The first section behavior civilization norms
A, ward civilization norms
service standard
1, and the popularization rate of standardized services should reach over 95%.
2. The qualified rate of service quality should reach over 95%.
3, patient satisfaction rate should reach more than 95%.
4. No medical liability accident; No phenomenon of accepting red envelopes; There is no phenomenon of replacing medicine with things.
(2) Environmental standards
1, four noes: no cigarette butts, no scraps of paper, no sputum marks, and no odor in the toilet.
2. Four cleaning: clean the floor, clean the desktop, clean the walls and clean the windows.
3, four light: light walking, light closing, light talking, light operation.
(3) Doctor's convenience standard
1, please come and answer your questions.
2. Be patient with your family and explain your illness in detail.
3, often patrol ward, care and take care of patients.
(4) Convenience standard for nurses
1. Introduce new patients to the hospital.
2. Solve problems for the old, weak, disabled and seriously ill.
3. Explain the use of public telephones.
4. Buy daily necessities for poor patients.
5. Prepare needle and thread, scissors, bottle opener, etc.
Second, gfd civilization norms
1, medical personnel, workers and public service personnel should wear the prescribed standard work clothes when going to work.
2. Slippers, vests and shorts are not allowed in public places on campus.
3, overalls should keep the buttons intact, no damage, no stains, wearing badges in accordance with the provisions.
4, medical staff into the ward don't wear hard shoes or high heels, nurses wear work shoes at work.
5. When choosing clothes for patients, we should pay attention to the length and size of clothes, and the clothes should be clean and undamaged.
Third, the dress code
1. Nurses should wear work clothes, hats, pants and work shoes when going to work.
2, work clothes should be ironed flat, keep the buttons intact, no damage, no stains, and in accordance with the provisions, wear a nurse's watch, badge.
3. Wear light socks, the collar of work clothes should not be too high, the color contrast should not be too obvious, and your clothes, pants and skirts should not be exposed beyond the bottom of work clothes and work pants.
4. Don't wear exposed jewelry, such as necklaces, earrings, earrings, bracelets, rings and anklets.
5. Lesbian hairstyles are generally short hair or curly hair, long hair is pulled up, and bangs in front are not allowed. Gay men have neat hair and no long hair.
6, light makeup, not heavy makeup, long nails, painted with colored nail polish.
7. Slippers, vests and shorts are not allowed on campus.
8. When going out, you should wear casual clothes, and you are not allowed to eat in the canteen or go in and out of other public places.
Fourth, the hospital behavior civilization norms
1, dignified behavior, generous walking, no flirting, no fighting, eating and smoking while walking.
2, meet colleagues or familiar patients and guests from other units, should take the initiative to make polite gestures or greetings.
3. Bicycles must be carried when entering the campus, and placed neatly in the designated place. Don't pile up sundries at will.
4. Take care of publicity facilities and environmental greening and beautification, and do not destroy publicity materials. Don't post notices everywhere.
5. Give warm and cordial guidance to patients who ask for directions, and take the initiative to help rescue patients in case of accidents.
6, in addition to the rescue work needs, take the elevator should let the patient.
Five, answering the phone civilized norms
1. Answer the phone with friendly attitude and civilized language.
When answering the phone, you should use words such as "Hello, Department", "Please wait a moment", "Sorry, he is not in" and "Please call back later". No rudeness, no swearing.
3. When answering the phone, the language is concise and no overtime calls are made.
4. Take care of the telephone equipment, and don't throw the phone about. In case of failure, timely maintenance.
5. When answering the phone, don't talk loudly, and don't call others to answer the phone loudly in the ward.
6, should turn off the phone at work, the phone is set in a state of vibration, not to answer the phone during rounds and treatment operations.
Six, a single day list issued specifications
1, the first list: "Hello, (address), this is your list for one day, and all your hospitalization expenses are reflected in this list. I am your responsible nurse, my surname is * *, you can ask me if you don't understand anything. "
2. Distribute the list regularly: "Hello, (address), your daily list. The deposit is lower than that in 200 yuan, which will delay medication. Please pay in time. "
3, answer questions from patients or their families:
3. 1 "* Nurse, I paid a deposit of 1000 yesterday. Why didn't you persist for a day? ""You see, it's like this. When I first entered the hospital, there were more routine and special inspections, and I spent less money in the future. "
3.2 "* Nurse, why do I have 6 bottles of mannitol on my list, and I hit 3 bottles a day?" "If it is a routine medication, the doctor will open it for 3-5 days at a time. Of course, we sometimes make mistakes. If you don't trust, you can put
Some bottles were added together, "I immediately compared them with the medical records." "or" Sometimes, for example, if your deposit is lower than that of 200 yuan, you can't transfer money to get medicine. Prescriptions can only be transferred after a deposit is paid, so that two or even three days of drugs will appear on a list. "
Seven, infusion patrol service specification
1, when patients are undergoing intravenous infusion, they must carry out bedside infusion patrol card, which requires immediate operation after completion.
2, take the initiative to patrol each tube of liquid on time, to establish the trust of patients, so that patients feel at ease. First-level nursing patients should be visited at least once every 1 hour, and second-level and third-level nursing patients should be visited once every 1-2 hours.
3. Pay attention to observe whether there is liquid extravasation during patrol. If the local tissue is swollen and the imported liquid is harmful to the skin tissue, effective measures should be taken immediately and reported to the head nurse and nursing department.
4, such as patients with infusion reaction, in addition to the conventional measures for rescue, should immediately notify the bed doctor and head nurse for rescue.
5, do a good job in the psychological care and life care of infusion patients, for patients with difficulties, help patients eat, help wash their hands before meals, set tables and tableware, and pay attention to ask if they need drinking water and using toilets when patrolling.
6. If the rice bowls of individual patients after meals are found during the inspection, they should be recovered in time.
Eight, night patrol service specification
1, before turning off the lights at night, nurses should patrol and urge visitors to leave the ward, urge and assist patients to make preparations before going to bed, check and rectify the order of the ward and the placement of articles.
2. Turn off the lights in each ward on time, turn on the floor lamp or wall lamp, and adjust the air conditioning switch to the appropriate position to ensure the indoor air and temperature are appropriate.
3. Night patrol should be "four lights" to create a good rest environment for patients.
4, according to the requirements of graded nursing patrol ward. Critical and first-class nursing patients should observe the changes of consciousness, pupil, blood pressure, pulse, respiration, body temperature and condition. If you find anything unusual, you should take effective measures quickly and report it to the doctor immediately.
5, infusion patients according to the "infusion patrol regulations" system.
6, patrol to understand the patient's sleep, for those who have difficulty falling asleep to understand the factors that affect sleep, and give help, give sedatives when necessary.
7. For patients with mobility difficulties and bedridden, they should turn over and pat their backs on time to assist in drinking water and going to the toilet.
8, strengthen the ward management, strict checks, ensure the ward clean and quiet.
Nine, ward nursing group shift specification
First, early shift
1, night shift nurses should be prepared not only for patients and illness, but also for the surrounding environment before their shift.
2. The head nurse entered the ward for rounds 15 minutes in advance to learn about the critical condition, rescue and operation.
Check the implementation of various nursing measures and the work of night nurses.
3. The responsible nurse entered the ward 15 minutes in advance to check the patients in charge. Understand the rescue, critical, postoperative.
That is, the patient's condition changed that night.
4, where there is a rescue patients or intensive care patients, bedside to leave a nurse to observe the condition.
5, shift, nurses should be cautious and full, posture, concentration, are not allowed to answer personal phone calls or do other.
Work.
6, nurses should be familiar with the content of succession, detailed report and highlight the key points. Succession order:
6. 1 Report all written contents in the log book.
6.2 Report the situation of intensive care.
6.3 Report the matters that general patients in the ward need to pay attention to.
6.4 Report other situations found in the night shift inspection.
6.5 The head nurse will ask questions at the morning meeting.
6.6 The head nurse comments on the quality of night shift handover and the completion of night shift work.
6.7 The head nurse briefly conveyed the new regulations or meeting spirit of the hospital and nursing department about nursing work.
6.8 bedside handover to visit patients. Key examination: consciousness and vital signs; Wound dressing, drainage tube; Body position; Liquid; Fragile parts of the skin; Diet and medication; Completion of morning care.
6.9 If the work of this class is not completed or does not meet the requirements, it should be corrected before coming off work.
2. Handover of other shifts: The contents are basically the same except the shift change time.
Ten, postoperative patient specification
When the operating room shuttle bus comes to pick up the surgical patients, the nurses should actively cooperate and do the following work:
1, inject drugs before operation according to the doctor's advice, and clip the results of skin test and the implementation of the doctor's advice list before operation in the medical record.
2. Check whether the patient has replaced the patient's underwear. Remove dentures, hairpins and valuables.
3. Go to the bedside to check the ward, bed number, name, operation name, etc. With the operator.
4, hand over to treat the operating room shuttle items, drugs, etc. After checking, both parties sign the handover form of the surgical patient.
Sign.
5. To give patients proper psychological comfort, nurses must escort patients to the elevator.
Eleven, send surgical patients
Surgical patients should be escorted back to the ward by the surgeon and shuttle bus, and the surgeon should bring medical records to the nurse station to inform the nurse on duty. Nurses should bring sphygmomanometer and stethoscope to the bedside, check the ward, bed number and name, cooperate with doctors and shuttle bus attendants, and put patients on the bed safely. After measuring blood pressure, pulse and respiration, add them to the handover list of surgical patients, which requires:
1, the anesthesiologist or surgeon should explain to the nurse on duty the patient's situation during the operation and the matters needing special attention after the operation.
It matters a lot.
2, check the wound site, drainage tube, infusion, skin compression parts, and so on and so forth.
3. Carefully connect each drainage tube and fix it correctly. If a special drainage tube cannot be connected, please consult a surgeon.
* * * with handle. If the patient is upset, fix it with a bed rail or restraint belt.
4, introduce the name of the nurse on duty to the patient's family, if there is any situation, how to call, notify the nurse to the bedside. Seriously, by going up one flight of stairs.
Class to do a good job of handover.
5. After the handover is correct, both parties shall sign the handover form of surgical patients and keep it in the medical records.
6. Give patients appropriate psychological comfort, and explain the postoperative lying position, wound, drainage tube and pain to patients and their families.
Management methods and so on. Respect patients' complaints, give patient answers to patients' family members' questions, and help solve practical problems in time.
Twelve. Civilized norms of assembly
1, arrive at the scene on time, sit at the designated position, and don't be late or leave early.
2. Dress according to regulations.
Step 3 sit up straight.
4. Keep quiet and don't whisper.
Don't read books, newspapers and magazines unrelated to the meeting.
6. Don't doze off.
7. No drums, no boo.
8. Don't litter.
Section 2 Language Service Specification
First, the basic rules of nurse language norms
1. Normality: clear language, accurate meaning and easy to understand.
2. Confidentiality: Pay special attention to the patient's privacy and tell him frankly or tactfully according to the patient's specific situation.
For the sake of secrecy.
3, emotional: sympathy, sincerity, respect, avoid using irritating language, can not blame the patient.
4. Pay attention to the discretion of language: the psychological expression of nurses should be moderate, not too exaggerated and intimate, but natural and steady.
Second, everyday polite expressions.
1. When answering the phone: Hello! I am * * ward.
2. When meeting people and waiting for things: use "please", "thank you" and "hello".
3. Farewell: Goodbye! Please go!
4. Three-character Classics of Civilization and Politeness: Be a nurse, love patients, send warm, and solve troubles; Equality, mutual love, rejection of property, forever.
Non-stick; Be careful, don't be rude, set an example and keep it in mind.
5. Service taboos