Smiling service includes: smiling face, sweet words, getting rid of swearing, good service attitude and patient-centered. How to handle contradictions, etc.
Second, hospital staff also need it? Happiness index?
1. First of all, the management should take the initiative to adjust the concept, not only pay attention to patients, but also pay attention to employees.
2. second, Happiness index? Progress lies in solving the reasonable demands of employees.
3. Let employees feel the feeling of being masters of their own house.
4. Build a career development platform for employees. By developing sub-majors and upgrading hardware facilities, the bonus will be tilted to clinical departments and risk departments. While providing them with generous treatment and a good development platform, we should set the annual development goals of the department, give both rewards and punishments, and link performance.
1, further strengthen the internal management of the hospital, constantly improve the system and improve the service quality;
2. Formulate relevant incentive measures and actively cultivate imported talents;
3. Improve welfare treatment, retain technical talents and improve the level of medical technology;
4. Strengthen medical ethics education and improve service attitude;
5. Give full play to the role of Party organizations and increase their own propaganda;
6. Set an example and vigorously promote good deeds;
7. Open the transparency of medical charges to patients;
8. Organize communication activities between doctors and patients in wards, communicate with patients and their families, gain the understanding and support of patients and their families, and harmonize the doctor-patient relationship;
9, more medical ethics, etiquette, business training, improve the ideological quality and professional and technical level of medical staff, effectively put an end to? Cold, raw and hard? Phenomena and medical disputes;
10, change thinking, empathy, is it really true? Service? Concept, regarding patients as customers and patients as God;
1 1, in the treatment of patients, should be reasonable examination, rational use of drugs, put an end to large prescriptions;
12, strengthen medical safety education and improve the ability to prevent medical accidents;
13, in order not to meet the health needs of the masses, increase more advanced medical equipment;
14, the political review should be held several times a year, or go to the ward to supervise the review regularly.
Staff Suggestions on Hospital Development Chapter IV Hospital Leaders:
This year is a crucial year for the development of our hospital. Three good and one satisfied? And then what? Does the medical quality go to Wan Li Road? The activities are being carried out in an orderly way, and the deficiencies are rectified, which makes the above two activities vivid and fruitful. Do a good job in comprehensive target assessment, and do a good job in medical quality, high-quality nursing service, rational drug use, hospital management, etc. Dimethyl? Lay a good foundation. In a blink of an eye, I have been in hospital for more than 2 months. The following are some suggestions to the hospital based on what I have seen and heard in the past two months. Each suggestion is for reference only because of personal level. Please criticize and correct the shortcomings.
1, existing problems: government decrees are unreasonable, complaints abound, people go their own way, and responsibilities are unclear. Cause analysis: the performance of the law is soft execution. Procrastination, vague language and weak execution. There are many obstacles in the implementation of hospital rules and regulations. False execution and payable execution? For example, some small meetings of cadres' meetings were held, but after the meeting, they did not understand the spirit of the meeting, did not effectively implement it, and did not personally participate in specific work; Individual workers do not listen to the arrangement of direct leadership in practical work, saying: I only listen to the dean. What's so great about you? This is the bad performance of the decree being unreasonable and going its own way, which makes some leaders' work arrangements unable to be implemented and in an embarrassing situation. Some cadres and workers don't know what they should and shouldn't do, and they are in a fog all day. The consequences of poor government decrees, unclear responsibilities and poor implementation are that hospital rules and regulations cannot be effectively implemented, public interests are directly damaged, and interest demands cannot be realized.
Countermeasures: At present, the division of labor and responsibilities have been clearly defined, and the pace of administrative management must be accelerated to enhance the prestige of administrative management. Don't do everything, okay? It is necessary to grasp the typical, highlight the bright spots, and take the area from point to area. Teacher Guo Deyou also gave us a good lesson last time. Improving executive power is an effective measure to restrain the smooth implementation of government decrees and go its own way. Introduction? Hospital employment method? Strict employment system, open job competition, adoption? The almighty is better than the mediocre? The principle of. Put an end to complaints from hospital cadres and workers. We strictly abide by the rules? Comprehensive target management assessment criteria? Grasp the first level and resolutely implement the supervision, assessment and evaluation system. ? The life of the system lies in its implementation? . We will never implement various systems? Make an exception, create? Soft environment? . Let the system play its due role in regulation, restraint and checks and balances.
2. Problems: Some cadres and workers are old-fashioned, with unclear responsibilities and no correct development concept.
Cause analysis: some cadres and workers put economic benefits first and think that economic benefits are directly related to monthly wages; For example, what do you say if you have employees? We don't care that much, as long as we get the money. What shall we do with those things that have no money? We used to do this all the time. . Regardless of the social benefits and the long-term development of the hospital, I think the social benefits are intangible, and the development of the hospital belongs to the boss and has nothing to do with my salary. I didn't expect personal interests to override social benefits and hospital development.
Countermeasures: The whole hospital must change its thinking, emancipate its mind, unify its understanding, actively plan hospital development ideas, change its work style, improve its service concept, study and solve outstanding problems, clarify its work ideas, clarify its division of responsibilities, and implement them layer by layer. Do we have development direction and innovation? Dimethyl? Goals, institutional measures and working mechanism. We should be market-oriented, give full play to our regional and own advantages, take refined management as a means, and use? Fishing net style? Management and accountability model can't be the same as usual? It's only windy and not rainy? Implement the accountability system, clearly distinguish rewards and punishments, remold the image with a sound working system and efficient working mechanism as the guarantee, and strive to achieve synchronous and leap-forward development of economic and social benefits. With the development of the hospital, the quality of life of employees has been further improved and improved.
3. Problem: There is no perfect feedback channel and response mechanism. Cause analysis: there is no body in the hospital? Complaint email? There are platforms for cadres and workers, patients and their families, and people in society. Have good opinions and suggestions on the hospital. We can't ignore this sentence. The authorities are fascinated by the beholder? .
Countermeasure: set up a corpse in a suitable place in the hospital? Complaint email? Get a pen and paper ready. Let the hospital cadres and workers, patients and their families, and the public provide a platform for giving good opinions and suggestions. We arrange a special person to collect opinions once a day, sort them out, accept and adopt good opinions and suggestions with humility in time, and explain those who make unreasonable demands one by one, so that they can get satisfactory answers, reduce misunderstandings, win everyone's understanding and support, and build a harmonious relationship between cadres and patients.
4. Problem: The attendance system has not been implemented.
Cause analysis: Some employees have no strict concept of time and don't know that orderly time application will bring high efficiency. The hospital also didn't pay attention to the importance of attendance.
Corresponding measures: install a fingerprint attendance device on the first floor, and designate a special person to be responsible for management. Attendance is the basic work of hospital management and an important basis for calculating wages, bonuses, labor insurance benefits and other benefits. In order to strengthen the management of labor discipline, strictly observe the attendance system, establish a good work order, continuously improve work efficiency, and ensure the completion of work tasks, leaders must pay attention to it.
5. Existing problems: information errors in the medical insurance network.
Cause analysis: ① Direct cause of software: that is, the internal software of the hospital does not match the medical insurance network, and the uploaded data cannot be synchronized, resulting in information errors. (2) people are not skilled in software operation or are not responsible for their work. The last medical insurance incident in Pok Oi Hospital was also the result of irresponsible staff. A person may not be able to do everything well, but when everything is not serious and responsible, it is impossible to overcome difficulties and give full play to his greatest potential with this attitude.
Corresponding measures: find out the reason of software mismatch, prescribe the right medicine, or replace the software; Let information entry personnel be more proficient in software operation skills, and at the same time let employees learn professional knowledge at ordinary times, cultivate responsible knowledge, feelings and beliefs, and the corresponding conscious attitude of abiding by norms, taking responsibility and fulfilling obligations. That is to develop a sense of responsibility and responsibility, that is, to do your own thing well, do your best to do what you undertake, and finish it seriously and responsibly.
6. Problems: Human errors in medical insurance work have not been effectively punished.
Cause analysis: lack of punishment mechanism and poor execution.
Countermeasures: strengthen the leadership of medical insurance organization, clarify the division of labor and implement it at all levels. Human error should be dealt with seriously and never tolerated. The medical insurance fund is insurmountable? High voltage line? What shall we use? Pyramid? Deal with the type and punish one by one. When there is a problem with the task you undertake, you should be brave enough to take responsibility and not shirk it.
7. Problem: The telephone follow-up rate of discharged patients is not high, and the opinions and suggestions of patients have not played a good role.
Cause analysis: The hospital has no follow-up system for discharged patients or other factors.
Countermeasures: The hospital appoints a special person to be responsible for the telephone follow-up of discharged patients. Telephone follow-up registration of discharged patients? Record the patient's condition after discharge and his opinions and suggestions to the hospital. Patients' opinions and suggestions are the best gifts for hospitals. All functional departments and clinical departments should follow up the accountability system, rectify quickly, and organize discussions and implement relevant suggestions. The discharged patients are required to be followed up at least once a month and three times in a row. Commend and reward departments and individuals who evaluate patients well, and criticize and punish departments and individuals who evaluate patients poorly.
8. Existing problems: too many drugs in the department are returned to the library.
Cause analysis: human factors caused by data transmission by software are profit-driven.
Corresponding measures: carefully find out the reasons for excluding software; It is necessary to guide cadres and workers to correctly understand the true meaning of interests, including money, rights and material aspects, as well as all spiritual aspects such as emotion, friendship, ideal, ambition and trust. In order to obtain benefits, these three conditions must be met: ① take it as it is; 2 a gentleman loves money and takes it properly; (3) Altruism and egoism are not juxtaposition, but causality. Altruism comes first and self-interest can be achieved. Continue to reduce the proportion of drug withdrawal and management mechanism. Be sure to strive for peace of mind and sleep well. Otherwise, it will add unnecessary economic burden to patients and bring irreversible consequences to themselves and the hospital.
Responsibility is the foundation of a person's life. An irresponsible person is often irresponsible for his own actions, and some even ignore the most basic norms, which harms the interests of others and society.
9. Existing problems: abuse of antibiotics.
Cause analysis: the lack of medical theoretical knowledge is driven by interests.
Countermeasures: Strengthen medical staff's study on the management methods of clinical application of antibacterial drugs and theoretical knowledge of related disciplines, and master the basic principles of rational use of antibacterial drugs. Medical personnel who do not operate in accordance with the Measures for the Administration of Clinical Application of Antimicrobials should be dealt with severely, and economic penalties may be considered when necessary.