任务三医院护士与协作人员的沟通情境三与护工的沟通92课件

任务三医院护士与协作人员的沟通情境三与护工的沟通主讲人：刘慧卿副主任护师单位：湖南省人民医院Task3CommunicationbetweenhospitalnursesandcollaboratorsSituation3:CommunicationwithsupportworkersSpeaker:LiuHuiqing(DeputyChiefNurse)Unit:HunanProvincialPeople'sHospital情境案例Situationalcase与护工的沟通Communicationwithcarershestaffofimagingdepartment医院病房：

早上护士床旁交接班，夜班护士A向责任护士B反映28床这名85岁的老年男性患者夜间睡不着，在病房走廊散步后找不到自己的病床，是由护士扶助回病房的，家属为他请的护理员杨师傅却在床旁睡觉。A护士认为护理员陪护不到位，患者存在安全隐患。与护工的沟通CommunicationwithcarershestaffofimagingdepartmentHospitalWard:Inthemorning,nurseAtookovertheshiftbythebedside.NightshiftnurseAreportedtoresponsiblenurseBthatthe85-year-oldmalepatientwith28bedscouldn'tsleepatnightandcouldn'tfindhisownbedaftertakingawalkinthewardcorridor.Thenursehelpedhimreturntotheward,butthecaregiverYang,whowashiredbyhisfamily,sleptbythebedside.NurseAbelievesthatthecaregiverisnotprovidingadequatecareandtherearesafetyhazardsforthepatient.与护工的沟通Communicationwithcarers床旁交接完班后，责任护士找护理员杨师傅单独谈话：

郭小路-责任护士：杨师傅，您好！昨晚是您在陪护28床的病人，对吗？

任言--杨师傅：是的，昨天是我。

责任护士：28床病人昨天夜里独自走廊走动，找不到房间了，当时你在睡觉没有起来陪护，是有什么隐情吗？

杨师傅：事情是这样的，前天晚上我陪护另外一个病人一整晚；然后昨天白天，一整个白天呢我都在陪护这个28床病人，到了晚上我实在是太困了，熬不住了，我就睡了一会。再说了，这个28号床病人家属给我给的这些工资，也不值得我熬夜去陪他呀。

责任护士：您这么连续工作，真是太辛苦了。但是啊，我想给您提点小建议，你看能行不。

杨师傅：嗯，您说

责任护士：我觉得呀，您不应该这样拼命地工作，您应该照顾自己的身体呀。您这样休息不好会影响工作，同时呢也会给病人带来伤害，那样咱们不就得不偿失了嘛！如果您觉得工作量太大，您可以提出申请呀！让其他护理员帮助你一起工作呀。与护工的沟通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.与护工的沟通Communicationwithcarers

杨师傅：对，对。

责任护士：而且您说病人家属给的陪护价格太低了，是吗？您觉得它不配您24小时一直在陪护吗？

杨师傅：是这样的，价格确实很低，要比其他低了好多呢。责任护士：那您当时和病人家属沟通的时候，有说这个价格不包括夜间的陪护吗？

杨师傅：那倒没有。

责任护士：杨师傅，您知道，咱们护理人员最重要职责就是陪伴和照顾病人。我们陪护的职责就是代替家属来陪伴、照护病人，对不对？如果您觉价格太低，您可以适当升一点价格呀，或者选择不接这单；既然您都已经接受了这个价格了，那您是不是就应该提供相应的服务呢。这样敷衍应付工作，会失去家属对您乃至对医院的信任啊，甚至还会产生纠纷，这就麻烦了。对不？

杨师傅面带愧色、不住点头：对，对，这次是我的错，是我做得不合适！与护工的沟通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!'!与护工的沟通Communicationwithcarers

责任护士：杨师傅，您是位老护理员，是很多人的前辈！您知道照顾病人呀，最重要的就是要保证他的安全。28床那位85岁的高龄患者，晚上独自离床四处游逛，非常危险！一旦发生跌倒，轻则出现骨折卧床不起，重则可能出现脑出血，甚至死亡，后果咱们承担不起的啊！如果病人出了意外，咱们要怎么向家属交代，要付很大的责任的呀，是不是？

杨师傅：是的，是我的错！我以后一定改进，不会出现这种情况了！

责任护士：您是护理员，是我们的帮手，延续了护士的护理工作，我们是一个团队，您的形象也代表着我们医院的形象，我希望您以后能坚守岗位，和我们一起守护好病人，同时，也希望您每天快快乐乐上班，开开心心下班。

杨师傅：谢谢您，我以后一定会做到的。与护工的沟通CommunicationwithcarersResponsiblenurse:MasterYang,youareanoldnurseandaseniortomanypeople!Youknowtakingcareofpatients,themostimportantthingistoensuretheirsafety.The85yearoldpatientwith28beds,wanderingaroundaloneatnight,isverydangerous!Onceafalloccurs,itcanleadtofractures,bedridden,orevencerebralhemorrhage,andevendeath.Wecannotaffordtheconsequences!Ifapatienthasanaccident,howshould