Using Warm and Pleasant Words

Di Jian

Chapter 6 in Studies on Hospital Management Transformation, 2020, pp 83-100 from World Scientific Publishing Co. Pte. Ltd.

Abstract: Ears play an extremely important role in the development of feelings. People get bored or may even panic in a loud or noisy environment, especially patients who need to rest and recover in a quiet environment. When people hear words that they don’t like, they feel disgusted. Doctors need to diagnose illnesses through questioning patients, nurses need to take care of patients and patients will go through several stages during their stay in the hospital. At each stage, they will hear a variety of expressions from hospital staff, and which can influence their feelings about the hospital. Hearing has a major role in the formation of feelings; some people are fine when some words are used while others are not. Therefore, doctors and nurses must observe patients, understand their interests and hobbies and say things that they like. As the Chinese saying goes: A sentence may have numerous results, it just depends on the way you say it…

Keywords: Patients First; Hospital Culture; Quantified Service Indicators; Core Competitiveness of Service Industry; Soft Power; Medical Experience; Satisfaction Degree; Service Capability Improvement (search for similar items in EconPapers)
JEL-codes: D20 D23 (search for similar items in EconPapers)
Date: 2020
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