任務(wù)四醫(yī)院護(hù)士與患者家屬的溝通情境一住院患者欠費(fèi)時(shí)的溝通67課件

任務(wù)四

醫(yī)院護(hù)士與患者家屬的溝通情境一

住院患者欠費(fèi)時(shí)的溝通Task4Communicationbetweenhospitalnursesandpatients'familiesScenario1Communicationwheninpatientsareinarrears主講人：劉洋

講師單位：長(zhǎng)沙民政職業(yè)技術(shù)學(xué)院Speaker:LiuYang(lecturer)Unit:ChangshaVocationalandTechnicalCollegeofCivilAffairs有效的傾聽(tīng)EffectiveListening情境要點(diǎn)講解二KeypointsofthesituationII傾聽(tīng)的定義DefinitionofListening傾聽(tīng)是接收言語(yǔ)及非言語(yǔ)信息、確定其含義和對(duì)此作出反應(yīng)的過(guò)程。積極傾聽(tīng)是在溝通中增進(jìn)理解的互動(dòng)過(guò)程。無(wú)效的傾聽(tīng)行為是相互關(guān)系成功的最大障礙。ThedefinitionoflisteninggivenbytheInternationalListeningAssociation國(guó)際傾聽(tīng)協(xié)會(huì)給傾聽(tīng)的定義：Listeningistheprocessofreceivingverbalandnonverbalinformation,determiningitsmeaning,andrespondingtoit.Activelisteningisaninteractiveprocessthatenhancesunderstandingincommunication.Invalidlisteningbehavioristhebiggestobstacletothesuccessofmutualrelationships.美國(guó)巴爾地摩的comsort機(jī)構(gòu)列出了10條傾聽(tīng)技巧ComsortinBaltimorelists10listeningskills1、不要輕易把患者的話打斷，讓他把話說(shuō)完。2、注意跟蹤并探索患者在談話中流露出的一些可能很有意義的線索。3、在病人說(shuō)話時(shí)給予支持的反饋信號(hào)，如“嗯”、“請(qǐng)講下去”等。4、以開(kāi)放式的方式對(duì)病人發(fā)問(wèn)。5、運(yùn)用反映式回答。1.Don'teasilyinterruptthepatient'swordsandletthemfinishspeaking.2.Payattentiontotrackingandexploringsomepotentiallymeaningfulcluesthatthepatientrevealsduringtheconversation.3.Providefeedbacksignalsofsupportwhenthepatientisspeaking,suchas'um','pleasecontinuespeaking',etc.4.Askpatientsquestionsinanopenmanner.5.Usereflectiveresponses.美國(guó)巴爾地摩的comsort機(jī)構(gòu)列出了10條傾聽(tīng)技巧ComsortinBaltimorelists10listeningskills6、檢查自己的理解準(zhǔn)確與否。7、確定患者的治療期望。8、對(duì)于患者的感受給予肯定。9、善用目光與患者溝通。10、在談話結(jié)束時(shí)，問(wèn)問(wèn)患者還有別的事要說(shuō)沒(méi)有。6.Checkyourunderstandingforaccuracy.7.Determinethepatient'streatmentexpectations.8.Giveaffirmationtothepatient'sfeelings.9.Makegooduseofyoureyestocommunicatewithpatients.10.Attheendoftheconversation,askthepatientiftheyhaveanythingelsetosay.有效的傾聽(tīng)能夠幫助醫(yī)務(wù)人員達(dá)成以下目標(biāo)Effectivelisteningcanhelpmedicalstaffachievethefollowinggoals1、建立良好的醫(yī)患關(guān)系。2、能從整體上全面地對(duì)患者進(jìn)行了解。3、能幫助獲得對(duì)疾病診斷有用的信息及患者對(duì)疾病心理感受方面的信息，從而有助于為患者提供最有效的治療。4、能有助于在診療方面與患者達(dá)成一致。1.Establishagooddoctor-patientrelationship.2.Abletohaveacomprehensiveunderstandingofthepatientasawhole.3.Itcanhelptoobtainusefulinformationfordiseasediagnosisandinformationonpatients'psychologicalfeelingstowardsthedisease,therebyhelpingtoprovidethe