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How to understand the service pattern “the patients are in the center
What the hell is “the patients are in the center”? The differences of understanding will cause different actions and measures, even the final effect.
1. Understand patients Understand patients as a whole. The patient is an entire person who could not be divided, not the simple addition of body, spirit and society. Knowing about an entire person must know about his entire backgrounds and relations, his characters and functions of each part, which organizing him. Finally you should know about the relationship, effect and result among body, spirit and society.
The patients have emotion and demand，the human life is priceless and should be respected and protected specially. The doctor’s work property decides his task to protect and save others’ life. As a special person, the patients have a lot of special requests in emotion; emotion support is the most effective way for patients to recover. The patients have the equal dignity and rights as doctors, the doctors often act the roles of authority and the persons who make decisions, which make patients not contact with doctors equally, so the patients’ dignity and rights could not be respected. Only making friends with patients, contacting with them equally and setting up equal relationship that we respect and care each other can we respect patients’ dignity and rights enough.
The patients have subjective initiative. But in the traditional idea, the patients usually act the role of passive receiver; following doctors blindly will decrease the treatment impact, efficiency and effectiveness. In fact, the patients themselves have the potentiality to recover; only exerting patients’ subjective initiative can mobilize recovery potentiality of themselves. Therefore, doctors should exert patients’ subjective initiative by educating, referring and helping to make patients be the person who can solve their own problems.
Every patient has personal tendency, each of them has different problems, because every patient and his position are different, a same disease on different patients will have different reactions and meanings. So we should take care of the patients personally.
2. Understand patient role The patient role is that it is divided from normal crowd and in the sick condition, the role of seeking treatment and curing actions. When someone gets sick, his identity and role in society will be changed, showing the actions matching his role.
3. Know about entire background of patient’s treatment The patient’s entire backgrounds include social background, community background, family background and personal background. Knowing the background materials overall could not be accomplished in just one treatment, but should be accumulated in constant service; we need to set up friend relationship with patients to know more background deeply and overall.
4. Know about the patient’s expectation to the doctor The patient comes to treatment with expectation of the doctor, the patient’s satisfied degree of treatment is up to the degree of doctor’s satisfactory to the patient, but the patients will be unsatisfactory when they have higher expectation.
5. Know about patient’s need The person’s needs are in different levels, it could be divided into 5 levels from the top to bottom: physiological need, safe need and ascription need, as well as love need, dignity need and the need to come true themselves. The need that is more lowclass is much stronger, once the super need forms, which will overwhelm other needs.
6. The doctor should know about the disease causality of patient and health belief pattern The disease causality is the patient’s opinion on his disease, the theory basis of explaining his disease. It is affected by personal culture, family, religion and social background. The patient usually tells his disease according to his disease causality, often stress the clue that support his disease and ignore other clues. The health belief pattern is the value opinion of him, reflecting the care degree of human’s health. It affects compliance of people’s medical warning, the cooperation degree between patient and doctor, as well as the patient’s reaction to the diseases.