【Warm doctors】Find the "warm doctors", "warm people" and "warm things" around us - Zhejiang Hospital "Warm doctor action" training activities

When a person enters a hospital and enters a completely unfamiliar environment, it is the most vulnerable time for a person's mind, and at this time, he or she hopes to meet a warm doctor.

Recently, a patient from the Endocrinology Department of Zhejiang Hospital Lingyin hospital area came to the office of Dr. Wu Tianfeng, director of the Endocrinology Department of Zhejiang Hospital, to tell those things during her hospitalization. 

You are the doctors who are not afraid of many things

Ms. C, 65 years old, who came to Hangzhou from abroad, was admitted to Zhejiang Hospital Lingyin hospital area for diabetes and her condition improved after a few days of treatment. Her blood sugar control was actually relatively stable, with no major ups and downs, but even after explaining her condition over and over again with her at the bedside in the ward, she herself would still come to the doctor's office again and again to ask the same questions she had asked so many times. "Doctor, is it okay for me to stop this medication today? I think ......"

"Doctor, do I have to keep taking my insulin today? I think ......"

"Doctor, I'm going to attend my old classmate's son's wedding today, does it matter if I eat some cake?"

"Doctor, has the report of the test I just had come out? You give me a look?"

......

Every day, Ms. C would take advantage of the time to get out of bed and exercise to come to the doctor's office, perhaps three or four times a day, and this is said to be a consistent "practice" for Ms. C. She said, "Last year I was hospitalized in my home hospital, the doctor seems to have gotten a little tired of me at the end, avoiding me."

At Zhejiang Hospital, every time I went to the office, the doctors in the office, whether they were Ms. C's supervising physician or not, would enthusiastically accept the patient's questions and patiently give answers.

"I know I 'thing a lot', I thought you guys are going to hate me too, I did not expect that the patience of your doctors here exceeded my imagination, so I was very touched" Ms. Chen lamented.

"Sometimes a smile, a word of greeting, a patient reply, a small gesture can make the patient have a warm feeling like a spring breeze. Wu Tianfeng said, as a doctor, we must pay attention to the patient's medical feelings, can give patients psychological pleasure and peace of mind of the doctor, is the warm doctor.

"Warm doctor action" training activities warm start

With the deepening of medical reform, with the intensification of competition in the medical market, the people's increasing demand for medical health, improve the patient experience, improve patient satisfaction with medical services, has become the work of the hospital's sustainable and healthy development must be done. On November 20 last year, the "improve medical services to enhance patient experience" Zhejiang Hospital "warm doctor" 100 days of action was officially launched. 2020 January 10, according to the warm doctor action series of activities plan, Zhejiang Hospital Medical Department organized a "warm doctor action" training in the three dun hospital area. The "warm doctor action" training activities, highlighting the "warm doctor", "warm people" and "warm things" that happen around us. The training activity was organized by Sandun Hospital.

Vice President of Zhejiang Hospital, Mr. Song Baishan, mentioned that Zhejiang Hospital has always adhered to the core values of "Perfect Virtue and Fine Art" and built a high-level and modernized large-scale provincial-level tertiary comprehensive hospital with the belief of "one point of sentiment, 99% of cultivation, 100% of fine art and ten thousand points of responsibility". Standing on the new starting point of collaborative and high-speed development of the two hospitals, all Zhejiang Hospital people will dig deeper into the connotation of medical services, continuously improve the medical experience, provide high-quality services for patients, and strive to enhance patients' satisfaction with medical care and people's sense of health gain. It is believed that through the training activities, the overall quality and effect of medical services, the safety awareness of hospital staff, and the medical experience of patients can be further improved, thus enhancing the popularity and reputation of the hospital.

She introduced that the so-called "AIDET" means greeting, introduction, duration, explanation and thanks. When caring for patients, medical and nursing staff should change their philosophy, standardize their service behaviors, and strengthen the communication between doctors and patients. They should really be enthusiastic, caring, compassionate, respect patients' personality, understand patients' inner needs in time, and enhance patients' comfort and sense of security.

The day coincides with the "110 publicity day", Zhejiang Hospital, deputy head of the security department Wu Yangmin in the training for everyone to enhance self-prevention, away from violence against doctors, "the theme of the lecture, to introduce to medical and nursing staff encountered after the standard process of medical trouble and the installation of the clinic alarm device He introduced to the medical staff the standard procedure after encountering medical disturbance and the installation of the clinic alarm device, and other measures taken by the hospital for the safety of medical staff, and proposed to the hospital medical staff the "333 commitment", that is, 3 minutes to arrive, 3 minutes to subdue, 3 minutes to take away from the scene, and at the same time advocated that medical staff usually strengthen physical exercise, wear light sports shoes at work, and female medical staff can properly learn women's self-defense techniques, etc., to further enhance the awareness of self-protection of medical staff. To further enhance the self-protection awareness of medical personnel.

Finally, Chen Xinyu, director of the medical department of Zhejiang Hospital, gave a lecture on the theme of "the key holidays of the department director into the wards", telling everyone about the "warm doctors", "warm people" and "warm things" that happened around us. The "warm people" and "warm things" happened around us. In the lecture, she especially mentioned the touching example of Dr. Xu Jiehui, Director of Ophthalmology of Zhejiang Hospital, who personally made cakes for inpatients, and advocated that department directors carefully plan blessings and go into wards to interact with patients, hoping that people of Zhejiang Hospital would strengthen communication and care with patients and enhance the image of the hospital. Chen Xinyu said that through this training activity, we hope that while our medical and nursing staff work hard in general, we can also make more make patients have a good impression of the hospital and fully feel the hospital's humanistic care and quality medical services, which will further bring the distance between the hospital, medical staff and patients closer.

Source: Medical Department

Writing: Guo Jun  Publicity and United Front Work Department