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

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

早上護士床旁交接班，夜班護士A向責任護士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，是由護士扶助回病房的，家屬為他請的護理員楊師傅卻在床旁睡覺。A護士認為護理員陪護不到位，患者存在安全隱患。與護工的溝通CommunicationwithcarershestaffofimagingdepartmentHospitalWard:Inthemorning,nurseAtookovertheshiftbythebedside.NightshiftnurseAreportedtoresponsiblenurseBthatthe85-year-oldmalepatientwith28bedscouldn'tsleepatnightandcouldn'tfindhisownbedaftertakingawalkinthewardcorridor.Thenursehelpedhimreturntotheward,butthecaregiverYang,whowashiredbyhisfamily,sleptbythebedside.NurseAbelievesthatthecaregiverisnotprovidingadequatecareandtherearesafetyhazardsforthepatient.與護工的溝通Communicationwithcarers床旁交接完班后，責任護士找護理員楊師傅單獨談話：

郭小路-責任護士：楊師傅，您好！昨晚是您在陪護28床的病人，對嗎？

任言--楊師傅：是的，昨天是我。

責任護士：28床病人昨天夜里獨自走廊走動，找不到房間了，當時你在睡覺沒有起來陪護，是有什么隱情嗎？

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

責任護士：您這么連續(xù)工作，真是太辛苦了。但是啊，我想給您提點小建議，你看能行不。

楊師傅：嗯，您說

責任護士：我覺得呀，您不應該這樣拼命地工作，您應該照顧自己的身體呀。您這樣休息不好會影響工作，同時呢也會給病人帶來傷害，那樣咱們不就得不償失了嘛！如果您覺得工作量太大，您可以提出申請呀！讓其他護理員幫助你一起工作呀。與護工的溝通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.與護工的溝通Communicationwithcarers

楊師傅：對，對。

責任護士：而且您說病人家屬給的陪護價格太低了，是嗎？您覺得它不配您24小時一直在陪護嗎？

楊師傅：是這樣的，價格確實很低，要比其他低了好多呢。責任護士：那您當時和病人家屬溝通的時候，有說這個價格不包括夜間的陪護嗎？

楊師傅：那倒沒有。

責任護士：楊師傅，您知道，咱們護理人員最重要職責就是陪伴和照顧病人。我們陪護的職責就是代替家屬來陪伴、照護病人，對不對？如果您覺價格太低，您可以適當升一點價格呀，或者選擇不接這單；既然您都已經(jīng)接受了這個價格了，那您是不是就應該提供相應的服務(wù)呢。這樣敷衍應付工作，會失去家屬對您乃至對醫(yī)院的信任啊，甚至還會產(chǎn)生糾紛，這就麻煩了。對不？

楊師傅面帶愧色、不住點頭：對，對，這次是我的錯，是我做得不合適！與護工的溝通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!'!與護工的溝通Communicationwithcarers

責任護士：楊師傅，您是位老護理員，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，晚上獨自離床四處游逛，非常危險！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，要付很大的責任的呀，是不是？

楊師傅：是的，是我的錯！我以后一定改進，不會出現(xiàn)這種情況了！

責任護士：您是護理員，是我們的幫手，延續(xù)了護士的護理工作，我們是一個團隊，您的形象也代表著我們醫(yī)院的形象，我希望您以后能堅守崗位，和我們一起守護好病人，同時，也希望您每天快快樂樂上班，開開心心下班。

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