Swiss Prophylaxis-醫(yī)患溝通技巧課件

1、 醫(yī)患溝通技巧Updated by:25 Mar. 2014MOTIVATION 如何激勵(lì)病人復(fù)診？Principle 原則舒適的治療可以提高復(fù)診的可能 Making treatment as comfortable as possible明確的療效可以幫助病人建立復(fù)診信心 Gain patients confidence牙醫(yī)和護(hù)士要學(xué)會(huì)從病人角度考慮 Importance of empathyMOTIVATION 激勵(lì)病人當(dāng)病人認(rèn)為治療費(fèi)用太高的時(shí)候，如何鼓勵(lì)病人接受治療？ How can you get your staff to encourage patients when they,

2、 themselves, think your fees are too high?如何和病人快速建立起默契和信任關(guān)系，減少病人恐懼，并指導(dǎo)患者和他們的家 屬作出積極的決定，以改善他們的身體健康和外貌-哪怕病人沒有這個(gè)預(yù)算。 They are missing valuable skills that would assist them in building rapid rapport and trust, reducing fear, and guiding patients and their families to make positive decisions about their

3、health and appearance - particularly when the patient is going out of pocket.盡量將電話變?yōu)闀?huì)面-語氣不要咄咄逼人，讓員工從“賣東西”轉(zhuǎn)變?yōu)椤皩?duì)病人的教育和激勵(lì)”。保證您的治療是合理的最佳方案。 To: Convert calls to appointments and consultations to procedures - without sounding pushy. Shift their perspective from selling to educating and motivating.” COMMO

4、N WORRY 病人的普遍擔(dān)憂 !呆在安全的那邊，我們先來用X光照一下你的錢包MOTIVATION 激勵(lì)病人 激發(fā)和維持病人主觀意愿的4個(gè)步驟Creating and maintaining patient motivation is a four-part process. 第一步： 幫助病人清楚的看到自己現(xiàn)在的牙齒情況和問題，可以通過:Part One : Helping the patient to clearly see their current dental condition or problemCan be achived through口內(nèi)單顆牙片-最有效 Intra Ora

5、l Camera Most Effective 菌斑染色劑 Disclosing agentsX光片 RadiographsImportance of Part 1 第一步的重要性第一步：激勵(lì)最主要的目的是：讓患者認(rèn)識(shí)到他們目前的牙齒狀況有問題或者對(duì)外觀不滿意，這是激勵(lì)最大的挑戰(zhàn) Unless the patient is bothered by the appearance of their teeth or has discomfort, this can be the biggest challenge員工在病人初診和復(fù)診前先把口腔狀況照片打印出來 A staff member make

6、s several photos and print them before the initial or recall exam.在檢查前先讓病人回顧照片Let patient review before actual exam. 這是讓患者了解自己牙齒存在的問題的有力方法和證據(jù)。 This is a powerful method of getting patients to see their existing dental condition.當(dāng)然對(duì)初診時(shí)就有明確主訴的病人，第一步就相對(duì)很簡單除非他們還有很多自己沒有意識(shí) 到的問題。For patients who come in wi

7、th a specific complaint, Part One is relatively easy unless they have several other problems of which they are unaware. MOTIVATION 激勵(lì)病人第二步: 這時(shí)候可以告訴病人如果不治療的話，他的牙齒會(huì)發(fā)生什么問題（用循證醫(yī)學(xué)數(shù)據(jù)證明）This is the time to tell your patient what you predict will happen if they do nothing to treat their problem. 這時(shí)先不要談?wù)撝委烴o

8、 discussions at this point on treatment.這一步是很關(guān)鍵的，因?yàn)榫驮\的動(dòng)力或者意愿是由通過比較不治療會(huì)發(fā)生什么和選擇治療會(huì)得到什么好處而的產(chǎn)生的。This step is critical because motivation or desire is developed by comparing what will occur if no treatment is done in comparison to the benefits to be gained by choosing to go through treatment. 相同問題前后對(duì)比的照片

9、在激勵(lì)病人中起到很重要的作用，幫助病人產(chǎn)生治療帶來利益的印象。Photographs play a big role; specifically, before-and-after pictures of patients who had similar problems can be very helpful in getting patients to see a clear image of the benefits of treatment. 如果他們沒有發(fā)現(xiàn)治療帶來利益的價(jià)值，那么說其他任何話都沒有意義。If they dont value the benefits, nothing

10、 else you can say will likely have much impact.EMS,LibraryMOTIVATION 激勵(lì)病人 第四步：討論具體的治療方案Discuss the actual treatment options. 這個(gè)時(shí)候可以討論具體的治療方案了。 It is at this time that the actual treatment plan is chosen.請(qǐng)注意在此之前不要討論治療方案，因?yàn)橹盎颊邔?duì)治療缺乏積極性，他們不了解治療的好處以及不治療的危險(xiǎn)。強(qiáng)調(diào)治療方案的科學(xué)性，可以用循證醫(yī)學(xué)證據(jù)證據(jù)。 It is critical to not p

11、resent the plan before this because you will be presenting to an unmotivated patient who will not understand the benefits of treatment or the risks of no treatment.MOTIVATION 激勵(lì)病人MOTIVATION激勵(lì)病人 以上4個(gè)步驟已被證明激勵(lì)病人接受治療是非常有效的。Above 4 steps has proven highly effective in getting patients to commit to interd

12、isciplinary care. 可以預(yù)期的治療結(jié)果保證了患者在整個(gè)治療過程中保持治療意愿。It is this commitment to the intended outcome that helps patients stay motivated throughoutthe course of treatment.另一個(gè)有用的工具是使用復(fù)診及負(fù)責(zé)醫(yī)師的時(shí)間表,讓患者自己記錄時(shí)間表。 Another helpful tool is to create a sequence and timetable of appointments and therapists that the patient as well as everyone involved in their treatment can keep.這樣病人可以自己監(jiān)測治療進(jìn)展，加強(qiáng)了每個(gè)治療步驟的療效的可見性。 This way, everyone can monitor the patients progress from beginning to end and reinforce the final vision at each step along t