Yu Shiwei on medical ethics and medical style education

“Serve diligently and prudently, and put morality first”, this is a “hospital motto” proposed by xxx Hospital, the predecessor of xxx Hospital, in 1912, which means: Doctors serve patients, uphold medical ethics, and serve with sincerity. To serve you, you must be cautious in every word and action you take, and be diligent and thoughtful in every move you make. Along with the great wheel of time, after a hundred years of inheritance and innovation, the "foundation of medicine" of "diligence and prudent service, morality first" has long been integrated into the formulation of the hospital's policies for the people, the implementation of convenience measures, the dedication of sincere service, and the treatment of patients. In the patient's gratitude. 1. "Integrity" starts with concept conversion "Integrity service" is an innovation in service concept. In 2005, under the guidance of the municipal government and municipal bureau’s practical spirit of doing things for the people, the new team inherited the tradition, stepped out of history, and innovated ideas. “Serving with integrity and creating brand benefits” was included in the target tasks as the focus of the hospital team’s work. The "Leading Group for Creating an Integrity Demonstration Hospital" and an office headed by President xx were established, and the "Implementation Plan for Deepening Quality Services and Striving to Create an Integrity Demonstration Hospital" was established; the "Patient-centered and Treating Patients as Friends" was proposed. , the service concept of "making patients satisfied starting from entering the hospital". Concepts determine actions. In order to make this service concept recognized by all employees of the hospital and deeply rooted in employee behavior, at the beginning of the year, the hospital held the "Mobilization Conference to Deepen Quality Services and Strive to Create an Integrity Demonstration Hospital" and clinical, medical technology, At a symposium with departments, veteran experts, and young backbones, President xx analyzed the situation with everyone, talked about the current situation of the hospital and the crises it faced, and helped everyone change their ideas and clarify their goals. With the change of concept, the hospital decomposed the goals and tasks in accordance with the "Evaluation Standards for Creating an "Integrity Demonstration Hospital" in Chengdu", assigned goal tasks, implemented goal responsibilities, and implemented a goal accountability system. Cadres above the head nurse and the dean of the hospital We signed the "Target Responsibility Letter for Creating an Integrity Demonstration Hospital", promising to use high-quality services as a carrier to comprehensively improve service quality, serve patients sincerely, and create a century-old hospital with an enduring brand of honest service. In order to fundamentally change the management concepts and service concepts of cadres, the hospital conducted a three-day closed training for all management cadres from April 22 to 24. Invited professor xx, senior accountant of xx University, teacher xxx from School of Public Management of xx University, director xxx of xx University, professor xxx of xx University, and lawyer xx of xx Law Firm, to conduct "Full Cost Accounting", "Enterprise Lectures on six topics including "Cultural Construction and Management", "Establishment and Evolution of Marketing Concepts", "Leadership Art", "Human Resources Management", "Medical Dispute Handling Skills", as well as "Service" in Yu Shiwei's "Leadership Quotient" "Quality", "Thinking Power, Decision-making Power, Execution Power", "Service, Go One More Step" and "Don't be afraid of not being able to do it, just be afraid of not being able to think of it" and other audio-visual feature films. All the cadres had a copy of "No Excuses". Through the training, everyone benefited greatly, and realized the existing gaps between the depth of their thoughts and the current management situation, which further promoted the change of management concepts and improved their understanding of scientific management, service concepts and modern marketing, which greatly inspired management Enthusiasm and motivation for practice. After the study, all the cadres of the hospital devoted themselves to building an honest hospital and promoting the development of the hospital. 2. Efforts were made to solve the problem of difficulty and high cost of medical treatment and consolidate the connotation of "honesty and trustworthiness" of our hospital. The service work began in 1990, and in the same year it was among the first batch to win the honorary title of the city's "Quality Service Demonstration Unit". Over the past 15 years, the hospital has continued to deepen the connotation of quality services. Especially in the past two years, as competition in the medical market has intensified, people's demand for medical services has increased. Standard requirements have increased, and the hospital's high-quality services have been continuously deepened in both form and content. The "patient-centered" service concept has been implemented throughout the hospital's work and rooted in the behavior of employees. The hospital's two civilization constructions have achieved fruitful results. , social visibility and reputation continue to rise, and has successively won the honors of Sichuan Provincial Civilized Unit, National User Committee Advanced Unit of Quality Service Month, the Provincial Party Committee Organization Department's "Sample Party Organization for the Practice of 'Three Represents' by Communist Party Members", and the City's "High Quality There are 6xxxx honorary titles such as "Best Service Unit" and "Civilized Unit Model" in the city.

This year is the year of quality management of the health system. In order to further strengthen hospital management and ensure that patients receive safe, effective and high-quality medical services, the hospital has developed and improved the "Medical Quality Management System" from the aspects of system management, process management, committee management and quantitative management. Assessment Standards". The "Standards" involve clinical and medical technology departments, and cover all aspects and links of medical care such as ward rounds, shift handovers, medical record writing, and rescue of critically ill patients by third-level doctors. The "Medical Quality Assessment Team" composed of the Medical Department, Nursing Department and experts goes deep into one department every week to assess all aspects of the entire process of medical care quality starting from the handover. The team conducts inspections for 2 consecutive days. Reasonable prescription is a key assessment content. The assessment results are linked to department and individual monthly bonus distribution and year-end target assessment. 3. Establish an efficient patient complaint handling mechanism. Patient opinions can best reflect their needs and existing problems in the hospital. In order to further improve the patient complaint handling mechanism, this year the hospital has added a series of rules, regulations and measures such as the "Management Regulations for Handling Patient Complaints", "Revisit System for Discharged Patients", "Medical Ethics and Medical Style Inspection System", "Medical Ethics and Medical Style Reward and Punishment System", etc. Detailed regulations have been made on the reception and handling of patient complaints, return visit procedures for discharged patients, and inspections of medical ethics and practices. The Health Bureau forwarded our hospital's "Management Regulations for Handling Patient Complaints" to all municipal medical and health units as a model for promotion. The hospital takes the initiative to listen to the opinions of patients and has established a door-to-door return visit team for discharged patients. It insists on visiting 2xxxx patients at home, 2xxxx patients by phone, and 3xxxx patients by letter every month; it continues to insist on random distribution by departments, hospital quality offices, and work ethics offices from time to time. "Patient medical opinion cards" and "outpatient and discharged patient questionnaires"; the complaint reporting hotline is announced to the public, and the "patient opinion boxes" distributed throughout the hospital are opened every week, and there is a complete dean's reception day system. Since March of this year, 5xxxx patients have been visited at home, 10xxxx patients have been visited by phone, 10xxxx patients have been visited by letters, and outpatient and hospitalization questionnaires have been issued. Every complaint from a patient is taken seriously. The hospital will never tolerate or severely punish any patient complaint that is verified to be true. This year, xxxx medical staff were complained by patients about receiving cash and failing to provide invoices in a timely manner during diagnosis and treatment. After receiving the complaint, the Ethics Office immediately conducted an investigation. After investigation and verification, in accordance with the relevant rules and regulations of the hospital, the doctor involved was ordered to immediately return all the cash to the patient. , apologized to the patient in person and asked for their understanding. At the same time, the hospital demanded a cash fine of 10 times, withheld the bonus for the month, canceled the first-class evaluation qualification for the year, and publicly reviewed it at the hospital meeting. 4. Implement clear prices and transparent charging. The hospital has a complete three-level price management network of hospital, department and ward, and implements a medical price disclosure system, an outpatient drug list system, an inpatient fee list system, and a discharged patient fee pre-examination list system. The main medical service items, prices and drug price specifications are posted on the wall, and there are electronic display screens, multimedia touch screens and computer network query systems. This year, price announcements for inspections, imaging, B-ultrasound examinations, etc. have been added. In order to facilitate patient inquiries, the outpatient hall and inpatient department are equipped with electronic touch screen inquiry systems and drug price inquiry systems. Each ward of the inpatient department provides 24-hour dedicated inquiry services for inpatients. Each department strictly implements the national 3966 charging standards and incorporates them into the dean's quality rounds. The Medical Department, Nursing Department, and Finance Department conduct regular supervision and inspections to avoid arbitrary charging, decomposed charging, and independent project charging. On May 1, 2005, the provincial and municipal price bureaus inspected the price charges and publicity of our hospital. Through on-site inspections, questioning patients, and checking patient payment lists, the inspection team conducted detailed inspections on the medical charges and price publicity of our hospital. and management work were highly praised. 3. Pay attention to the subtle manifestations of "integrity". The connotation of integrity is kindness, sincerity, and integrity. Today, when there is a crisis of trust between doctors and patients, it is very important to focus on solving hot issues of concern to patients and society, establish a professional culture of integrity and ethics, and improve social trust in medical services. In 2005, the hospital loudly proposed the service concepts of "taking patients as the center and treating patients as friends" and "making patients satisfied starting from the moment they enter the hospital".

In order to make the service concept of "patient satisfaction starts from the moment they enter the hospital" be truly reflected in every link of hospital services, so that every patient who comes to the hospital can feel all the patient-centered humane care and sincere services of our hospital and warm services. Each department continuously improves convenience measures based on work content and patient needs, and provides "four priority" services to special groups such as military personnel, the elderly, disabled people, and pregnant women all year round. This year, on the basis of the original 10xxxx convenience measures, each department has further added convenience measures starting from patient convenience and humane care, such as: 1) Transforming and rebuilding service processes to reduce cumbersome medical treatment procedures. Sixty service processes have been set up, including outpatient and emergency treatment procedures, admitted patient reception procedures, social security patient treatment procedures, inpatient examination procedures, and checkout procedures; an outpatient treatment guide card has been printed to inform experts, specialist disease times, driving routes, Emergency telephone number, etc.; edited a medical guide to introduce specialties, experts, health knowledge, new business launched by the hospital, etc. 2) Introduce dry biochemistry instruments and centralize all outpatient examinations in the outpatient examination room. This will change the previous phenomenon of requiring patients to be sent to the inpatient examination room in the surgical building for certain examination items, ending the history of outpatients traveling back and forth, and also It ensures that the test report is issued on the day of the test; blood drawing is implemented around the clock to ensure that patients are always available for inspection; 3) the number of expert clinics is increased in response to patient needs; expert clinics and elective surgeries are opened on Sundays and holidays; 4) patient needs are established The registration book will be improved and added according to the needs of the patients; 5) The glass partitions have been removed from the registration, pharmacy, charging and medicine-taking windows, and the staff have close contact with the patients. Clear voices and transparent operations allow patients to register, Payment and medicine retrieval can be seen and heard clearly; 6) The outpatient hall, patient infusion room, and emergency room have added shelves of newspapers, magazines, and health promotion materials to facilitate patients' access; 7) Hired xxxx, a graduate of etiquette major, to enrich medical guidance Service personnel, strengthen the work of the medical guidance service team; the medical guidance team implements standing service, smiling service, Mandarin service, actively receives and pushes patients, and supports the elderly and the young. There are medical guides on duty on weekends and holidays to promptly address patient needs; 8) Purchase 9 additional wheelchairs to provide convenience for patients with limited mobility; 9) Establish an accompanying service center, with full-time nurses responsible for accompanying outpatient, emergency, and inpatient services The work of pushing and accompanying patients and patients with limited mobility for examination "returns ward workers to patients and to the ward", which meets the hygiene and cleaning needs of inpatients and wards, and is highly praised by patients and their families; 10) "Reduce "Volume, return a quiet recuperation environment to patients", employees consciously reduced the volume of their speech, and set their mobile phones to "vibrate" during working hours to speak softly, walk softly, and operate softly; 11) Thickened the shielding screen in the injection room , better maintaining patient privacy; 12) The main service desk and pharmacy provide patients with reading glasses and other convenience items; 13) The canteen carries out a questionnaire survey on food quality, and distributes questionnaires to patients and employees every month to proactively solicit opinions. Continuously improve the food quality and service to meet the needs of patients; 14) In order to ensure the safety of patients' personal belongings, on the basis of adhering to the "one-meter line" at the payment office window, a "one-meter line" facility has been added at the checkout area of ??the inpatient department; 15) For companionship Carry out unified management, strengthen training, improve service quality, and meet patient needs; 16) Change the practice of not conducting social security review and settlement procedures on Saturdays and Sundays, and take the lead in the municipal health system to launch discharge social security review for social security patients on Saturday and Sunday mornings , settlement procedures, reducing the burden on the patient's family and greatly facilitating the patient. 17) Expand in-hospital medical services. Each ward has added a nursing needs registration book; opened an appointment hospitalization service; and launched a home care consultation column online. With the deepening of the hospital's quality service work, the number of outpatients increased significantly in 2005. Especially in April, as the temperature rose, the number of outpatients in the internal medicine and dermatology departments increased significantly. In particular, the number of outpatient visits in the dermatology department reached 100xxxx per day. In addition to carefully guiding patients in outpatient clinics, medical service staff adhere to the "one doctor, one patient" system to ensure a quiet clinic, orderly treatment, and maintain patient privacy.

The increase in patients has caused many patients to miss their lunch time while waiting for treatment. In order to show care for patients and ensure that every patient who comes to the hospital can see a doctor, the outpatient doctors and window service departments have proposed that "as long as there is one patient, we will "I will not get off work" and consciously extended the off-duty time. At noon, the hospital distributed free snacks to patients waiting for treatment. Although the doctors were also hungry, the patient-centered service concept enabled them to persist until every patient was treated. Talent is off work. A patient was moved when he received the snacks sent by the medical staff: The doctors were still hungry to treat us, but the hospital sent snacks to our patients. They really thought about the patients. The hospital was very considerate. The service is so attentive. In order to reduce the waiting time for dermatology patients to pay, the outpatient fee and pharmacy windows on the fourth floor have added Saturday services. At the same time, when the outpatient housing is in very short supply, the hospital has specially added a fee window on the fifth floor to facilitate patient payment. In order to meet the needs of patients, the hospital has implemented the "Special Approval System for Integrity Service Deans". The "dean's special approval system" ensures clinical and patient needs. For example, at a self-examination meeting of the Integrity Demonstration Hospital, it was reported that the number of dermatology patients was increasing, there were no drinking water facilities, and the treatment lounge chairs could not meet the needs of patients. Director Zhao immediately With special approval, the next morning, a new water dispenser was put in place, and a rest chair was added. At the same time, snacks were given to some patients waiting for treatment at 12 noon. A charging window was added on the fifth floor of the outpatient clinic to enable charging for each floor of the outpatient clinic. 4. "Integrity" comes from the voices of patients. As the work of creating an "Integrity Demonstration Hospital" is carried out in depth, all employees of the hospital adhere to the service concept of "patient-centered and regard patients as friends" and strive to provide patients with high-quality medical care. Nursing services truly strive to "make patients satisfied starting from the moment they enter the hospital." The Hospital's Quality Service Office receives many banners and letters of thanks from patients every day. Some patients make a special trip to the hospital to express their gratitude. Many Patients left their heartfelt words of gratitude in the ward opinion book. An old man made a special trip to the hospital to create the "Integrity Demonstration Hospital Office" to thank Director XX of the Department of Dermatology for diagnosing and treating his wife who had been bedridden with skin diseases for a long time, and repeatedly asked the hospital to praise him. She said: "As a family member of a patient, I really admire Director xx's medical ethics, medical skills, and medical style. In today's materialistic society, it is really rare for Director xx to selflessly help others regardless of remuneration." The image of a doctor with a caring heart and a doctor who saves lives and heals the wounded is best reflected in her!” The “Patient Visit Register” on March 29 recorded the gratitude of a patient who had received infusion in the outpatient clinic: “I feel A good medical staff is always thinking about our patients and sharing our worries. In the eyes of others, what they do is small things, but to me, it is an unforgettable true love in a lifetime. But without these How can small things show that they are doing real things for our patients? ""Integrity" service allows patients to feel the sincere service, warm service, and humane caring service of all the medical staff in our hospital, "xx Daily" 3 On April 15th, the theme was "Rebuilding the brand of 'Integrity' in a century-old hospital", and on April 27th, they were titled "Inheriting tradition, stepping out of history, and innovating services - looking at the details of the No. 2 Hospital of the City to truly create an 'Integrity Demonstration Hospital'". A detailed report was made on the work of our hospital to create an "Integrity Demonstration Hospital". The work of creating an "Integrity Model Hospital" has been praised by patients, recognized by the society, and paid attention to by the media. According to statistics, from January to April 2005, the hospital treated 16,608xxxx patients in outpatient clinics, a year-on-year increase of 1.1xxxx; 1,503xxxx patients were treated in emergency rooms, a year-on-year increase of 0.xxxx; there were 492xxxx admissions, a year-on-year increase of 5. 89.xxxx, a year-on-year increase of 5.xxxx. Received patient red bulletins, banners, and commendation envelopes, and received media coverage. "Integrity" makes all hospital staff care about patients; "integrity" allows clinical practice to revolve around patients and institutions to revolve around clinical practice; "integrity" enables satisfaction Patient needs are the pursuit and patient satisfaction is the purpose; "Integrity" benefits patients and the hospital develops; "Integrity" will be the hospital's eternal commitment, eternal philosophy, and eternal actions, integrated into every aspect of medical service work, every step of the way. One position.