: "You're welcome, yesterday's incident is that we have a place that is not comprehensive enough, there are more patients, the personnel are more crowded, and there is a phenomenon of cutting in line, which shows that there is still room for improvement in our work in the future." What I am worried about is that due to our incompleteness caused by the misunderstanding of the elderly, which affects the mood, high blood pressure, please explain to the elderly, we will humbly accept the opinions of the elderly, further optimize the work process, thank the family members for their understanding and tolerance! ”
A sentence from the epitaph of the medical scientist Mr. Trudeau: "Occasionally to treat, often to help, always to comfort", these words seem to reveal a more profound definition of the profession of doctors.
With the rise of the Internet, WeChat has been widely used in the interconnection and exchange of information in people's daily lives. In order to better communicate with patients and popularize relevant medical knowledge for patients, many doctors will set up some personal WeChat groups. In these group chats, patients with the same condition will join the same group, in which everyone can discuss each other's conditions, share experiences with each other, and cheer each other up. Doctors can also use the rest time in the group to solve problems for everyone, carry out the popularization of relevant medical knowledge, do their best to reduce the economic burden of patients repeatedly running to the hospital to see the results of the examination, and facilitate the timely reminder of some discharged patients for review.
The doctor-patient relationship has always been a more prominent problem facing our country. In order to better solve this problem, we must start from the following two aspects:
First, the doctor "walks in" the patient
"Medical Benevolence" is not only a description of the skills of medical staff, but also a manifestation of good communication between patients and their families.
As a health care worker, we have a high education and have been trained for decades. We are able to abide by the most basic principles: respect, compassion, patience, integrity.
1. In the face of a patient who does not understand professional knowledge, we must fully respect the patient from the heart. All people are created equal, and medical staff should respect the personality of each patient, respect the life of the patient, and also respect the patient's understanding of the disease and diagnosis and treatment.
2, people often say: medical staff should have empathy. The most important thing about empathy is empathy. We must start from the patient's situation, think from the perspective of the patient and the family, and solve the problem for them. The efficiency of our work will also be greatly improved, and we can also establish a good doctor-patient relationship with patients.
3 Plato once said, "Patience is the basis of all ingenuity." "Patients are the people who know their condition the most, and whether the collection of disease information is comprehensive is directly related to the doctor's measures for diagnosis and treatment." The patient listening of medical staff can not only vent the bad emotions of patients and have a positive effect on treatment, but also establish a more trusting doctor-patient relationship with patients on this basis.
4, the human body is a complex system, the current medical system is not yet perfect, many difficult and complicated diseases we medical staff still can not solve. Therefore, in the process of diagnosis and treatment, medical staff should objectively reflect the treatment effect and the current situation, so that patients and their families have psychological construction, and if necessary, they should have more words of comfort and guidance.
An example of good communication is shared with you. A college student with heterotic teeth went to the dental hospital for tooth extraction, and before the tooth extraction, she asked the middle-aged male doctor who treated her worriedly: "Why do you have heterotic teeth", and the middle-aged doctor thought for a while and said: "Because of intelligence, have you ever seen smart hairs in cat ears?" Cats are smart and have more hairs, and you are smart so you have more teeth. "The whole process of tooth extraction was easy and enjoyable, and it ended smoothly in less than a few minutes.
When it was over, the doctor handed the teeth to the patient and said, "Put it away, take it well, round it, and it's cute." ”
Two jokes allowed the patient to eliminate the nervousness and worry, and the whole treatment process ended perfectly.
Second, the patient "pulls" into the doctor
In this doctor-patient relationship, the moral standards and professional ethics of "saving lives and helping the injured", "hanging pots and saving the world", "angels in white clothes" and so on are used as standards by society and hospital managers to demand doctors, but the responsibilities and obligations of patients are very few. In order to build a harmonious doctor-patient relationship, patients should also do their best to contribute to this.
The cultural level of patients and their families is uneven, and we cannot make sure that everyone can understand the professional knowledge that medical workers say, but we can achieve the four basic requirements of "respect", "trust", "understanding" and "love".
1. The patient's personal awareness is gradually increasing, but as patients, the purpose is to cure our disease through the help of doctors. The most basic respect for medical personnel is what every citizen should give, and it is also a respect for our lives. The tone of the inquiry is relaxed, the thank you during the treatment... A seemingly inconspicuous warm gesture may "treat" the doctor's exhaustion of the day.
2, the old saying "employ people are not doubtful, suspicious people are not used", and there is also such a relationship between doctors and patients. Some patients have less trust in the doctor and deliberately conceal the condition during the consultation to test the doctor's level; some are unwilling to tell the truth, resulting in misdiagnosis; and some patients do not follow the doctor's instructions and go their own way when treating. These acts of distrust will greatly reduce the effectiveness of the treatment, and it is even more disrespectful to one's own life. So when the doctor asks about the condition, as a qualified patient, we need to tell the truth and give the doctor enough trust.
3. In the new medical environment, medical conditions and levels have been greatly improved. However, the field of medicine is an ever-evolving discipline, and some difficult and complicated diseases still need to be solved. Medical workers cannot guarantee that they can cure all patients' diseases, and they are gradually improving their knowledge reserves in the process of continuous learning. We need to understand that the actions performed by medical staff are purely to relieve the suffering of patients.
4) We will always say that doctors are "angels in white", white coats are their robes, and scalpels are their weapons. But fading the brilliance of this circle, they are just an ordinary person with complex emotions and a family, they will not be able to withstand the attack of a thousand words, and what we can do is to properly love this group of "angels", not to be a network "keyboard man", to support them to protect the barrier.
Anti-epidemic doctor Liu Kai pushed the 87-year-old patient to enjoy the long-lost sunset pictures to let us see the beauty between doctors and patients. He said: "As long as this patient is allowed to see the light, life will never disappear." After the end of the epidemic, Dr. Liu Kai and the old man were reunited in Wuhan, and the old man hugged Dr. Liu Kai tightly, thanked him and said, "This is my savior!" ”。 Mountains and rivers, sun and moon, twilight galaxy, accompanied by love. The doctor-patient relationship is the exchange of emotions, the exchange of emotions. The doctor's heart will always be hot for life, and the patient's heart will always be touched by the cure.
What needs to be communicated between doctors and patients is not only the exchange of information, the purpose of communication is never simply to implement responsibility, but to pull in the connection, increase trust, and give emotional comfort. May the doctor-patient relationship be like a ray of sunshine in the morning, full of vitality and hope. Harmony between doctors and patients begins with the heart; harmony between doctors and patients has no end.
Author: North China University of Science and Technology Jitang College
Yuan Jie