任务四医院护士与患者家属的沟通情境一住院患者欠费时的沟通课件.pptx

任务四医院护士与患者家属的沟通情境一住院患者欠费时的沟通Task4CommunicationbetweenhospitalnursesandpatientsfamiliesScenario1Communicationwheninpatientsareinarrears主讲人：刘洋讲师单位：长沙民政职业技术学院Speaker:LiuYang(lecturer)Unit:ChangshaVocationalandTechnicalCollegeofCivilAffairs

情境分析Situationalanalysis

欠费时的沟通情境Communicationsituationinarrears

沟通四部案例一反馈1了解讯息反馈2判断问题沟通四部反馈3沟通应对反馈4反馈评价CommunicationDepartmentIVCommunicationDepartmentIVUnderstandingthemessageJudgetheproblemCommunicationandresponseFeedbackevaluation

患者不清楚自己的住院账户上没钱了？还是知道没钱了但是不愿意交钱？知道没有钱了愿意交钱但是经济上有困难暂时交不上钱？了解讯息判断问题反馈评价沟通应对UnderstandingthemessageJudgetheproblemCommunicationandresponseFeedbackevaluation了解讯息：UnderstandingthemessageThepatientisnotawarethattheyhavenomoneyontheirhospitalizationaccount?Doyoustillknowyouhavenomoneybutareunwillingtopay?IknowImoutofmoneyandwillingtopay,butImfacingfinancialdifficultiesandcantpayfornow?

了解讯息判断问题反馈评价沟通应对UnderstandingthemessageJudgetheproblemCommunicationandresponseFeedbackevaluation判断问题的根源在哪？患者欠费是因为刻意不缴还是经济上有困难缴不上？要探寻到欠费的本质原因Whatistherootcauseoftheproblem?Isthepatientinarrearsduetodeliberatefailuretopayorfinancialdifficulties?Toexplorethefundamentalreasonsforarrears

了解讯息判断问题反馈评价沟通应对1、换位思考2、倾听UnderstandingthemessageJudgetheproblemCommunicationandresponseFeedbackevaluation沟通技巧：Communicationskills1.Empathythinking2.Listening

了解讯息判断问题反馈评价沟通应对人文关怀humanisticconcernUnderstandingthemessageJudgetheproblemCommunicationandresponseFeedbackevaluation

是否达成有效沟通？了解讯息判断问题反馈评价沟通应对UnderstandingthemessageJudgetheproblemCommunicationandresponseFeedbackevaluationIseffectivecommunicationachieved?