Vandenbulcke C
Hôpital Orthopédique de la Suisse Romande, Lausanne, Suisse.
Rech Soins Infirm. 1999 Jun(57):4-37.
Welcoming is an everyday act, performed all day long, in different places. But, when it comes to welcoming a patient, it is a matter of health care, for which we are the only responsible. Since this person arrives in a place where his (her) body and mind are going to be ill-treated (s)he will be all the more receptive to his (her) new environment. Faced with feelings of fear, anguish, stress, the patient and ourselves try to establish a relationship made of confidence and a feeling of safety, which are necessary to his (her) integration. This will be achieved by means of verbal and non-verbal communication, by reducing or even getting round the obstacles. By studying this moment, this meeting, with different evaluation tools, I have been able to sort out the strong and weak points of my Institution, in order to propose adequate means of improvements, (creation of a team dynamics on this subject, working out of a definition, evaluation grids and application). The staff will thus be able to readjust his care as well as possible, at the level of the information to be given, and above all the attitude to adopt, in order to improve the quality of welcoming, as, eventually, it is what the patient will keep in mind and what he will use for his evaluation.
欢迎是一种日常行为，贯穿一整天，在不同场所都会发生。但是，当涉及到欢迎一位患者时，这就是医疗保健的问题了，对此我们负有唯一责任。由于此人来到一个其身心都将遭受“虐待”的地方，他（她）会更容易接受新环境。面对恐惧、痛苦、压力等情绪，患者和我们都试图建立一种基于信任和安全感的关系，这对他（她）融入环境是必要的。这将通过言语和非言语沟通来实现，减少甚至克服障碍。通过使用不同的评估工具研究这个时刻、这次会面，我得以梳理出我所在机构的优点和不足，以便提出适当的改进方法（就此主题创建团队活力、制定定义、评估网格并加以应用）。这样，工作人员就能在提供信息的层面上尽可能调整其护理方式，尤其是在应采取的态度方面，以提高欢迎的质量，因为最终这是患者会记住的，也是他用于评价的依据。
