医患对话语言规范化培训的探索与思考

EXPLORING AND THINKING ABOUT DOCTOR-PATIENT DIALOGUE LANGUAGE STANDARDIZATION TRAINING

目的探讨医患对话语言规范化培训的实施和效果评判。方法将我院在2012年10月。2013年1月间开展全院性医患对话语言规范化培训的具体实施的情况进行总结，分析培训后在具体工作中的效果。结果通过医患对话语言规范化培训后使医护人员在工作中都能做到使用规范性的用语；根据门急诊患者满意度调查统计数据显示培训后因医护人员服务语言不规范而引发的投诉比培训前下降20％，患者的满意度提高了1．1个百分点。结论医患对话语言规范化培训是对医护人员进行继续教育中的一门重要课程，同时也是一项长期的任务。

Objective To explore the implementation of doctor - patient dialogue language standardization training and effect. Methods To the hospital in October 2012 to January 2013 in QuanYuanXing doctor - patient dialogue language situation of the specific implementation of standardization training summary, At the same time, after the implementation effects into the analysis. Results Through the doctor - patient dialogue language standardization training medical staff in the work can do use normative terms, According to this patient satisfaction survey statistical data showed that after training for medical personnel service language nonstandard sparked by complaints fell by 20% compared to that before training, Patients＇ satisfaction increased 1.1%. Conclusion Doctor - patient dialogue lan- guage standardization training is an important subject in medical personnel to continue education, At the same time is also a long - term task.