The Xinxi Newspaper reported Modern Cancer Hospital Guangzhou which dealt
with a good relationship between doctors and nurses. The content was translated
as followed:
“Patients Recognized Us Because We Stand for Them”
“Contradiction”is one of the heated topics between doctors and patients.
The frequent conflicts make the relationship between doctors and patients
tensed. Patients do not trust doctors while doctors are on guard against
patients. However, when walking into Modern Cancer Hospital Guangzhou, we can
feel love and care in the warm and harmonious atmosphere there.
In the fresh summer morning, you can see a middle-age man sitting under a
pavilion in the hanging garden of Modern Cancer Hospital Guangzhou. The man took
drawing pen and drawing-broad and face-to-face sat with a gentle nurse with
smile face. The man lost himself in drawing the happy nurse. Another nurse found
this “escaped” cancer patient and gave him medicine; the director of impatient
area came to the hanging garden with the doctor team and checked his condition.
All the people left the patient and the nurse alone. Sometimes the doctors or
nurses passed by but they did not brother them. The warm morning sunshine went
through the leaves and settle on them. Life was sedate, harmonious and warm in
Modern Cancer Hospital Guangzhou.
You can see this harmonious and warm sight everywhere in Modern Cancer
Hospital Guangzhou. A research showed the patients’ satisfaction reached to
95.1%, which was an amazing rate in medical field. One of the reporter asked how
did you gain such incredibly recognition when the relationship between doctors
and patients was tensed at present. President of Modern Cancer Hospital
Guangzhou, Wang Huaizhong, said, “Patients recognize us because we stand for
them.”
Due to Good Efficacy of Treatment Modern Cancer Hospital Guangzhou Received
10 Thank-you Letters in One Month
In May 2015, there was a touching scene, which showed in Modern Cancer
Hospital Guangzhou. A 50-year-old man gave a thank-you letter to the nurse and
held her hands tightly, “Due to your advanced technology and your love &
care, my mother finally sleep tight. And I feel relieved, too. Thank you so
much!”
This letter was written by Auntie He, who was over 70 years old. She had
nerve headache and cerebral arteriosclerosis and she took heart stents
implantation, which made the heart rate low and insufficient blood flow in the
brain so she suffered from severe headache, insomnia and weakness. After taking
treatment by chief physician, Jiang Xilin, families of Auntie He surprisingly
found that Auntie He turned to better mental condition and she did not feel
painful and slept well. What’s more, she became happy and spoke fluently and
walked quickly. All the families felt relieved. Her son sighed, “She seems to
return back to 20 years ago.” Auntie He realized that Modern Cancer Hospital
Guangzhou brought her good treatment and happiness so she wrote a two-page
thank-you letter. She said, “You saved my life so I must write a letter to
express my gratitude to you!”
The mission of hospital lies on saving people’s lives. When patients go to
hospital with “problems”, the key of building trust between patients and
hospital lies on whether doctors can solve their “problems”. No matter patients
are men or women, the old or the young, from home or abroad, they write
thank-you letters to Modern Cancer Hospital Guangzhou because they solve their
“problems”. Nowadays, patients and doctors are so tensed that some strange
events happen. For example, medical practitioners wear helmet to work; doctors
get down their knee to patients. In fact, to solve the tensed relationship
between doctors and nurses, doctors need to improve their medical skills and
hospitals need to increase their level of diagnosis and treatment, which take
competent medical practitioners, technology and machines as center so as to meet
patients’satisfaction.
Doctors Take off the Cool Mask and Have a Fair Conversation with
Patients
Luo Chunyun, 21 years old, was pregnant before getting married. Walking
into the consulting room of Director Lin Sanming, she was nervous and delirious.
She still remembered that last time she went for inspections in other hospitals,
the doctor was cruel and ironic so she worried that she had to face up the
embarrassing scene in this hospital again. However, after knowing her result and
patiently asking her condition, Director Lin consoled her in a soft voice and
suggested her discussing with families. Finally, Luo Chunyun relieved stress and
listened to families’suggestion to receive the surgery. When she woke up after
surgery, Director Lin amiably asked for her feeling and conditions. At this
time, she cannot help crying. Since she had been pregnant accidentally, she was
worried and afraid of talking to friends but in Modern Cancer Hospital
Guangzhou, she felt warm and grounded.
The director of medical department in Modern Cancer Hospital Guangzhou,
Yang Gang, said that when patients went to hospital, medical practitioners
needed to take respect to them and provided them with effective treatment.
Nowadays, China medical service stays in a severe condition that demand has far
outstripped supply of doctors. With the intense contradiction of demand and
supply, doctors easily feel sense of superiority so they may choose patients or
neglect to take respect to patients. “In here, we make a practicable
administrative method.”, said Director Yang. In Modern Cancer Hospital
Guangzhou, there is a principle of civilized service, which demands that medical
practitioners put “civilized stethoscope” and pay attention to patients’need.
What’s more, some society people are hired as supervisors of medical ethic and
medical culture, who take investigation openly and secretly so as to normalize
the doctors’behavior.
In 2014, Modern Cancer Hospital Guangzhou implemented JCI system.
“patient-centered” as the key concept of JCI was inculcated to all staffs. Now
all the medical practitioners are fresh with new style. Doctors and nurse listen
to and pay attention to the demand of every patient and the patients claim that
medical practitioners’ service are more thoughtful.
Thoughtful and Humanistic Care & Doctors and Patients Are a Family
At the end of 2014, in the annual meeting of doctors association in
Guangdong province, Wang Huaizhong, the president of Modern Cancer Hospital
Guangzhou, wrote a featured paper Practice and Exploration of Elaborated Service
to International Hospitalized Patients, which was awarded the fourth place,
excellence prize, in paper selection. This paper symbolizes that Modern Cancer
Hospital Guangzhou stands in an outstanding place in practice and exploration of
elaborated service.
Humanistic care in Modern Cancer Hospital Guangzhou appears in the daily
duty of medical practitioners. It also forms a humanistic care system to take
care of patients in every aspect. There are more than 60 innovative and
humanistic value-added services in Modern Cancer Hospital Guangzhou, including
clothing, food, housing, transportation, health, language, entertainment,
traveling, festival ceremony, ethnic culture, religious belief, etc. Modern
Cancer Hospital Guangzhou not only spares no effort to satisfy patients’need but
also extends humanistic care to patients’families and provids free body check
and recreation, etc. so that they can take care of patients to maintain a good
physical and mental condition. Department of customer service in Modern Cancer
Hospital Guangzhou said, “Patients go to hospital for treatment and they are
taken as the members of vulnerable group so we need to take care of them and let
them feel the sincere care. Patients build trust with doctors and their
relationship is harmonious.”
All staffs not only are responsible to their duties but also take the
patients as friends and families. Dr. Hu in 7th floor knew a little Indonesian
patient did not have a suitable cloth so she brought a dress for her after work;
an English interpreter, Chen Haijun, in order to find a sword to a patient for
performance wandered many streets; A Thailand cancer patient had a difficulty on
money so the staffs brought him nourishment and organized an activity to raise
fund for him.
Staffs got payment for their effort. Mr. Ma, 82 years old, wrote three
thank-you letters to nurses to praise their thoughtful service; a Thailand
patient, ANAMIDA, cooked local food for doctors and nurses to show her
thank-you; two Laos patients cooperated to make a cross-stich and gave it to
hospital. Doctors and nurses harmoniously get along with patients; they are a
family.
One writer takes hospital as a battlefield without smoke of gunpowder. That
is true. Doctors and patients are comrades in arms to fight against disease. In
the battles, comrades may meet with difficulties and have some misunderstandings
but when they deal with them in a proper way, they still can get a good result.
The recognition of patients not only is the affirmation and encouragement to
Modern Cancer Hospital Guangzhou but also takes a good example under the tensed
relationship between doctors and patients and leads a good way to deal with
doctors-and-patients relationship. Do not forget the original aim and you will
achieve it one day.
Editorials:
“Doctors and patients are comrades in arms; diseases are their common
enemies.”However, there were some unfortunate accidents that patients hurt and
killed doctors so the relationship between doctors and patients were tensed.
Patients think that it needs to wait for a long to see a doctor and doctors do
not treat the patients carefully and with expensive medical costs while doctors
consider that the work is hard with low pay and they also need to face up with
some complaints. The dissatisfaction of patients and the predicament of doctors
are worthy of sympathy but there is no winner in the contradiction between
doctors and patients. To relieve the tensed relationship, both doctors and
patients need to change and make effort.
Doctors are mainly cultured with theoretical knowledge and practice but
without humanistic care. In busy work, many doctors are interested in the
“disease” but not “patients”. An excellent doctor or nurse need to convey the
professional knowledge with easy-to-understand words to patients and also need
to treat patients with love & care as a family so as to gain trust of
patients; patients need to understand doctors’ hard-working and take respect to
doctors. What’s more, patients need to understand the limits in medical field
and do not take medical treatment as a business. Mutual communication and mutual
respect help avoid contradiction between doctors and nurses.