prophylaxis医患沟通技巧 ppt课件

,医患沟通技巧,Updated by:25 Mar. 2014,MOTIVATION 如何激励病人复诊？,Principle 原则 舒适的治疗可以提高复诊的可能 Making treatment as comfortable as possible 明确的疗效可以帮助病人建立复诊信心 Gain patients confidence 牙医和护士要学会从病人角度考虑 Importance of empathy,MOTIVATION 激励病人,当病人认为治疗费用太高的时候，如何鼓励病人接受治疗？ How can you get your staff to encourage patients when they, themselves, think your fees are too high? 如何和病人快速建立起默契和信任关系，减少病人恐惧，并指导患者和他们的家 属作出积极的决定，以改善他们的身体健康和外貌-哪怕病人没有这个预算。 They are missing valuable skills that would assist them in building rapid rapport and trust, reducing fear, and guiding patients and their families to make positive decisions about their health and appearance - particularly when the patient is going out of pocket. 尽量将电话变为会面-语气不要咄咄逼人，让员工从“卖东西”转变为“对病人的教育和激励”。保证您的治疗是合理的最佳方案。 To: Convert calls to appointments and consultations to procedures - without sounding pushy. “Shift their perspective from “selling“ to “educating and motivating.”,COMMON WORRY 病人的普遍担忧 !,呆在安全的那边，我们先来用X光照一下你的钱包,MOTIVATION 激励病人,激发和维持病人主观意愿的4个步骤 Creating and maintaining patient motivation is a four-part process. 第一步： 帮助病人清楚的看到自己现在的牙齿情况和问题，可以通过: Part One : Helping the patient to clearly see their current dental condition or problem Can be achived through 口内单颗牙片-最有效 Intra Oral Camera Most Effective 菌斑染色剂 Disclosing agents X光片 Radiographs,可以给病人看具有相似状况的其他病人照片 Other patients photographs with similar conditions 和他/她自己的口腔作比较 Comparisons within his / her own mouth,EMS , Library,MOTIVATION 激励病人,Importance of Part 1 第一步的重要性,第一步： 激励最主要的目的是：让患者认识到他们目前的牙齿状况有问题或者对外观不满意，这是激励最大的挑战 Unless the patient is bothered by the appearance of their teeth or has discomfort, this can be the biggest challenge 员工在病人初诊和复诊前先把口腔状况照片打印出来 A staff member makes several photos and print them before the initial or recall exam. 在检查前先让病人回顾照片Let patient review before actual exam. 这是让患者了解自己牙齿存在的问题的有力方法和证据。 This is a powerful method of getting patients to see their existing dental condition. 当然对初诊时就有明确主诉的病人，第一步就相对很简单除非他们还有很多自己没有意识 到的问题。For patients who come in with a specific complaint, Part One is relatively easy unless they have several other problems of which they are unaware.,MOTIVATION 激励病人,第二步: 这时候可以告诉病人如果不治疗的话，他的牙齿会发生什么问题（用循证医学数据证明） This is the time to tell your patient what you predict will happen if they do nothing to treat their problem. 这时先不要谈论治疗No discussions at this point on treatment. 这一步是很关键的，因为就诊的动力或者意愿是由通过比较不治疗会发生什么和选择治疗会得到什么好处而的产生的。 This step is critical because motivation or desire is developed by comparing what will occur if no treatment is done in comparison to the benefits to be gained by choosing to go through treatment.,MOTIVATION 激励病人,第三步： 这时候描述治疗的好处而不是治疗本身To describe the benefits of treatment, not the treatment 就诊意愿不是来自知道医生将采用什么治疗，它来自病人知道通过治疗他们会获得 什么好处。But motivation doesnt come from knowing how you are going to perform the treatment; it comes from the patient knowing what they will get from the treatment. 鼓励病人通过电话或者回访时的讲述，来了解病人通过治疗获得的好处和体验的第 一手资料。Make patients speak by telephone or meet patients who have been treated to get a first-hand account of the benefits and experience of certain treatments. 对病人的激励贯穿于整个谈话过程中，到第三步结束我们会发现激励是否有效。 Motivation to go through with treatment will either be present or not by the end of Part Three. 如果病人看到治疗带来的好处，那么他们会对于第四步治疗感兴趣。 That is, if the patient sees the value in the benefits of treatment v/s their current condition, they will be interested in knowing about Part Four.,相同问题前后对比的照片在激励病人中起到很重要的作用，帮助病人产生治疗带来利益的印象。 Photographs play a big role; specifically, before-and-after pictures of patients who had similar problems can be very helpful in getting patients to see a clear image of the benefits of treatment. 如果他们没有发现治疗带来利益的价值，那么说其他任何话都没有意义。 If they dont value the benefits, nothing else you can say will likely have much impact.,EMS,Library,MOTIVATION 激励病人,第四步： 讨论具体的治疗方案Discuss the actual treatment options. 这个时候可以讨论具体的治疗方案了。 It is at this time that the actual treatment plan is chosen. 请注意在此之前不要讨论治疗方案，因为之前患者对治疗缺乏积极性，他们不了解治疗的好处以及不治疗的危险。 强调治疗方案的科学性，可以用循证医学证据证据。 It is critical to not present the plan before this because you will be presenting to an unmotivated patient who will not understand the benefits of treatment or the risks of no treatment.,MOTIVATION 激励病人,MOTIVATION激励病人,以上4个步骤已被证明激励病人接受治疗是非常有效的。 Above 4 steps has proven highly effective in getting patients to commit to interdisciplinary care. 可以预期的治疗结果保证了患者在整个治疗过程中保持治疗意愿。 It is this commitment to the intended outcome that helps patients stay motivated throughout the course of treatment. 另一个有用的工具是使用复诊及负责医师的时间表,让患者自己记录时间表。 Another helpful tool is to create a sequence and timetable of appointments and therapists that the patient as well as everyone involved in their treatment can keep. 这样病人可以自己监测治疗进展，加强了每个治疗步骤的疗效的可见性。 This way, everyone can monitor the patients progress from beginning to end and reinforce the final vision at ea