创新义工服务模式 构建和谐医患体系——以全国首家义工“幸福银行”为例

Creation of a New Mode of Volunteer Service to Build the Harmonious Doctor-Patient System——Take Chinese First Volunteer “Happy Bank” as an Example

为破解医患关系紧张、医院服务粗放、病人看病"三长一短"等难题,2011年,广东医科大学附属医院从加强公立医院医务社工和志愿者队伍专业化建设、完善社工和志愿者服务的角度另辟蹊径,创建了国内首家义工"幸福银行"。该"银行"以国内首创的"1+4"五工联动(医务社工+医护义工、党员义工、学生义工、社会义工)医务社会工作模式为创新点,建立了提高医患沟通技巧与能力的培训体系,规范了志愿者的服务流程及标准,在填补医患沟通不足,提高医患满意度,创新医患沟通形式等方面作出了有益探索。

Because of the tense doctor-patient relationship,the extensive services of hospital,and the difficulty in getting medical service,Affiliated Hospital of Guangdong Medical University founded the first Volunteer Happy Bank in 2011,in order to strengthen the professional construction of public hospital's medical social worker and volunteer teams and perfect the service of social worker and volunteer.The“bank”created the first“one plus four”alliance(medical social workers+medical volunteers,party member volunteers,student volunteers,social volunteers)operating mode of medical social work.Meanwhile,the“bank”built the training system improving the communication skill being used to deal with the doctor-patient relationship,and it standardized the serving procedure and the criterion of volunteers.Since its foundation,the“bank”has made a lot of useful explorations.It has filled the gap existing in the doctor-patient communication,increased the doctor-patient satisfaction,and innovated the mode of doctor-patient communication.