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：長沙民政職業(yè)技術(shù)學(xué)院Speaker:LiuYang(lecturer)Unit:ChangshaVocationalandTechnicalCollegeofCivilAffairs情境分析Situationalanalysis欠費(fèi)時(shí)的溝通情境Communicationsituationinarrears溝通四部

案例一反饋1

了解訊息反饋2判斷問題溝通四部反饋3溝通應(yīng)對(duì)反饋4反饋評(píng)價(jià)CommunicationDepartmentIVCommunicationDepartmentIVUnderstandingthemessageJudgetheproblemCommunicationandresponseFeedbackevaluation患者不清楚自己的住院賬戶上沒錢了？還是知道沒錢了但是不愿意交錢？知道沒有錢了愿意交錢但是經(jīng)濟(jì)上有困難暫時(shí)交不上錢？了解訊息判斷問題反饋評(píng)價(jià)溝通應(yīng)對(duì)UnderstandingthemessageJudgetheproblemCommunicationandresponseFeedback

evaluation了解訊息：UnderstandingthemessageThepatientisnotawarethattheyhavenomoneyontheirhospitalizationaccount?Doyoustillknowyouhavenomoneybutareunwillingtopay?IknowI'moutofmoneyandwillingtopay,butI'mfacingfinancialdifficultiesandcan'tpayfornow?了解訊息判斷問題反饋評(píng)價(jià)溝通應(yīng)對(duì)UnderstandingthemessageJudgetheproblemCommunicationandresponseFeedback

evaluation判斷問題的根源在哪？患者欠費(fèi)是因?yàn)榭桃獠焕U還是經(jīng)濟(jì)上有困難繳不上？要探尋到欠費(fèi)的本質(zhì)原因Whatistherootcauseoftheproblem?Isthepatientinarrearsduetodeliberatefailuretopayorfinancialdifficulties?Toexplorethefundamentalreasonsforarrears了解訊息判斷問題反饋評(píng)價(jià)溝通應(yīng)對(duì)1、換位思考2、傾聽UnderstandingthemessageJudgetheproblemCommunicationandresponseFeedback

evaluation溝通技巧：Communicationskills1.Empathythinking2.Listening了解訊息判斷問題反饋評(píng)價(jià)溝通應(yīng)對(duì)人文關(guān)懷humanisticconcernUnderstandingthemessageJudgetheproblemCommunicationandresponseFeedback

evaluation是否達(dá)成有效溝通？了解訊息判斷問題反饋評(píng)價(jià)溝通應(yīng)對(duì)UnderstandingthemessageJudgethepr