Every year, I receive pennants from patients all over the country, and over time a large box is filled. However, only these two "complaint" pennants impressed me the most. From the beginning of misunderstanding to understanding, from complaint to praise, why is there such a big reversal behind it?
Complaint 1
Aunt Cui, who lives in Wuchang, has been operating on varicose veins for a week and is recovering well, and she came for a follow-up with her daughter. It was originally a happy thing, but because there were too many people in the outpatient clinic that day, there was a big episode.
It turned out that Aunt Cui's daughter was in a hurry to go to work and wanted to send the pennant to the clinic as soon as possible, but due to the large number of people in the outpatient clinic that day, Aunt Cui's daughter was in a hurry to go to work, and she couldn't wait to go directly to the complaint department**.
From the perspective of the aunt's daughter, there is nothing wrong with this matter, and it may only be a matter of a few minutes, and it will not be delayed for too long; From the standpoint of other patients, everyone has to wait for the number, and it is not a hurry, and there is no priority to send a pennant;
There is nothing wrong with the department, compliance numbering, patient explanation, but it backfired. Fortunately, after the last communication, the mother and daughter figured it out, and still chose to wait outside the door, and finally handed me the pennant.
Complaint 2
Master Zeng, who lives in Hanyang, came to have minimally invasive surgery for varicose veins not long ago, and everything was normal after the operation. I was already happily going back to the ward to rest, but because I was afraid of "causing trouble" to the doctor, there was a big misunderstanding.
It turned out that after the operation, the bandage on his leg was slightly tightened, and after the anesthetic dissipated, he felt some pain in his heel. He felt that the doctor's work was already very hard during the day, and he was embarrassed to disturb the medical staff in the middle of the night.
Unexpectedly, after a night, the pain became more and more intense, and the heel was swollen. It wasn't until the next day that I felt better. He thought that the doctor had tied him too tightly, which caused his feet to be swollen and painful, so he complained to me.
Standing in Master Zeng's perspective, the doctor shouldn't have wrapped his bandages too tightly. From the doctor's point of view, the patient did not report the problem, it was a normal operation that was compliant, and should not receive complaints.
Finally, through communication, I also explained the reason to Master Zeng. There are very few patients like Master Zeng who experience discomfort after surgery due to bandage problems.
Since the anesthetic is not completely dissipated after the operation, the patient cannot accurately express to the doctor what he feels on his leg, and the tightness of the bandage is not foolproof based on the doctor's experience and feeling alone. So after Master Zeng figured it out, he also brought us a pennant when he was rechecked half a month after surgery.
It's just a matter of loosening and tightening the bandage, but it reflects the problem of communication barriers between doctors and patients. In order to allow patients to express their discomfort or doubts without worry, I ask our medical staff to take the initiative to ask about the patient's condition and establish a communication group with the patient. Even if it's just a minute more to talk to the patient, the tone should be softer so that the patient feels treated patiently;
While encouraging the patient, if you feel that the bandage is tight, ask the doctor to help loosen it, and ring the bell when you want to go to the toilet at night, and don't be afraid to trouble the doctor. "After a long time, trust and tacit understanding will be formed between doctors and patients, which is a very good guarantee for patients to guide their postoperative recovery. ”
Good doctors are good patients, and the understanding and trust of patients have always supported us. Although many patients with varicose veins only spend a short night in the ward, I hope that when they think about this experience, they will have a little bit of good memories.
Dr. Chung Ruolei Varicose veins of the lower limbs