目 录>>

第一篇 服务礼仪规范>

礼仪的概念及构成要素··························································································· 01

礼仪的基本内容及具体划分···················································································· 01

礼仪的特征············································································································· 01

礼仪的原则············································································································· 02

护士应具备的形象·································································································· 03

在临床工作中推广护士服务礼仪规范的重要意义····················································· 04

在临床工作中推广护士服务礼仪规范的具体实践····················································· 05

第二篇 行为文明规范

上海市“七不”文明规范························································································ 07

医德规范················································································································ 07

病区文明规范········································································································· 08

仪容仪表文明规范·································································································· 08

服饰文明规范········································································································· 09

院内举止文明规范·································································································· 09

接打电话文明规范·································································································· 09

输液巡视服务规范·································································································· 10

夜间巡视服务规范·································································································· 10

病区护理组交接班规范··························································································· 11

接送手术病人规范·································································································· 13

集会文明规范········································································································· 14

会晤文明规范········································································································· 14

第三篇 语言服务规范

语言服务规范总则································································································· 16

护士语言规范的基本规则······················································································· 16

日常礼貌用语········································································································ 16

病区护士日常用语································································································· 17

门诊护士日常用语································································································· 20

手术室护士日常用语······························································································ 20

第四篇 培训工作规范

有效运用体势语言································································································· 21

准确理解他人体势语言·························································································· 21

体势语言训练要点································································································· 21

文明服务礼仪示范员评选标准················································································ 23

文明服务礼仪示范病区评选标准············································································ 23

护士语言及形体考核标准······················································································· 23

第五篇 护患沟通表达方式

护理理念··············································································································· 25

护理部护理理念······························································································ 25

护理组护理理念······························································································ 27

护理人员护理理念·························································································· 27

护患沟通的语言要求······························································································ 28

护患沟通的服务要求······························································································ 29

关怀式健康宣教····································································································· 30

倾听病人心声································································································· 30

节假日慰问·····································································································