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The patient is the service center – Photo: HOANG LOC
This model helps us to have a model of civilized behavior and cultural expression of the unit. In addition to professional quality, we also have a culture of communication and a compassionate heart.
Associate Professor Pham Thi Ngoc Thao – Deputy Director of Cho Ray Hospital
The model of communication between medical staff and patients applied successfully in US hospitals has been applied at the Cho Ray Hospital in Ho Chi Minh City. Can this model be replicated in other hospitals?
“Hello sister. I’m the assistant Hoa, I’m in charge of changing your sheets and cleaning your clothes today” – the assistant smiled, knocked on the door and entered room number 1 of the general department. (Cho Ray Hospital), where a patient is treated.
“Did you sleep well last night? Does your incision still hurt a lot?” With only gentle questions from the assistant, the patient’s pain lessened a bit.
Hospital change “Thinking”
For the first time, the “WELCOME-WHO-THIS-KNOW-O” model of communication between medical personnel and patients successfully applied in US hospitals has been applied at Cho Ray Hospital, HCMC. .
It is expected that a rare image found in many public hospitals in our country “will be seen more frequently”, especially after this model is applied by the Cho Ray Hospital.
“My mother has been waiting 3-4 hours from the morning until now, but she has not had surgery yet,” the relative of a patient knocked aggressively on the door of the procedure room of the intervention department (Cho Ray Hospital) to search a doctor. It should be. As if understanding that concern, the nurse smiled and invited the family to come and listen to the explanation.
Contrary to some of the images usually found in overcrowded medical facilities, it is the explanation through the loudspeaker, the lack of delicacy … what is easy to see in this communication model is to shorten the distance, increase empathy between the medical staff and the patient, the patient’s family.
Both the sick person and the medical staff will understand who they are interacting with; They were asked questions about their professional process, especially they were treated with care. The beginning or end of every communication always has the word “thank you” or “sorry”, which is the “bottleneck” that relieves work pressure, pain and illness for both medical staff and patients.
Ms Pham Thi Ngoc Thao, Deputy Director of Cho Ray Hospital, said that in recent years, the unit has stepped up implementation of “renewing the style and service attitude of health workers towards human satisfaction.” sick”.
This model will be replicated in specific departments and departments, especially in entrance parts such as protected areas, parking lots, emergency clinics and primary patient reception units.
Shift from grace to service
Given the model that the Cho Ray Hospital is applying, according to research since 2015, the Ministry of Health has implemented a plan to “renew the style and attitude of service of health workers towards patient satisfaction”, thus requiring 100 % of common and serious medical examinations and treatment facilities to implement seriously.
However, according to the actual Tuoi Tre survey, this plan has not been effective so far, especially there are many opinions that it is not feasible in the overcrowded hospital situation.
“Changing the service attitude of the medical staff also contributes to the brand of the unit. But with the overload, the low pay, and the pressure to work hard make it very difficult. It is difficult for medical staff to explain it carefully, not to mention the communication attitude, sometimes depending on the difficult nature of each person, ”shared a leader from a hospital in Ho Chi Minh City.
Faced with the communication model between medical staff and patients applied at Cho Ray Hospital, he said that it is a common wish of the health sector, but based on the current situation, not all hospitals can do it. Application: “This model, I foresee, can only be applied in departments with service trends such as specialized clinics, high-quality clinics or private hospitals.”
Meanwhile, an emergency doctor thinks that all communication is good or does not require two sides (patient – medical staff). “Of course, the medical staff are also tired and make mistakes sometimes. But sometimes I see sick people, relatives are very rude. They yell, even hit medical personnel, causing all communication to be cut off. so meaningless. “
Ms. Bui Thi Thu (30 years old, living in District 9) during a visit to the Ho Chi Minh City Ear, Nose and Throat Hospital, was guided by a smiling attendant, and also wrote poems and sang to listen. has left a bold mark. “I wish there were so many nurses like this in the hospitals, life would not be easy, how the sick would reduce their pain,” said Thu.
By sharing about the feasibility of the communication model applied for the first time in a hospital in Vietnam, Mr. Nguyen Tri Thuc – Director of Cho Ray Hospital – hopes to deliver high practical results “it should not be an empty theory”.
“This communication model has been applied successfully in US hospitals for more than 10 years, so the practicality is very high. And all communication activities are aimed at solving problems, each specific situation. medical staff, including patients, are experimenting on a daily basis at the hospital, ”said Dr. Thuc.
Instead of thinking of patients as blessed
Former Minister of Health Nguyen Thi Kim Tien stated this when implementing the plan to “reform the style and attitudes of health workers towards patient satisfaction” earlier (2015).
Ms Tien said: “The health sector must be comprehensively reformed in its service style and attitude. If in the past, many members of the medical staff and staff thought that patients came to the hospital to seek a medical examination Patients, as blessed, this mindset must be changed immediately.
The patient goes to the hospital without asking for anything, the patient pays himself or the health insurance pays him. Not to mention that when patients come, doctors and physicians can practice, but without them, they will be unemployed ”. According to her, the patient is the client, the center, so the hospital has to attend. Service patient.
The “hello-who-then-gratitude” communication model is based on the AIDET model, which includes:
A: Recognize – put relationship (hello)
I: Introduction – self-introduction (who)
D: Duration – information about time (time)
E: Explanation – explain (know)
T: Thank you, thank you (thank you).
