Editor: All for the sake of customers service mode has achieved the rapid development of Qidu Hospital, various experts’ exquisite medical skills, noble medical ethics in daily work show personal charm and service culture of Qidu Hospital, writing a touching doctor-patient chord. Director Wang Maisheng of the Department of Cardiovascular Medicine has been rooted in our hospital for 4 years and has quickly won the trust and love of the people of Linzi, practicing and deepening the service concept of the hospital. The story behind a banner shows us the heartfelt work, honest service, sincere communication and respect between doctors and patients. One day in May 2004, Li Moumou, who was discharged from the cardiovascular department of Qidu Hospital two months ago due to acute myocardial infarction, recently felt panic and chest tightness due to excessive activity, and had difficulty sleeping at night, and took medicine at home for a few days to aggravate his condition. At the time of examination: the patient’s face was gray, lips were cyanotic, shortness of breath, and a large number of wet stalls at the bottom of both lungs. The patient was told that he must be hospitalized immediately for resuscitation. But the patient and family members are not anxious, but begged: old patients, hospitalized enough, do an electrocardiogram, prescribe some drugs home to cure it! I replied: “Never, such a serious patient out of the hospital consequences can not be envisaged. Coincidentally, before the words left my mouth, the patient had dropped his head and, upon hearing it, went into cardiac arrest. At that time, without saying a word, I immediately picked up the patient and rushed to the emergency room to organize CPR emergency resuscitation, which took no more than 15 seconds. With the collaboration of the nurses in the emergency department, CPR was successful and the patient’s eyes were opened quickly. When his condition was slightly stable, he was admitted to the ward and discharged from the hospital after 10 days of consolidation treatment, in which heart failure and shock were fully corrected and all symptoms disappeared. He was discharged from the hospital. Later, he visited his home by bicycle several times to follow up and guide the consolidation treatment, so that his condition remained stable for a long time. The patient’s family refused to pay for the consultation and refused to buy him dinner. The patient’s family was so grateful that they quietly made a large mirror plaque “A miracle doctor brings life back from the dead” and sent it to the hospital 10 days after discharge. The story happened in June 2004, near the end of the day, when a patient with cerebral thrombosis was just admitted to the ward from the emergency department. The patient, female, 60 years old, farmer, had been completely paralyzed on the right side of the limb for less than 4 hours, with slurred speech, blurred consciousness and mental depression. The clinical diagnosis was “acute cerebral thrombosis (heavy)”. The doctor on duty had already ordered the conventional treatment, but I considered that the patient had the indication for thrombolysis, and the opportunity was not to be lost, and time was brain. I immediately changed the order for thrombolysis. Urokinase was not available on the ward or in the outpatient clinic. I contacted the director of the pharmacy department, Zhao Wenting, who was already off duty, and immediately sent the urokinase to the ward, while I simply stayed off duty with the doctor on duty. After 2 hours of thrombolysis, the paralyzed limb started to move and the patient was able to get out of bed when we checked on him the next day. We and the patient’s family were very excited. On the third day, the patient’s limb movement and mental state were basically back to normal. The patient’s son came to the clinic and said a lot of words of thanks and took out a red envelope and insisted on giving it to the patient, but I politely refused and left. The next day, I found the red envelope on the window sill. I thought that the patient’s family must have put it down when I was not looking. How can this work? If I had lost it without noticing, it would have been a wrongful death. I immediately went to the ward, did not find his son, his daughter confirmed that it was indeed from them. I gave them a lot of reasoning about hospital discipline, doctor ethics, etc., and eventually she was satisfied to take back the red envelope. When she was discharged from the hospital, she sent a banner with the words “high medical ethics and excellent medical skills”. Three times in hospital, three different, full credit for the treatment of the disease Zhang, male, 70 years old, retired cadres, three times in 2005 due to chest tightness, shortness of breath, dizziness in the cardiovascular and cerebrovascular internal medicine. The patient suffered from hypertension, coronary artery disease, slow lung obstruction, carotid plaque and other diseases at the same time, and each time he was admitted to the hospital, multiple diseases coexisted, but the causes and priorities were different. The first time was due to coronary artery disease, myocardial ischemia, and heart failure; the second time was due to hypertension and insufficient blood supply to the vertebral artery; and the third time was due to chronic obstructive pulmonary disease, intrapulmonary infection, and cardiac insufficiency. After detailed medical history, careful physical examination, and careful identification, different treatment plans were administered on three separate occasions, and all of them received the effect of the medicine to alleviate the symptoms. The patient was amazed and puzzled. I then explained to the patient the reasoning of using medicine as a soldier, the theory of contradiction and dialectics, grasping the main contradiction and bringing the secondary contradiction, looking at the essence through the phenomenon, and explaining to the patient the pathology of each disease and the pharmacology and medicinal properties of the medicine in depth and simple. The patient is an old cadre, quite cultured, and was impressed by the originality of the banner, “Getting a doctor like Buddha”, sent to the clinic. I felt very precious, comparing the doctor to Buddha, how noble it is. At the same time, it makes me self-discipline, self-motivation and self-improvement, and always remind myself not to be ashamed of the word Buddha. The patient was 80 years old, a farmer, who was admitted to the gastroenterology department for post-operative esophageal cancer with gastrointestinal bleeding and gastrointestinal reaction. For a patient as heavy as this and a postoperative cancer patient, rural families usually choose to give up or give symbolic treatment. Instead, their children urgently requested to save their mother and offered to transfer her to the hospital. Faced with such filial children, we were moved to explain to them the dangers of transferring to another hospital, while telling them about the successful cases of acute heart attack and the ability of our hospital to save critical illnesses. We did not dare to guarantee 100% successful treatment, but we must do our best, and local treatment must be much better than transferring to hospital. After gaining the trust of the patient’s family and the careful treatment by the medical staff of the whole department, the blood pressure was stabilized and the symptoms disappeared in a week, and the patient turned to safety. The old man took our hands and said again and again that we had saved her life and that we were of great virtue. I said sincerely to the old man that it was your children who saved you. You have repaired well and raised a group of good children, whose filial piety has touched heaven and earth. The whole family of the patient was very satisfied, and when they were discharged from the hospital, all of their children signed their names and sent us a banner with the title of “High-spirited medical ethics and wonderful hands”. V. Solving patients’ doubts is a hundred miles away, and shaking hands with patients again. One day in the second half of last year, a female patient with menopausal syndrome and suspected myocardial ischemia was admitted to the Department of Cardiovascular Medicine. That afternoon I returned to my home in Huantai for a new ID card. At dusk, I suddenly received a phone call from the head nurse, saying that the patient found a foreign body in the infusion bottle, the condition worsened, making a fuss, unrelenting, threatening to find the Drug Administration, the epidemic prevention station laboratory tests, to the television station exposure, the whole department who can not say, let me quickly get an idea to calm things down. I immediately told the head nurse that everyone should not be anxious and that I would drive back immediately and ask the patient to relax. When I arrived at the ward, the patient had the infusion bottle firmly in her hand, and together with her daughter, I put the bottle into the sunlight and looked at it carefully, and it turned out to be a tiny bit of debris that had fallen off when the puncture needle passed through the stopper of the infusion bottle. When I patiently explained the reasoning and reasoning to the patient and her family, and promised that I would be responsible for the accident, the patient’s anger subsided and she became half better, taking my hand and apologizing: I’m sorry, I’m sorry, I’m sorry for making you come all the way here after work. I said with a smile: It’s okay, I would be more anxious than you, life is at stake! The patient has been cooperating well with the treatment since then, and although he did not send a banner, he has become my loyal customer. There are many more stories behind the banner, and from the above five examples, we can already realize something. How can we make patients satisfied, how can we improve the doctor-patient relationship, how can we reflect the true meaning of the whole, standardized, honest service? Is it formal, slogan, going through the motions, or realistic and pragmatic, so that patients can actually benefit from the treatment process, need every medical staff in practice to explore boldly and deeply experience. The hospital leadership advocates changing roles from the patient’s point of view to see the service is easy to derive the answer. You think, old age, sickness and death is the law of nature, all those who eat grains and cereals will be sick. Whether you are a doctor or a nurse, you become a patient when you are sick, what will you think at this time? How do you want the medical staff to treat you? The first thing you think of must be to relieve the pain as soon as possible, and the treatment process is safe and non-toxic side effects. If the surgery is more worried about never a disease does not go and add a new disease, a small disease into a major disease, a major disease died. Secondly, it is best to spend less money and delay less work. Then there is a good service attitude, good environment, considerate and thoughtful. And ginger is the old spicy, the doctor old good, in China among the majority of patients is already deep-rooted. Therefore, most of the sick want to find the oldest doctor, especially the chief of the department to see, because the chief of the department is more business authority. So what about the chief of the department? It is to learn from old age, constantly update knowledge, master the latest world developments in the specialty, and constantly summarize the experience and lessons learned in treatment. Knowledge should be broad, comprehensive technology, especially the ability to rescue critical and complex patients. As for the young doctors, they do not have the medical skills, experience and prestige of the director or the oldest doctor, but as long as they can do three diligent, mouth diligent, legs diligent, hands diligent; three learning, learning from the superior doctor, learning from patients, learning from books, accurate understanding and implementation of the superior doctor’s medical advice, used on patients, and happy to take the initiative to make friends with patients, to solve problems for patients, the same can get the trust of patients. Because they spend the most time in the ward, and most of the specific work is done by them. The superior doctor should take the initiative to introduce them, recommend them and recognize them in front of the patients, and blend into each other with honor and disgrace. Teach and guide them, but do not do everything, to give them some free play space, to increase their sense of achievement. Every banner, every satisfaction, every loyal customer is the result of the practice of the whole hospital, standardized, honest service model, is the crystallization of the collective wisdom and strength of all medical and nursing staff with one heart and one mind. In short, strong theoretical knowledge + rich clinical experience + agile thinking + good treatment results = excellent medical skills. And good service attitude + excellent communication art + patients get benefit = high medical ethics. Exquisite medical skills is the hardware, noble medical ethics is the software, can not relieve the patient’s pain is difficult to be praised by patients; but medical ethics is the commander, no good medical ethics, medical skills in the critical moment is often difficult to get the most out of the play, difficult to be recognized by patients. Therefore, a good doctor is first of all a good person, with a strong desire to relieve the pain of patients. The excellent art of communication is the guarantee to obtain the trust of patients and make the treatment process go smoothly according to the correct procedure.