2022年中医院员工手册 .pdf

*市中医院员工手册目录一 前言二*市中医院简介三*市中医院发展战略四 院训 宗旨观念 精神五*市中医院员工语言行为规范第一章语言文明规范常用语规范电话文明规范工作用语文明规范禁忌用语第二章行为文明规范医德规范院内举止文明规范仪容仪表文明规范禁忌行为第三章会议、接待文明规范会议文明规范接待文明规范六 附录附录一中外医德（师德）格言古训附录二卫生部关于加强卫生行业作风建设八不准一 前言古人说：“不学礼，无以立。”中国是具有5000 年文明史的“礼仪之邦”，人际之间讲文明、重礼节，形成了“以和为贵”、“和气生财”、“宾至如归”等特色文化，也是弘扬民族文化、展示民族精神的重要途径。医院是救死扶伤的神圣场所，是人际交往最多的地方，医患、护患、医护、医教、医研、医药、医辅、党政、行政、职能部门之间形成了复杂多元得沟通网络。文明的语言行为能带来愉快和谐，也能创造充满爱心的环境，给他人和自己带来快乐，带来温馨，更是个人素质和医院形象的最好体现。为了进一步规范我院员工的工作行为、弘扬中医文化、提高工作质量、提升服务水平、树立良好医院形象，现将我院广大员工在长期实践中形成的具有中医院特色的语言、行为规范汇集成册，旨在使语言行为规范潜移默化地融进员工的心灵，成为全员的自觉行动，营造和谐氛围，提供优质服务。本手册先行试行，如有文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 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ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9疏漏不妥之处，翼在执行中提出宝贵意见和建议，使之不断完善。二*市中医院简介*市中医院始建于xx 年，是一所以中医、中药为主体的国家二级甲等中医院，也是中国健康扶贫工程定点医院，中国农村卫生协会数字化建设项目医院，xx 医院和自治区示范中医院，*市中医适宜技术培训基地，中医院现有职工430 人，其中各类卫生技术人才近330人，中、高级职称人才120 余人，硕士研究生5 人，著名专家 10余人，是集教学、教研、医疗于一体的中医综合性医院。医院占地面积 16000平方米，使用面积 10000平方米，现有病床 280 张，病房环境幽雅、舒适，室内配臵中央空调，实行24 小时人性化服务。医院设有中风病科、肛肠科、中西医结合内科、中西医结合骨科、中医儿科、中医皮肤科、妇产科、外科、针灸理疗科、结石科等30 多个临床及门诊科室。2008 年 5 月被确立为*市 120 急诊抢救分站，承担起了所管辖区的急抢救任务，医院拥有螺旋CT机、中科 DR、全自动生化分析仪、彩超机、体外冲击波碎石机等大中型设备100 余台，完全能够满足临床的辅助检查需求。中医院秉承“以病人为中心，创和谐医院”的服务理念，全面发扬“自强不息，真诚奉献，弘扬人道，追求卓越”的敬业精神，以创建“特色医院、花园医院、平安医院、惠民医院”为目标，在科室建设，医疗队伍建设、服务质量建设上全力打造“关注民生、关注健康”患者信赖的市民医院。中医院全体员工将“以病人为中心”，充分发挥中医药特色，用严谨的治学态度、精湛的医疗技术热情周到地为全文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 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ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9市人民健康提供良好的医疗服务，让您满意在中医院！三*市中医院发展战略加强内涵，科学发展。树“名医”，建“名科”，创“名院”。将医院建设成为“中医特色突出，综合实力较强，*市科尔沁区龙头的中医名院”。四 院训 宗旨 观念 精神（一）医院院训崇徳精医 传承创新诚信敬业仁爱和谐（二）医院宗旨厚德博学关爱生命服务至上质量为本（三）医院奉行的三个观念病人第一的观念质量第一的观念信誉第一的观念（四）医院倡导的五种精神无私奉献的精神艰苦奋斗的精神科学求实的精神团结协作的精神文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 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ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9争先创优的精神五*市中医院员工语言行为文明规范第一章语言文明规范第一节常用语规范l、待人接物多用请!您好你好！谢谢!对不起!请：请进，请坐，请问，请小心，请放松，请注意，请放心，请慢走，请别急，请安静，请配合，请听我解释。谢谢：谢谢理解，谢谢配合，谢谢支持，谢谢赐教，谢谢鼓励。2、逢人见面说：你您好!早上好下午好晚上好!3、请人指点说：请教请多指教!4、麻烦别人说：劳驾了，辛苦了谢谢多谢。5、看望别人说：保重。6、请人帮忙说：拜托麻烦您感谢您的帮助。7、求人谅解说：见谅海涵。8、接受致歉说：别客气/不用谢/没关系/请不要放在心上。9、告别走时说：再见请慢走。第二节电话文明规范接打电话文明规范，可以归纳为礼貌、简洁和明了。l、接打电话要态度和蔼，电话用语要言简意赅，讲电话的声音不要过大，注意控制音量，不大声喧哗，不大声在工作场所呼唤人。2、听到电话响起，应迅速接听，响铃最好不要超过3 声。拿起文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 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ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9电话首先要讲：您好你好。*市中医院科（室)。请问请讲/请稍候。3、拨打电话要讲：您好你好。请帮忙叫一声老师，同志。4、当接到拨错的电话时，应礼貌温和地告诉对方“您打错了，科的电话是”“对不起，我记不起科的电话，请您向我院的办公室查询，办公室电话是*，不要粗暴地挂上电话。5、遇到问题要耐心亲切。“对不起，他不在，”“请过会儿打来。”6、电话内容讲完，应等对方结束谈话后再以“再见”为结束语，对方放下话筒之后，自己再轻轻放下以示对方的尊敬。7、接打电话要轻提轻放，爱护电话设施。第三节工作用语规范一、善用文明称谓：同志、先生、小姐、女士、大婶、大妈、大爷、大娘、大哥、大姐、老人家、小明友、师傅、领导称首长、干部称职务。二、文明接诊用语：(一)导医服务 1、您好，请问您需要帮助吗？2、请问您看什么科，您哪里不舒服？建议您挂科。3、请问您需要轮椅吗？4、请到这边登记。文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 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ZU7B4H9L1R95、请到一楼挂号处挂号。6、我送您去，请注意，小心地滑。7、别客气，这是我应该做的。8、对不起，请稍等，我马上给您问一下（找一下)。9、我们工作还有不足之处，希望多提宝贵意见。10、对不起，主任/医生正在里面接诊病人，请您先坐会儿，一会儿到了，我会叫您。11、主任/医生您好，这位先生(女士)部位不舒服，请您看一下。12、请您慢走，祝您早目康复!(二)分诊服务1、请问您什么科？您想挂什么级别(哪个)医生的号？2、(若患者不知道看什么科)请问您哪里不舒服，我想您最好挂医生的号。请您先填写挂号信息卡及病历本封页。3、请您到挂号处挂号后再回来。4、请您把病历及挂号单给我，您稍坐一会，按顺序就诊，到时我会通知您。5、请您到号诊室就诊，亲属请在候诊区等候(您可以让一名了解您病情的亲属陪同您)。(三)挂号、收费处1、今天人多，请稍等，我马上给您办理。2、办好了，请您上楼看病(检查)。文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 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ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R93、对不起，我的疏忽给您添麻烦了,我马上给您改过来。4、您的费用共元，收您元，找您元，请收好。5、你是否参加了医疗保险?请把医保卡交给我。6、请问您是第几次住院，请预交住院费元。7、请将收据保管好，出院结算时再交给我们收费处。8、您的住院手续已办好，我送您到楼科住院。9、您好，您住哪科？叫什么名字？请把预交款收据给我。10、这是您的结算清单，请收好。(四)医辅检查科1、请把您的检查申请单和交费发票绐我。2、对不起，请您在楼收费处交了费再来检查。3、对不起，现在人多，请您在候诊区稍坐一会，很快就会轮到您的。4、对不起，这位是急诊病人，请您稍坐一会儿，好吗?5、您检查的项目需要空腹，您吃早饭了吗?6、现在给您抽血，可能有点痛，请忍耐一下，马上就好。7、请轻轻按压5 分钟后，如果没有出血了，再把棉签丢入医用垃圾桶内。8、由于原因，请您再做一次，谢谢您的合作。9、请您不要紧张，按我的指令做就行了。10、您的捡查做完了，请您时到处领取报告单。11、这是您的检验(检查)报告单，请拿好交给您的主治医生。文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 HY3Z7H6I1U3 ZU7B4H9L1R9文档编码:CX5Q5X3H7O9 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