Hospital Medical Quality Monthly Summary

2021 Hospital Medical Quality Month Summary Sample

Summary refers to a written material that summarizes and summarizes the experience or situation in a certain stage of work, study or thought. It can To make the mind clearer and the goal clearer, let us write a summary. But what are the requirements for a summary? The following is a sample summary of the 2021 Hospital Medical Quality Month that I collected and compiled. It is for reference only and everyone is welcome to read it.

Hospital Medical Quality Monthly Summary 1

In order to deepen the Hospital Management Year and Quality Miles activities, further enhance the quality awareness and safety awareness of all medical staff, prevent medical risks, and ensure medical safety, According to the spirit of the document "Mianyang Municipal Health Bureau's Notice on Carrying out "Medical Quality and Safety Discussion Activities" (Mianwei Ban [20xx] No. 38), our hospital insisted on medical treatment during the one-month medical quality service month activity. Putting quality first, integrating medical quality management into the focus of the hospital's work, advancing with the times, and making bold reforms and innovations in unifying ideas, changing concepts, improving systems, improving methods, and making full use of scientific means. Gradually, a medical quality management model "backed by comprehensive functional management, based on a good service attitude, with top medical quality as the core, and improving the quality of management talents as a guarantee" has been gradually formed, and has achieved practical results.

1. Effectively implement the construction of medical ethics and medical style, embodying patient-centeredness in every aspect

Increasing the construction of medical ethics and professional ethics is an urgent need for the development of hospitals in the new era. Medical ethics The medical style evaluation activity is like a style of work, which undoubtedly gives our hospital a driving force to move forward.

In response to some common problems in the medical and health system, our hospital has held monthly discussions on medical quality and safety within the hospital, questionnaire surveys outside the hospital and symposiums with people from all walks of life to find contradictions and problems. Problem, find the gap. Let patients evaluate the hospital's service level, and persist in dealing with the problems that are reported to be true; hold symposiums with people from all walks of life, solicit opinions extensively, record them one by one, implement and rectify them one by one, and put them down in the form of an open letter. We humbly welcome criticism and guidance from citizens. Through the medical ethics and medical style evaluation activities, a new modern doctor-patient relationship of mutual respect, mutual understanding, and mutual concern between doctors and patients has been formed in our hospital.

"Service is never-ending, we have been working hard" and "We have not done our best yet, but we will try to do better" are the two mottos of all employees of our hospital. In the process of building medical ethics and medical ethics, the hospital has implemented various measures to facilitate and benefit the people, which reflects the management philosophy of being patient-centered in everything and thinking about patients everywhere.

In response to the public complaints that it is difficult to see a doctor during holidays, the hospital took the lead in trialling a holiday-free outpatient service in the Department of Internal Medicine, which makes it convenient for patients who are inconvenient to go to work or go to school. The hospital is preparing to provide all services in the next step. The outpatient department has comprehensively launched this work to completely solve the problem of people having difficulty in seeking medical treatment during holidays, so that residents can receive high-quality services with specialized treatment during holidays.

In order to provide residents with comprehensive medical care services, the hospital has established and improved a patient discharge tracking system. In order to improve residents' self-care and disease prevention capabilities, the hospital has set up health education columns in outpatient clinics and wards. In order to better serve residents, various departments of the hospital have successively launched service commitments, and the entire hospital has formulated more than 10 measures to facilitate and benefit the people. In order to do a good job in reception and consultation of patients and their families, reduce misunderstandings among family members, and reduce the duty burden of nurses, our hospital has launched a dean on duty system, which requires the dean to be on duty and be responsible for coordination, consultation, problem solving, and reception work.

Using patient satisfaction as the criterion for measuring the effectiveness of various work has become the common sense of all hospital staff. According to the patient discharge follow-up survey results, the public satisfaction with medical services has reached over 95%. Paying attention to the construction of medical ethics and medical style, and putting patients at the center of everything can truly benefit the people.

2. Strengthen medical quality management and monitoring to ensure medical safety

As we all know, medical quality is the core of a hospital’s survival and development, and is also the ultimate embodiment of high-quality medical services. Excellent medical quality is the strongest guarantee for an invincible position in the increasingly competitive medical market. Improving medical quality management institutions, implementing various quality management systems, enhancing medical risk awareness, and strengthening medical quality management are top priorities for hospital development.

(1) Establish and improve medical quality management and monitoring institutions

In order to further strengthen and standardize medical quality management, ensure high-quality medical quality, and comprehensively improve the overall quality of the hospital, our hospital has The department deployed experienced medical staff to establish a quality management and control office. Use a pragmatic, efficient, fair and accurate work style to provide strong clinical management guarantee. Under the direct leadership of the dean and under the supervision of the Quality Control Office, all relevant departments carry out comprehensive quality inspection and monitoring work. And established a comprehensive quality control system with the responsibility of the department director. Routine inspection and supervision work, identify problems at any time, carry out rectifications, and conduct monthly summary analysis by the Quality Control Office to fully ensure medical quality.

The hospital office is the specific implementation agency of our hospital’s medical quality management. At the beginning of each year, the hospital office makes forward-looking management plans and plans based on the hospital’s work plan and actual situation, which serve as the work guide for the whole year. , and at the same time operate in strict accordance with the "Medical Quality Management Measures" and strive to make every work well-founded. Step by step, implementation is in place, and strict management is achieved, which greatly improves the comprehensive medical quality level of the entire hospital.

(2) Strictly implement various medical quality management systems so that there are rules to follow and rules must be followed.

In response to the implementation of the new "Medical Accident Handling Regulations", our hospital has done a lot of work in medical quality management in order to effectively improve the quality of medical care. Our hospital has formulated the "Medical Quality Management Measures of Baoquan Township Health Center", printed it into a book, and distributed it to every medical staff, highlighting the importance of medical quality. Implementing medical quality management into every department, assigning responsibilities to everyone, and specifying reward and punishment regulations have increased the operability and objectivity of medical quality management. At the same time, we will address the new situations and problems that are constantly emerging in the hospital. The hospital has revised and improved the "Regulations on Rewards and Punishments for Staff of Baoquan Township Health Center" and the "Graded Use and Management System of Drugs" and other hospital rules and regulations, and strictly implemented all-staff, comprehensive and whole-process quality management, so that the hospital can effectively perform various medical activities. There are rules to follow and rules must be followed. The heads of relevant departments and departments have effectively played the functions of supervision and inspection, laying a good foundation for the development of various medical work.

(3) Pay close attention to the quality of medical care and improve the technical content of medical services

1. Implement the clinical medical system

How effective is the implementation of the clinical medical system? , directly affecting medical quality and medical safety. The hospital office sends people to the departments every day to understand the medical operations of each department, and insists on using methods such as the director's ward rounds every Wednesday, quarterly medical quality general rounds and irregular inspections to go deep into the clinical frontline to ensure the implementation of the medical system.

2. Improve basic medical theories and basic skills

Make full use of examinations to organize the assessment of basic medical theories and basic skills. We carefully organize the three-based theory assessment every year, and evaluate front-line doctors, Second-line doctors and nursing staff undergo strict basic technical training and assessment. Provide timely feedback to the department on individual weak links for make-up classes and retraining.

(4) Grasp the key points and difficulties to create excellent emergency management

The emergency department has always been the window of the hospital. On the basis of a high degree of understanding of this, our hospital has improved the original emergency work system On the basis of this, the "Baoquan Township Health Center Emergency Department Work System" was revised to further improve emergency management and enable the 12 work systems of the emergency department to be implemented one by one.

According to the characteristics of the emergency department with a large number of critically ill and traumatic patients, we pay close attention to the word "emergency", and all rescue work embodies "steadiness, accuracy and speed", and we strive to continuously improve the quality of medical care and rescue efforts in a race against time. ability.

We require emergency department medical staff to have excellent basic skills, be proficient in rescue operations, master major critical illness and life support treatments, and have strong emergency response capabilities.

(5) Strict supervision of hospital infection management

In order to strengthen the management of hospital infections, a hospital infection management department is established, which is responsible for the supervision of hospital infections. The whole hospital has improved the three-level network for hospital infection management, formulated and implemented various rules and regulations for hospital infection management, and done a good job in publicity, education and training, so that hospital infection management has been standardized and normalized.

3. Implement various systems, strengthen doctor-patient communication, and enhance doctor-patient understanding

1. Communication is a very important link.

(1) Communicate well upon admission: let the patient and his family know the patient's current condition. The specialist for critically ill patients should explain the condition in detail and sign a serious illness (critical) notification if necessary. Let patients and family members know the names of the physician in charge and the nurse in charge, and know the time for communication about the condition.

(2) Communication during hospitalization: changes in condition, examination results, and treatment plans; especially when there are major changes in diagnosis and treatment, timely communication is required. For patients who cannot come to the hospital in time to understand their condition during the day, the condition must be handed over to the doctor on duty, so that the patient's family members can understand their condition with the doctor on duty.

(3) Communication before discharge: disease diagnosis and treatment results, outpatient follow-up time and possible side effects of drugs, treatment methods when the condition may change, examination items that need to be reviewed, etc.

(4) Communication with outpatients: diagnosis and treatment of diseases, effects and side effects of drugs, follow-up time, etc.

(5) Communication between doctors and nurses: whether medical actions are implemented in a timely manner, whether various examinations are carried out in a timely manner, whether changes in the patient's condition are handled in a timely manner, and whether there are any medical risks or disputes.

2. Earnestly implement the signing of the informed consent form. For specialist invasive examinations and treatments, specialists or above must communicate face-to-face with family members and patients, and observe the necessity, indications, possible risks and complications, medical expenses, and medical needs of the diagnosis and treatment. Or explain the time of treatment to the patient's family and sign an informed consent form.

3. For invasive or interventional operations and treatments, preoperative preparation must be made. Clarify the safe operation procedures for various punctures, and set up emergency vehicles and various first aid rescue procedures and specifications.

4. After invasive or interventional operations and treatments, strict operating procedures must be established and handover work done.

5. For patients with potential safety hazards, such as patients who are in critical condition, have fluctuating conditions, have mental disorders, do not cooperate with medical operations, and go out casually, etc., explanations must be done and the cooperation of the patients’ family members must be obtained. and understanding, set up full-time escorts when necessary, and do a good job of handover work.

4. Guaranteed by improving the quality of talents

The quality of personnel will directly reflect the level of medical quality, especially the quality of department management personnel, which will affect clinical work good or bad. Therefore, on the basis of the comprehensive implementation of the department director responsibility system in our hospital, our hospital adopts various methods to comprehensively improve the quality of management personnel to promote the improvement of medical quality level.

Our hospital adopts a competitive recruitment system for middle-level cadres, and a group of outstanding talents with strong professional capabilities, management capabilities and other comprehensive qualities have come to the fore and comprehensively promoted the construction of the department. After several months of operation, this measure has proved to be very beneficial, allowing a large number of outstanding talents to give full play to their professional talents and management skills.

5. Give full play to the advantages of informatization and strive for standardized management and high efficiency

Since the beginning of this year, our hospital has made rapid progress in informatization construction. Use informatization to drive the modernization of the hospital and fully promote the development of all aspects of our hospital's work, especially the development of medical quality and efficiency. After renovation, the hospital's outpatient departments and inpatient departments have fully realized that patients can be seen at any time, without having to go to the charge office to pay fees before treating patients and prescribing medicines as in the past.

Our hospital’s information system has integrated outpatient registration system, outpatient charging system, outpatient medication dispensing system, doctor workstation, medical order management system, admission and admission management system, office automation system, remote office system, financial management system, and equipment management system. , drug library management system, logistics distribution system, human resources management system, medical statistics and medical record management system, economic accounting system, and physical examination management system.

The information construction of the hospital fully embodies the use of advanced means to ensure scientific, standardized and efficient management, high-quality services, and ultimately benefit patients.

6. Promote nursing reform and innovate personalized services

For a long time, nursing management has been one of our weak links. After discussion, we unanimously believe that improving the level of nursing services is our key New requirements for quality service. Our hospital has implemented a comprehensive reform of the service model and proposed a new concept - personalized service. Treat the patient as a complete individual who is sick and seeking medical treatment and has both self-character and family and social characteristics. Target the patient's gender, age, disease type, disease stage, personal education level, living habits, emotional characteristics, family and social relationships, etc. Different in many aspects, we implement corresponding personalized service measures. The implementation of personalized services not only ensures the quality of medical care, but also emphasizes the individual needs and satisfaction of patients. Every detail of care makes patients even more satisfied.

In summary, in this Quality Service Month activity, our hospital, on the premise of comprehensively implementing quality management, strengthened medical quality management and monitoring and improved various aspects by effectively promoting the construction of medical ethics and medical ethics. system, improve the quality of talents, give full play to the advantages of informatization, implement nursing reforms, etc., and achieve standardized, scientific, informatized and high-quality medical quality management. All employees of our hospital firmly believe that with the further deepening of medical reform, under the correct leadership of superior leaders and with the efforts of all staff, the various undertakings of our hospital will achieve greater development and growth, and provide residents with better services. Better and better medical services. Hospital Medical Quality Month Summary 2

According to the overall arrangement of the hospital, this year’s Quality and Safety Month has been successfully concluded. With the careful organization of the quality and safety education activity month activity leadership group and the close cooperation of various departments, we focus on "making the hospital safe and stable operation, creating a relaxed and excellent environment for leapfrog development, and providing patients with scientific, convenient, reliable and safe medical services" "The overall goal is to strengthen quality and safety management, strengthen responsibility and service awareness, improve service quality, prevent medical disputes, eliminate medical accidents, promote rational use of drugs, implement the results of special antibacterial drug rectification, and control hospital infection, etc. implement. After a month of hard work, significant results have been achieved and the expected results have been achieved. The activities are summarized as follows:

In the past month, the office, medical department, nursing department, hospital infectious disease department, quality control office, Twelve departments and departments, including the Party Affairs Department, Pharmacy Department, Public Relations and Customer Service Department, Logistics Center, Equipment Department, Supervision Department, and Central Blood Bank, have held more than 20 training sessions for all types of personnel at all levels in the hospital, including clinical medical technology, administrative logistics, etc. Department coordination meetings were held 5 times, more than 10 academic lectures were held, and more than 10 systems and regulations were revised and improved. In March, the hospital had 34,320 outpatients, 2,470 discharges, and 782 operations. In the whole month, 8 complaints were received and 7 complaints were completed. During the safety month, *** received 3 letters of thanks and 5 banners.

1. Strengthen learning, training and quality control management, and comprehensively improve the quality of medical staff

(1) Quality control of medical records

On the afternoon of March 5, for resident doctors , attending physicians, department quality control personnel, and visiting physicians concentrated on standardized training in medical record writing and review and learning of difficult and critical medical record quality control issues. Emphasizing that the focus of this month's assessment is the timely completion, printing, and signing of electronic medical records, and focusing on the quality of medical records; on March 22, a quality control session on CCU critical medical records will be carried out, and medication reviews will be conducted with members of the Pharmacy Department; on March 25, various departments will be organized Experts from the clinical department's quality control team conducted final quality control on discharge medical records, including 46 general medical records and more than 30 difficult and critical medical records. During the inspection, it was discovered that there were individual Class B medical records among critical cases.

(2) Blood transfusion management

On the afternoon of March 5, the attending physician Xu Xiaoqiang from the Department of Hematology gave a training lecture on rational blood use and summarized the problems found in blood transfusion medical records. At the regular meeting of department directors on March 29, it was emphasized to study blood use issues disclosed in medical information and suggestions for improvement, and to promote blood use-related systems in clinical work.

(3) Rational use of drugs

Two "Young Physician Forums" were held on March 15 and March 22. With the goal of clinical standardization of medication, staff from the Department of Pharmacy discussed "the elderly "Human Medication", "Adverse Drug Reaction Monitoring", and "How to Use Chinese Patent Medicines Correctly" were explained, focusing on comments on common problems in clinical medication use in our hospital, and the Ministry of Health's requirements for our hospital and the principles of rational drug use. Teach in detail. By listening to the lectures, the majority of doctors have improved their theory and practice of standardized medication and achieved good results. On March 16, the Luliang City Respiratory Department Annual Meeting was held in our hospital. Professors from Zhejiang Medical University gave a lecture on "Rational Use of Antibiotics" and organized training for clinical department doctors. Organize members of the pharmacy department to participate in clinical department quality control, conduct prescription reviews, analyze the reasons for irrational drug use, report and criticize special problems, and formulate management measures to reduce drug ratios and promote effective and sustainable clinical rational drug use. In March, *** reviewed 300 prescriptions, reviewed nearly 300 medical records, and went to the department 15 times to promote rational drug use. The proportion of drugs dropped by 4 percentage points compared with February.

(4) Nursing safety work

On March 11, the Nursing Department convened the nursing staff of the auxiliary examination department to hold a safety management training meeting for patient outpatient examinations, which further clarified the nursing staff of the auxiliary examination department. Responsibilities of each position of the personnel, revised and introduced the out-of-home examination process for critically ill patients; on March 12, all nursing staff were organized to hold a "Nursing Risk Management Training and Nursing Adverse Event Case Analysis Seminar" in the multi-functional conference hall to conduct a review of the past two years. Typical adverse nursing incident cases were analyzed and discussed, and the prevention and countermeasures of nursing disputes were learned. On March 14, the Nursing Department organized and held a regular meeting of head nurses to put forward improvement opinions and measures to address issues such as young nurses' incomplete understanding of systems and norms and their inability to apply them in clinical nursing practice.

In addition, our hospital also notifies the whole hospital of the latest situation and developments of the quality and safety education activity month through regular meetings of department directors and head nurses, and through mechanisms such as functional departments contacting business departments. During the quality and safety education activity month, Luo Yanqing, a well-known psychology expert in Shanxi Province and director of the outpatient department of a large hospital in Shanxi, and Han Xuejun, director of the People's Mediation Committee for Medical Disputes in Shanxi Province, were invited to conduct lectures on doctor-patient communication theories and techniques and "Medical Disputes" respectively. A special lecture was held on "Preventive Countermeasures" to further strengthen the doctor-patient communication skills and legal awareness of medical staff. The municipal continuing education project "Lüliang City's First Standardized Intravenous Infusion Therapy Training Course", Luliang City's first Respiratory Professional Committee Annual Meeting and the first Quality Control Department training meeting were successfully held. On March 28, the Medical Affairs Office of the Provincial Department of Health organized experts to inspect the hemodialysis center and disinfection supply center of our hospital, and fully affirmed the hospital's infection control and the work of the above departments.

The implementation of the quality and safety education activity month has further improved the hospital's rules and regulations.

Since the launch of the Quality and Safety Education Month activity, the hospital office has successively established the "Conference Training Management System", revised and promulgated the "Fenyang Hospital Rewards and Punishment Regulations", and further strengthened the mechanism for functional departments to contact business departments; the Medical Department and the Supervision Department have revised "Relevant Provisions on the Handling of Medical Disputes" has improved the handling process of medical disputes in our hospital, clarified the corresponding responsibilities of each department and the method of bearing compensation during the dispute handling process; re-stipulated health education records and condition assessment; nursing The Ministry of Public Affairs has revised the "Procedure for Outgoing Examination of Critically Ill Patients"; the Party Affairs Department has formulated and issued the "Notice on Further Standardizing the Work-break Forum System", revised and improved the work-break forum system; formulated and issued the "Notice on Medical Staff Going out to Practice Medicine Privately" "Penalty Regulations"; the Department of Pharmacy issued the "Notice on the Clinical Use Management of Drugs" and the "Notice on the Clinical Use Management of Traditional Chinese Medicine Injections"; the Equipment Department issued the "About the Sharing of Emergency and Intensive Care Equipment***" to all clinical departments in the hospital. Notice on the Depreciation Management of Central Equipment; the Infectious Diseases Department of the hospital took the lead in formulating the ventilator use management system and disinfection process; the Public Relations and Customer Service Department revised the return visit system for discharged patients; the Quality Control Office further improved the relevant details of the performance appraisal of our hospital, and worked with Relevant functional departments have gone deep into each department together, and each department has conducted supervision and inspection, and achieved certain results.

Make the rules and regulations of our hospital more perfect and make the management work more scientific and rule-based.

2. Shortcomings

While affirming our achievements, we are also clearly aware that we still have shortcomings. During the month of this activity, through searches, we found that our hospital mainly has the following problems: First, the rules and regulations of some departments are not strictly implemented, and the handover records are not detailed; second, during the electronic medical record supervision process, it was found that individual doctors’ medical records were completed The timeliness is poor and the quality of the content is weak; third, individual departments are neglected in management, a small number of medical staff have weak sense of responsibility, weak safety awareness, and imperfect refined services; fourth, doctor-patient communication and doctor-doctor communication are not in place in individual departments; fifth, large-scale Prescribing and irrational use of antibiotics still occur from time to time, seriously affecting the improvement of patient satisfaction.

In response to the existing problems, our hospital will strengthen the work in the following aspects: First, further strengthen the supervision and implementation of the core system, conduct regular written and oral inspections of the core system, and conduct unqualified Penalize medical staff; strictly implement the handover system and pay attention to the quality of handover; secondly, strengthen the construction of professional ethics and industry style, strictly enforce work discipline, and eliminate the phenomenon of leaving work; thirdly, give full play to the supervisory responsibilities of the quality control team, strictly supervise the quality of links, and strictly Pay attention to the implementation of various indicators; the fourth is to strengthen communication with patients, formulate detailed rules for every link from admitting patients to discharge, from consultation to treatment, from nursing clothing, words and deeds to service attitude, etc., to achieve refined services ; The fifth is to further strengthen the management of large prescriptions, rational use of antibiotics, and drug proportions. Hospital Medical Quality Month Summary 3

1. Service Quality Month Activities Arrangement:

1. Starting from April 18, we will solicit patients’ opinions on the current situation by visiting patients and filling in service quality return visit cards. Problems and shortcomings in each service link of the hospital, as well as constructive suggestions for better future development of the hospital, classify and summarize the problems on the service quality return card, which service link caused the problem, and which link. Medical staff wrote written corrective measures to prevent the same phenomenon from happening again.

2. In order to further carry out the Quality Service Month activities, the hospital specially formulated the "Hospital Medical Ethics Code of Conduct for Medical Staff" and bound it into a volume, one for each person. It requires each medical staff to stand in the patient's position and From the patient's perspective, we conducted self-examinations on our own service process and service quality in accordance with the requirements of the "Code of Medical Ethics for Hospital Medical Staff", and each person wrote a self-examination report and improvement suggestions. He also gave a speech at a general practice meeting and was reviewed by district general medical staff.

3. In the quality service month activities, the hospital put forward the slogan of "increase service awareness, create high-quality services, and satisfy patients", and made banners and slogans to hang in the hospital lobby.

In addition, through the company's website and bulletin board, the hospital's various services are promoted so that patients can have a comprehensive understanding of the hospital's services and measures. The hospital also announced its 24-hour service obligations and responded to various patients' questions about the disease. Questions and health care knowledge are answered in a timely manner to further facilitate patients.

4. The hospital also organized some medical staff to conduct a free clinic in the student apartment, measuring the height, weight and blood pressure of the students for free, and answering various medical questions and consultations raised by the students on the spot.

5. Publish and post the hospital’s service commitment system and service quality supervision and complaint hotline on the company’s website and in conspicuous places in the hospital. If patients are dissatisfied or dissatisfied with the service process in all aspects of the hospital, If you have any questions, you can call the service quality supervision and complaint hotline at any time. After careful investigation and inquiry, the hospital will give the patient a satisfactory answer in the shortest possible time.

2. The following problems and deficiencies were discovered through self-examination:

1. The service attitude and service awareness of individual medical staff are still far behind the requirements of patients. They should use civilized methods at work. Inadequate wording, lack of communication with patients, and occasional doctor-patient disputes caused by patients not understanding or medical staff not explaining properly.

2. Medical staff have poor behavioral standards, are not neatly dressed during working hours, have poor indoor hygiene in some rooms, or have some debris unrelated to work scattered around, which affects the overall image of the hospital.

3. Individual medical staff cannot treat patients wholeheartedly, and do not perform their job responsibilities and service standards in place, which reduces patient satisfaction with hospital services.

4. Medical staff in different positions lack mutual collaboration and act independently, lacking an overall concept.

5. The implementation and implementation of various hospital systems are not in place, and the assessment, supervision and punishment are not strong enough.

3. In response to the above existing problems, the following rectification measures have been formulated:

1. Organize general medical staff to study the "Code of Medical Ethics for Hospital Medical Staff" and conscientiously implement and implement it According to various provisions in the "Code of Medical Ethics for Hospital Medical Staff", assessment and supervision will be strengthened, and penalties for violations will be increased to ensure the improvement of service quality.

2. Organize individual medical staff with poor service attitude to strengthen their studies and improve their own quality and work responsibility. In the future, the hospital will terminate the labor contract with those who have been repeatedly criticized and educated ineffectively.

3. Focus on strengthening the implementation and assessment system of the hospital's various service standards, improve the hospital's service quality, organize all staff to strengthen business and technical learning, and comprehensively improve the quality level and service quality of medical staff.

4. The service quality survey conducted by the head office this time has the following evaluations of the hospital:

1. The leaders have a high evaluation of the hospital’s overall service. Most students and employees think that the hospital’s The overall service is relatively good and average. A small number of students and employees think that the hospital's service attitude is poor, but overall, the hospital's service level is still relatively good.

2. Teachers and students also pointed out the following areas for improvement in the hospital:

Drug prices are high.

The diagnosis is too sloppy, and medicines are given without diagnosis, and sometimes the symptoms are not correct.

The conditions are poor and some diseases cannot be treated in time.

The medical staff have a bad attitude and ignore the students, and do not treat students and leaders equally.

3. In response to the above requirements of teachers and students, the hospital has decided to take the following corrective measures:

The hospital pharmacy is now fully entrusted to a regular pharmaceutical company. In the future, the prices of drugs sold by the hospital will be based on the market. The hospital sells at retail prices and publicizes drug prices. The hospital will check drug prices from time to time. If the price of the same drug from the same manufacturer and specification is found to exceed the market retail price, the hospital will impose financial penalties on the pharmaceutical company.

During the diagnosis and treatment process of each patient, outpatient doctors are required to patiently listen to the patient's description of the condition, carefully inquire about the medical history, conduct careful examination, conduct comprehensive analysis, and make accurate and timely decisions based on relevant test results. Diagnose and issue correct and reasonable treatment plan. It is strictly prohibited to indiscriminately prescribe drugs that are not related to treatment, use drugs rationally, and do not increase the financial burden on patients.

Due to the limitations of the hospital’s existing equipment and medical technology, some diseases cannot be further examined, diagnosed and treated; difficult diseases cannot be diagnosed after two follow-up visits or the condition cannot be alleviated and controlled after treatment. If there is no improvement or worsening of the condition, the patient should be promptly advised to transfer to a higher-level hospital for diagnosis and treatment, and should be responsible for contacting the transfer matters to avoid delaying the condition.

Outpatient doctors should treat patients with a kind attitude and friendly tone, patiently answer relevant questions raised by patients, and explain the reasons as much as possible for questions that cannot be answered immediately. They should not reprimand, make things difficult, or shirk patients for any reason. , and always treat students and leaders equally.

In the future, hospitals should continue to improve their service attitude, enhance service awareness, put the interests of patients first, think and handle problems from the patient's perspective, and gradually establish a harmonious doctor-patient relationship.

5. In order to better serve patients, the hospital will launch some new service measures in the future:

1. The hospital holds voluntary services every quarter in the student apartments, free height measurement, weight and blood pressure, and provide consultation on the treatment and prevention of common diseases.

2. In order to further improve the service information feedback and supervision system, the person in charge of the hospital holds 2-3 symposiums with student union officials and student representatives every semester to listen to the suggestions and needs put forward by the students, and discuss them every semester. The department appoints a supervisor to provide feedback to student patients at any time, supervise the hospital's various service procedures and service commitments, and promote the improvement of service quality.

3. Continue to provide some humanized services, such as providing free disposable paper cups and boiled water to patients; providing hand warmers to infusion patients in winter; helping unaccompanied patients go to the toilet; helping infusion patients get medicines Go to the ward on the second floor; store medicines purchased from outside that need to be refrigerated for patients; help patients prepare traditional Chinese medicine. ;