Summary of hospital service activities

According to the requirements of the Ministry of Health, the Provincial and Municipal Health Bureau’s "Implementation Opinions on Carrying out the "Three Goods and One Satisfaction" Activities" and combined with the current work reality of our hospital, we have researched and formulated the "Three Goods and One Satisfaction" Activity Implementation Plan. A mobilization meeting for the "Three Good Things and One Satisfaction" activity was organized for all employees of the hospital. The specific progress of the activities is now reported as follows:

(1) Strengthen the education of medical ethics and medical style, vigorously promote noble medical ethics, strictly enforce industry discipline, and strive to achieve "good medical ethics"

Medical practitioners Morality comes first, and good medical ethics is the prerequisite for harmonious relationships. Our hospital focuses on theoretical indoctrination and cultivating good awareness of medical ethics. The medical ethics of medical staff are not formed spontaneously, but under certain social environment and material living conditions, through external education and indoctrination and personal subjective cultivation in life practice. It is a long-term and arduous process. Our hospital combines reality, uses various forms to strengthen learning and education, puts the cultivation of noble professional ethics and improving professional standards in the same position, wins the trust of patients and society, and continuously improves the construction of medical ethics and medical ethics.

Based on the actual work, our hospital adheres to the practice of medicine with integrity, makes full use of effective clues such as public reports, and accepts or disguises requests for red envelopes, kickbacks, etc. from medical staff in key departments that harm the interests of the people and damage the image of the hospital. Conduct serious investigation and punishment of behaviors, give full play to the warning and deterrence effect of punishment, and promote the standardization of our hospital's service behavior and the formation of good industry ethics. Vigorously promote the work standards of "rational drug use, reasonable examination, reasonable treatment, and reasonable charging", strengthen training and education, change the concept of medical services in our hospital, establish a performance appraisal system with medical ethics, service quality, social evaluation, etc. as the main content, and do Spend less money and get good medical care, so that the people can truly feel the benefits brought by the new medical reform.

Standardize communication between doctors and patients. Efforts should be made to improve the doctor-patient communication skills of medical staff. Our hospital has set up suggestion boxes at conspicuous locations on the first floor of the emergency department and outpatient building to promptly resolve patients' difficulties.

In addition, our hospital adheres to the principles of seeking truth from facts, objectivity and impartiality to conduct medical ethics and medical style assessments for all employees, and combines them with job recruitment, priority evaluation, performance-based salary, etc., and resolutely does not engage in formalism.

(2) Improve service attitude, optimize service processes, continuously improve service levels, and strive to achieve "good service"

"Good service" is the purpose and style of medical and health work reflect. Medical services must be people-oriented, firmly establish the concept of "patient first, quality first, service first", effectively enhance service awareness, improve service attitude, improve service models, optimize service processes, and improve services level, and strive to provide patients with high-quality and warm services throughout the process.

First, improve the service attitude and continue to adhere to the "patient-centered" service concept. Medical staff are required to treat every patient with care, patience and sincerity while improving service quality. By carrying out relevant activities, communication between nurses and patients and between doctors and nurses has been strengthened, and the overall quality of nursing staff has been improved, laying a solid foundation for implementing high-quality services and training the nursing team. Actively implement measures to benefit the people such as outpatient clinics on weekends and holidays, and provide high-quality nursing services, providing convenient, low-cost, and high-quality services to the people and patients. Strive to achieve a good service attitude, actively advocate civilized service terms, resolutely put an end to service taboos, and put an end to the phenomenon of being cold, cold, hard, pushing, and pushing. Effectively enhance the awareness of humanistic care, vigorously advocate humanistic services, reflect humanistic care everywhere, and strive to provide warm services and skills.

Second, the service process is optimized to facilitate people’s medical treatment. Focus on the hospital registration, charging, pharmacy, outpatient and other windows. Starting from formulating business processes that facilitate people's medical treatment and working systems that meet the needs of patients, we will take comprehensive measures to further optimize service processes, improve service facilities, beautify the service environment, and make it convenient for patients. Seek medical treatment and shorten patient waiting time.

Third, we should implement open and transparent services to protect the people’s right to know about medical treatment.

Strengthen the informatization construction of hospitals and provide the public with medical service information such as department layout, department characteristics, expert information, visit times, diagnosis and treatment procedures of medical institutions through various channels and channels, so as to facilitate the public's choice of medical treatment. Regularly disclose medical cost information to the public, and strive to improve the transparency of fee disclosure, so that people can understand their consumption when seeing a doctor.

(3) Strengthen quality management, standardize diagnosis and treatment behavior, continuously improve medical quality, and strive to achieve "good quality"

Medical quality and safety are the core and soul of medical services. The "Three Goods and One Satisfaction" campaign proposes "good quality", which is a continuation and improvement of the Hospital Management Year, Medical Quality Journey and other activities, with richer content and continuous innovation in form.

First, we should conscientiously implement various systems for medical quality and safety and enhance the awareness of responsibility for medical quality and safety. Our hospital always takes medical quality as the core, effectively strengthens the internal management of the hospital and basic medical quality management, and continues to strengthen the construction of clinical specialty capabilities and the "Three Basics and Three Stricts" training for medical staff. In order to further improve the quality of medical care, ensure medical safety, and improve the professional quality of medical staff, our hospital holds medical lectures once a month, delivered by experts stationed in our hospital from the Municipal People's Hospital, mainly to exchange the latest clinical knowledge and medical practice

Experiences, diagnosis and treatment of common diseases and frequently-occurring diseases, new technologies and new treatments, thereby improving the proficiency and accuracy of medical staff's technical operations. And conduct a "three basics" examination every quarter to consolidate and improve the theoretical knowledge of medical staff.

Second, it is to strengthen the clinical application management of medical technology and equipment to ensure the quality and safety of medical care and the rights and interests of patients. Effectively strengthen the management of clinical application of medical technology, establish a strict access and management system for medical technology, and resolutely investigate and punish violations. Medical staff should firmly establish a correct outlook on life and values, establish a quality-first awareness, and focus on learning business and studying technology.

Third, the “prescription review” work is carried out once a month. In order to improve the quality of prescription writing, standardize outpatient medical behavior, and promote rational drug use, a prescription evaluation system was established in accordance with the requirements of the "Prescription Management Measures" and invited experts from the Municipal People's Hospital to participate in a comprehensive evaluation of prescriptions. After reviewing prescriptions from March to June, we found that common problems mainly include: irrational combined use of antibiotics, more than 5 drugs in a single outpatient and emergency prescription, incomplete writing of prescription diagnoses, etc. After discovering problems, we promptly communicated with the doctors involved, pointed out the shortcomings, and urged them to make corrections. If corrections are still not made, the entire hospital will be criticized and punished. Nowadays, the prescription evaluation work in our hospital has achieved initial results, and the quality of prescriptions has been significantly improved, which has played a positive role in promoting rational drug use. We will continue to persist in this work, continuously improve and standardize it.

(4) Carry out in-depth evaluation of work style, actively accept social supervision, and strive to achieve "people's satisfaction"

"People's satisfaction" is our ultimate goal and also our development The original intention and purpose of the "Three Goods and One Satisfaction" activity.

First, we should carefully conduct patient satisfaction surveys to win patient satisfaction. Through telephone follow-up interviews with discharged patients and on-site surveys of inpatients and outpatients, we pay attention to patients' feelings and listen to their opinions; actively implement rectifications for their opinions or suggestions, effectively promote the improvement of medical quality and service levels, and win patient satisfaction. .

Second, it is necessary to comprehensively carry out democratic review to satisfy society. The practice of democratic review is an important measure that relies on the orderly supervision of the people, solves outstanding problems reported by the people, and wins the trust of the people with practical results. Through solid work, we can win the satisfaction and recognition of the masses, and win the understanding and support of society.

By carrying out the "Three Goods and One Satisfaction" campaign, our hospital's medical ethics and practices have been significantly improved, the quality of medical care has been steadily improved, the service level has been continuously improved, and the public satisfaction rate has continued to rise, and the various tasks of our hospital have been improved. Push it to a new level and truly implement "three good things and one satisfaction".

Our hospital is based on the requirements of the superior health administration department and combined with the actual situation of our hospital. A mobilization meeting for the "Three Good Things and One Satisfaction" activity was organized for all employees of the hospital.

The specific activities are summarized as follows:

1. Strengthen medical ethics and medical style education, vigorously promote noble medical ethics, strictly enforce industry discipline, and strive to achieve "good medical ethics"

1. Doctors' ethics come first, and good medical ethics is the prerequisite for a harmonious doctor-patient relationship. Combined with the actual situation of our hospital, we use various forms to strengthen learning and education, put the cultivation of noble professional ethics and improving professional standards in the same position, win the trust of patients and society, and continuously improve the construction of medical ethics and medical style.

2. Our hospital adheres to the principle of honest medical practice, sets up suggestion boxes in the outpatient hall, inpatient building and other places, and makes full use of public reports and other forms of supervision. So far, no case of medical staff accepting red envelopes, kickbacks, etc. that harms the interests of the public has been found. , Bad behavior that damages the image of the hospital. Clean air and upright spirit have now become the main theme in work.

3. Vigorously promote the work standards of "rational drug use, reasonable examination, reasonable treatment, and reasonable charging", strengthen training and education, change the concept of medical services in our hospital, and establish medical ethics, service quality, and patient satisfaction. etc. as the main content assessment standards, and at the same time linked to performance, we will continuously improve service quality, so that patients can spend less money and get good treatment, so that the people can truly feel the benefits brought by the new medical reform. In order to solve patients' difficulties in a timely manner, our hospital has set up suggestion boxes in prominent locations in the outpatient hall, inpatient building and other places.

2. Improve service attitude, optimize service processes, continuously improve service levels, and strive to achieve "good service"

"Good service" is the embodiment of the purpose and style of our hospital's work . Medical services must be people-oriented, firmly establish the concept of "patient first, quality first, service first", effectively enhance service awareness,

improve service attitude, improve service model, optimize service process, and improve service level, and strive to provide patients with high-quality and warm services throughout the process.

1. Development of high-quality nursing service projects. In accordance with the requirements of superior departments, our hospital actively carries out high-quality nursing demonstration projects, formulates and implements implementation plans, and sets the Department of Surgery and Internal Medicine of our hospital as high-quality nursing demonstration departments: First, Strengthen organizational leadership and establish a high-quality nursing demonstration project leadership group headed by the dean, and hold regular meetings to study and solve relevant problems in nursing work; secondly, formulate and implement work plans with clear progress arrangements and responsibilities of each department Clear, division of labor and cooperation, strengthen training and publicity work, organize training for all staff, increase publicity efforts, create a patient-centered service concept throughout the hospital, and provide patients with high-quality nursing services; the third is to establish and improve rules and regulations, clearly The job responsibilities, work standards, and nursing quality assessment standards of all types of personnel at all levels shall be implemented to implement overall nursing care with a responsibility system and explore the implementation of nurse position management; fourth, clinical nursing services fully reflect the characteristics of specialists, enrich service connotations, and organically integrate basic nursing and transfer nursing. Integrate to ensure patient safety and reflect humanistic care; fifth, link our hospital's high-quality nursing demonstration project with our hospital's performance appraisal to further increase the enthusiasm of nursing staff and strengthen their sense of responsibility. Through this activity, communication between nurses and patients has been strengthened, the overall quality of nursing staff has been improved, and a solid foundation has been laid for the implementation of high-quality services and the training of the nursing team.

2. Medical staff are required to treat every patient with care, patience and sincerity while improving service quality. Our hospital implements weekend and holiday outpatient clinics, providing convenient and high-quality services to the public and patients. Actively advocate civilized service terms, resolutely put an end to taboos in service, and put an end to the phenomenon of being cold, cold, hard, supportive, and pushy. Effectively enhance the awareness of humanistic care and vigorously advocate humanistic services.

3. Optimize the service process to facilitate the public’s medical treatment. Focus on the hospital registration, charging, pharmacy, outpatient and other windows, starting from the formulation of business processes that facilitate people's medical treatment and a work system that meets the needs of patients, and take comprehensive measures to further optimize service processes, improve service facilities, and beautify services

The service environment makes it convenient for patients to seek medical treatment and shortens patient waiting time.

3. Strengthen quality management, standardize diagnosis and treatment behavior, continue to improve medical quality, and strive to achieve "good quality"

1. Earnestly implement various systems for medical quality and safety, and enhance Awareness of responsibility for medical quality and safety. Our hospital always takes medical quality as the core, effectively strengthens the hospital's internal management and basic medical quality management, pays close attention to the core medical system, strengthens the construction of clinical specialty capabilities and the "Three Basics and Three Stricts" training for medical staff. In order to further improve the quality of medical care, ensure medical safety, and improve the professional quality of medical staff, our hospital conducts medical lectures and related legal and regulatory lectures every month, thereby continuously improving the proficiency, accuracy, and legal and regulatory knowledge of medical staff.

2. Strengthen the clinical application management of medical technology and equipment to ensure medical quality, safety and patient rights. Effectively strengthen the management of clinical application of medical technology, establish a strict access and management system for medical technology, and resolutely investigate and punish violations. The hospital has implemented a mutual recognition system for examination results, which has reduced the burden on patients to a certain extent and has been well received by patients.

3. Strengthen the quality management of medical records. First, our hospital has established a medical record quality control management team to strengthen medical record quality control and clarify responsibilities. Clinicians are responsible for completing medical records in a timely and standardized manner in accordance with relevant requirements. The director of the clinical department is responsible for strictly controlling the medical records of the undergraduate department and promptly discovering the existence of medical records in the medical records. Second, the quality management department conducts regular and irregular spot checks on the quality of medical records, is responsible for supervising the quality control work of the department, providing feedback on problems existing in the department, and formulating various rectification measures to promote the quality of medical records. improve.

4. Carry out in-depth evaluation of work style, actively accept social supervision, and strive to achieve "people's satisfaction"

"Public satisfaction" is the ultimate goal of our hospital and the development of our hospital The original intention and purpose of the "Three Goods and One Satisfaction" activity.

1. Conduct patient satisfaction surveys carefully to win patient satisfaction. Through telephone follow-up interviews with discharged patients and on-site surveys of inpatients and outpatients, we pay attention to patients' feelings and listen to their opinions; actively implement rectifications for their opinions or suggestions, effectively promote the improvement of medical quality and service levels, and win patient satisfaction. . The survey results will be used as a reference for the performance evaluation of medical staff, and efforts will be made to achieve a patient satisfaction rate of 100.

2. Comprehensively carry out democratic review to satisfy society. The practice of democratic review is an important measure that relies on the orderly supervision of the people, solves outstanding problems reported by the people, and wins the trust of the people with practical results. Through solid work, we can win the satisfaction and recognition of the masses, and win the understanding and support of society.

By carrying out the "Three Goods and One Satisfaction" campaign, our hospital's medical ethics and practices have been significantly improved, the quality of medical care has been steadily improved, the service level has been continuously improved, and the public satisfaction rate has continued to rise, and the various tasks of our hospital have been improved. Push it to a new level and truly implement "three good things and one satisfaction". Chapter 3

Our hospital combines the "Three Goods and One Satisfaction" activities of striving for excellence with people-oriented, patient-centered, and people's satisfaction as the starting point and goal. We strive to improve the level of medical services, continuously improve the quality of medical care, and vigorously Carry forward noble medical ethics, strengthen the construction of industry style, and further solve outstanding problems in medical and health services and industry style. The current situation is summarized as follows:

1. Improve service attitude, optimize service process, and continuously improve service level.

1. Optimize the hospital outpatient environment and processes. Comprehensively implement the timely issuance system of inspection and examination reports, reasonably arrange outpatient, emergency and inpatient medical services during holidays on the premise of ensuring patient privacy, improve hospital logos and treatment process guidance systems, and promote hospital informatization construction to reduce unnecessary repeated inspections.

2. Improve inpatient services. Comprehensively implement high-quality nursing service demonstration project activities that focus on rationally allocating nurse manpower, implementing responsible nurse systems, and standardizing the provision of graded care and overall nursing services. We must focus on "good skills and good communication" to improve the technical operational capabilities of young nurses as soon as possible. and humanized service levels.

Strengthen the standardized construction of wards, strictly manage visits and accompanying care, and create a clean and peaceful hospitalization environment for inpatients. Promote the centralization of inpatient services and provide inpatient examination and other services to facilitate inpatients.

2. Strengthen medical ethics and medical style education, vigorously promote noble medical ethics, and strictly enforce industry discipline.

1. Continue to increase the intensity of education on medical ethics and medical style. We must insist on focusing on positive education, continue to cultivate and establish a group of advanced models, increase the publicity of advanced models with noble medical ethics, superb medical skills, and dedication, and conduct in-depth education on purpose awareness, professional ethics, discipline and law based on the characteristics of the health industry, Guide the majority of medical staff to establish good medical ethics and medical practice.

2. Implement the medical ethics and medical ethics system standards. Adhere to the policy of treating both symptoms and root causes, comprehensive management, and punishment

Pay attention to prevention while focusing on prevention, vigorously strengthen punishment, and promote the smooth progress of the reform of the medical and health system. Strengthen the education of medical ethics and medical ethics, implement systems such as medical ethics and medical ethics evaluation, regular assessment of doctors and bad behavior records, increase hospital inspections and punishment of violations of laws and disciplines, and strictly enforce professional discipline.

3. Resolutely put an end to unhealthy trends in pharmaceutical purchase, sales and medical services, and enforce strict industry discipline. Resolutely put an end to the occurrence of bad phenomena such as eating, taking, getting stuck, asking for, charging excessively, accepting or asking for "red envelopes", accepting kickbacks, and commercial bribery. Strengthen the construction of long-term mechanisms for combating commercial bribery in the field of pharmaceutical purchase and sales. Strengthen economic management, improve internal control mechanisms, and strictly unify authority and approval procedures.

3. Carry out in-depth evaluation of work style, actively accept social supervision, and strive to achieve "mass satisfaction."

1. It is necessary to conscientiously carry out patient satisfaction surveys and follow-up visits for discharged patients, solicit opinions and suggestions, and improve services in a targeted manner.

2. Continue to use democratic review as an important carrier to promote health correction work and safeguard the interests of the masses, actively organize and actively participate in democratic review activities, promote correction through review, and focus on rectification. Give full play to the role of work style supervisors, listen carefully to the voices of the masses, promptly solve outstanding problems reported by the masses, and strive to satisfy society.

3. Comprehensively implement the hospital affairs disclosure system, further implement the requirements for hospital affairs disclosure, enhance the awareness of hospital affairs disclosure in medical institutions, and promote medical institutions to further optimize service processes and internal democratic management decision-making.