Xuan Xiaohui is very good at communicating with patients, families, nurses, and doctors. One day, a patient was admitted to our unit for a second procedure and a nurse took his information for admission. The patient's son yelled at the nurse. He believed that it was a waste of time taking information as there should be a medical history of his dad in the hospital. And he did not listen to this nurse, other nurses or doctors at all. The patient seemed very unsatisfied with the healthcare staff.
The next day, Xuan was responsible for taking care of the patient. When seeing the patient's son bringing home-made lunch for dad, she said to him: "You are so filial. Your father is so lucky to have a son like you. This must be tough for you. You have to work and take care of your father as well." Her words changed the son, who started to talk with Xuan nicely. And after that, the patient and his son treated medical staff very well.
Another afternoon, a woman came and apologized to the first nurse about her husband's bad attitude. She hugged the nurse and we were touched.
We asked Xuan about her secret techniques to communicate with patients and families. She told us that patients and families usually feel anxious in the hospital and we need to carefully listen and try to understand them. We need to put ourselves in their shoes and recognize them. As for this man, he was very nice to his dad. He would collaborate with us once he realized that we had the same goal about his dad.
Xuan is amazing and she showed me that there are always better ways to do our work.