任務(wù)三醫(yī)院護(hù)士與協(xié)作人員的溝通情境三與護(hù)工的溝通92課件

任務(wù)三醫(yī)院護(hù)士與協(xié)作人員的溝通情境三與護(hù)工的溝通主講人：劉慧卿副主任護(hù)師單位：湖南省人民醫(yī)院Task3CommunicationbetweenhospitalnursesandcollaboratorsSituation3:CommunicationwithsupportworkersSpeaker:LiuHuiqing(DeputyChiefNurse)Unit:HunanProvincialPeople'sHospital情境案例Situationalcase與護(hù)工的溝通Communicationwithcarershestaffofimagingdepartment醫(yī)院病房：

早上護(hù)士床旁交接班，夜班護(hù)士A向責(zé)任護(hù)士B反映28床這名85歲的老年男性患者夜間睡不著，在病房走廊散步后找不到自己的病床，是由護(hù)士扶助回病房的，家屬為他請(qǐng)的護(hù)理員楊師傅卻在床旁睡覺(jué)。A護(hù)士認(rèn)為護(hù)理員陪護(hù)不到位，患者存在安全隱患。與護(hù)工的溝通CommunicationwithcarershestaffofimagingdepartmentHospitalWard:Inthemorning,nurseAtookovertheshiftbythebedside.NightshiftnurseAreportedtoresponsiblenurseBthatthe85-year-oldmalepatientwith28bedscouldn'tsleepatnightandcouldn'tfindhisownbedaftertakingawalkinthewardcorridor.Thenursehelpedhimreturntotheward,butthecaregiverYang,whowashiredbyhisfamily,sleptbythebedside.NurseAbelievesthatthecaregiverisnotprovidingadequatecareandtherearesafetyhazardsforthepatient.與護(hù)工的溝通Communicationwithcarers床旁交接完班后，責(zé)任護(hù)士找護(hù)理員楊師傅單獨(dú)談話(huà)：

郭小路-責(zé)任護(hù)士：楊師傅，您好！昨晚是您在陪護(hù)28床的病人，對(duì)嗎？

任言--楊師傅：是的，昨天是我。

責(zé)任護(hù)士：28床病人昨天夜里獨(dú)自走廊走動(dòng)，找不到房間了，當(dāng)時(shí)你在睡覺(jué)沒(méi)有起來(lái)陪護(hù)，是有什么隱情嗎？

楊師傅：事情是這樣的，前天晚上我陪護(hù)另外一個(gè)病人一整晚；然后昨天白天，一整個(gè)白天呢我都在陪護(hù)這個(gè)28床病人，到了晚上我實(shí)在是太困了，熬不住了，我就睡了一會(huì)。再說(shuō)了，這個(gè)28號(hào)床病人家屬給我給的這些工資，也不值得我熬夜去陪他呀。

責(zé)任護(hù)士：您這么連續(xù)工作，真是太辛苦了。但是啊，我想給您提點(diǎn)小建議，你看能行不。

楊師傅：嗯，您說(shuō)

責(zé)任護(hù)士：我覺(jué)得呀，您不應(yīng)該這樣拼命地工作，您應(yīng)該照顧自己的身體呀。您這樣休息不好會(huì)影響工作，同時(shí)呢也會(huì)給病人帶來(lái)傷害，那樣咱們不就得不償失了嘛！如果您覺(jué)得工作量太大，您可以提出申請(qǐng)呀！讓其他護(hù)理員幫助你一起工作呀。與護(hù)工的溝通CommunicationwithcarersAfterthebedsideshifthandover,theresponsiblenursehadaprivateconversationwiththecaregiver,MasterYang:GuoXiaolu-Responsiblenurse:MasterYang,hello!Lastnight,youwereaccompanying28patients,right?RenYan-MasterYang:Yes,itwasmeyesterday.Responsiblenurse:28patientswalkedaloneinthehallwaylastnightandcouldn'tfindaroom.Youweresleepinganddidn'tgetuptoaccompanythem.Isthereanysecretinformation?MasterYang:Thethingislikethis.Thenightbeforeyesterday,Iaccompaniedanotherpatientforanentirenight;Thenyesterdayduringtheday,Ispenttheentiredayaccompanyingthese28patients.Atnight,Iwastoosleepytoendure,soIsleptforawhile.Besides,thesalarygiventomebythefamilyofthepatientonthe28thisnotworthstayinguplatetoaccompanyhim.Responsiblenurse:It'sreallyhardforyoutoworksocontinuously.Butah,Iwanttogiveyousomeadvice.Doyouthinkit'spossible.MasterYang:Well,whatdoyousayResponsiblenurse:Ithinkyoushouldn'tworksohard,youshouldtakecareofyourownbody.Ifyoudon'trestwelllikethis,itwillaffectyourworkandalsocauseharmtothepatients.Thatway,wewon'tbeworththeloss!Ifyoufeelthattheworkloadistooheavy,youcanapply!Letothercaregivershelpyouworktogether.與護(hù)工的溝通Communicationwithcarers

楊師傅：對(duì)，對(duì)。

責(zé)任護(hù)士：而且您說(shuō)病人家屬給的陪護(hù)價(jià)格太低了，是嗎？您覺(jué)得它不配您24小時(shí)一直在陪護(hù)嗎？

楊師傅：是這樣的，價(jià)格確實(shí)很低，要比其他低了好多呢。責(zé)任護(hù)士：那您當(dāng)時(shí)和病人家屬溝通的時(shí)候，有說(shuō)這個(gè)價(jià)格不包括夜間的陪護(hù)嗎？

楊師傅：那倒沒(méi)有。

責(zé)任護(hù)士：楊師傅，您知道，咱們護(hù)理人員最重要職責(zé)就是陪伴和照顧病人。我們陪護(hù)的職責(zé)就是代替家屬來(lái)陪伴、照護(hù)病人，對(duì)不對(duì)？如果您覺(jué)價(jià)格太低，您可以適當(dāng)升一點(diǎn)價(jià)格呀，或者選擇不接這單；既然您都已經(jīng)接受了這個(gè)價(jià)格了，那您是不是就應(yīng)該提供相應(yīng)的服務(wù)呢。這樣敷衍應(yīng)付工作，會(huì)失去家屬對(duì)您乃至對(duì)醫(yī)院的信任啊，甚至還會(huì)產(chǎn)生糾紛，這就麻煩了。對(duì)不？

楊師傅面帶愧色、不住點(diǎn)頭：對(duì)，對(duì)，這次是我的錯(cuò)，是我做得不合適！與護(hù)工的溝通CommunicationwithcarersMasterYang:Yes,yes.Responsiblenurse:Andyousaidthattheaccompanyingpricesprovidedbythepatient'sfamilyaretoolow,right?Doyouthinkitdoesn'tdeservetobeaccompaniedbyyoufor24hours?MasterYang:It'slikethis.Thepriceisindeedverylow,muchlowerthanothers.Nurseincharge:Whenyoucommunicatedwiththepatient'sfamily,itwassaidthatthispricedoesnotincludenighttimeAccompanying?MasterYang:That'snottrue.Responsiblenurse:MasterYang,youknow,themostimportantresponsibilityofournursingstaffistoaccompanyandtakecareofpatients.Ourdutyascaregiversistoreplacefamilymemberstoaccompanyandtakecareofpatients,right?Ifyoufeelthatthepriceistoolow,youcanincreasethepriceappropriatelyorchoosenottoacceptthisorder;Sinceyouhavealreadyacceptedthisprice,shouldyouprovidecorrespondingservices.Dealingwithworkperfunctorilylikethiswilllosethetrustoffamilymembersinyouandeveninthehospital,andevencausedisputes,whichistroublesome.Right?MasterYangnoddedwithaguiltyexpressiononhisfaceandsaid,'Yes,yes,thistimeit'smyfault,Ididn'tdoitproperly!'!與護(hù)工的溝通Communicationwithcarers

責(zé)任護(hù)士：楊師傅，您是位老護(hù)理員，是很多人的前輩！您知道照顧病人呀，最重要的就是要保證他的安全。28床那位85歲的高齡患者，晚上獨(dú)自離床四處游逛，非常危險(xiǎn)！一旦發(fā)生跌倒，輕則出現(xiàn)骨折臥床不起，重則可能出現(xiàn)腦出血，甚至死亡，后果咱們承擔(dān)不起的??！如果病人出了意外，咱們要怎么向家屬交代，要付很大的責(zé)任的呀，是不是？

楊師傅：是的，是我的錯(cuò)！我以后一定改進(jìn)，不會(huì)出現(xiàn)這種情況了！

責(zé)任護(hù)士：您是護(hù)理員，是我們的幫手，延續(xù)了護(hù)士的護(hù)理工作，我們是一個(gè)團(tuán)隊(duì)，您的形象也代表著我們醫(yī)院的形象，我希望您以后能堅(jiān)守崗位，和我們一起守護(hù)好病人，同時(shí)，也希望您每天快快樂(lè)樂(lè)上班，開(kāi)開(kāi)心心下班。

楊師傅：謝謝您，我以后一定會(huì)做到的。與護(hù)工的溝通CommunicationwithcarersResponsiblenurse:MasterYang,youareanoldnurseandaseniortomanypeople!Youknowtakingcareofpatients,themostimportantthingistoensuretheirsafety.The85yearoldpatientwith28beds,wanderingaroundaloneatnight,isverydangerous!Onceafalloccurs,itcanleadtofractures,bedridden,orevencerebralhemorrhage,andevendeath.Wecannotaffordtheconsequences!Ifapatienthasanaccident,howshould