Implementation plan of hospital health quality service 1
I. Guiding ideology
With Deng Xiaoping Theory and? Theory of Three Represents theory? Guided by important thoughts, guided by establishing Scientific Outlook on Development and building a harmonious socialist society, with the goal of comprehensively improving the overall quality of medical staff and improving the quality service level of the medical and health industry, we should deepen education, create an atmosphere, improve the system and strengthen management, stimulate the enthusiasm and creativity of medical staff to consciously provide quality services for patients, and promote the comprehensive, healthy and rapid development of the hospital.
Second, the content of the activity
This time, we should focus on the following four aspects in the hospital's 100-day quality service competition:
First, improve the quality of diagnosis and treatment and strive for high-quality and efficient departments. According to the requirements of the hospital management year, we should combine the actual work of departments closely, innovate and practice, strengthen management, improve medical quality, improve medical technology level, ensure the safety of medical diagnosis and treatment, reduce medical disputes and put an end to medical accidents. Conduct comments on doctors' unqualified prescriptions. Miki? Training and on-the-job training activities, held? Writing, presenting and evaluating medical records? 、? Nursing professional technical operation competition? And other activities, in the majority of medical staff to form a good atmosphere than quality, than learning, than technology, to provide patients with high-quality, high-tech, high-level medical services, and strive for quality and efficiency of double-excellent departments.
The second is to enhance service awareness and strive for integrity and harmony. It is necessary to educate the medical staff to heal the wounded and rescue the dying, establish a good medical ethics, adhere to all patient-centered, update the service concept, practice the service commitment and implement humanized service. In-depth study of every service link, always showing warmth and harmony, touching details, winning with characteristics, soliciting opinions in time, understanding the situation, tracking and following up, and striving for a harmonious and clean department.
The third is to optimize and beautify the environment and strive for civilized health departments. The environment inside and outside the department should be clean, with fresh air, complete sanitary facilities, clean windows, dust-free walls, no sputum in the corridor and no peculiar smell in the toilet. The environment of the treatment area is elegant, neat and quiet, the items are placed in a standard and tidy manner, and all kinds of indicators are unified and standardized. It is necessary to do a good job in environmental sanitation construction, provide patients with a clean, bright, quiet and comfortable service environment, and strive for a civilized health department.
The fourth is to establish a new industry style and strive to be a model of quality service. We should conscientiously study and implement the standardized service standards of medical personnel in Henan Province, strengthen the construction of hospital industry style, carry out various measures to facilitate the people and benefit the people in combination with the characteristics of departments, and solidly carry out medical services into institutions, communities, rural areas and families, so as to make medical services close to society, the masses and patients, set a new trend in the industry and strive to be a model of quality service.
This time it was conducted in the whole hospital? Grasp the service, build the image and double it? What kind of effect should the 100-day quality service competition achieve? Four checks, four comparisons, four looks, four entanglements? Objective: To check the quality, compare the benefits, see whether the hospital competition appraisal activities are effective, and strive to create high-quality and efficient departments; Check the service and compare the measures to see whether the patient's satisfaction is really improved and strive for a harmonious and clean department; Check the environment, compare cleanliness, see whether the environmental sanitation of the department meets the standard, and strive for a civilized health department; Check the work style, compare the contribution, see whether the quality service measures are implemented, and strive to be a model of quality service.
Third, the activity steps
The competition is divided into five stages.
The first stage: make plans and deploy mobilization (late September 2007). Make an activity plan, hold a mobilization meeting and arrange deployment.
The second stage: full participation and all-round promotion (September 2007-65438+February). Around? Four checks, four comparisons, four looks, four entanglements? Target, combined with the actual work, carry out various competitions, carry out various work, improve service facilities, standardize service processes and improve service quality.
The third stage: check and evaluate to ensure the actual effect (September 2007-65438+February). At the end of the month and during activities, the hospital will organize the whole hospital to check, score and report the situation (the scoring standard will be formulated separately).
The fourth stage: summary, commendation and consolidation of achievements (65438+February 2007). According to the requirements of activities, combined with inspection and evaluation, activities are summarized and appraised. Set up a number of advanced departments and personal models to promote hospital work to a new level.
Fourth, the job requirements
(1) Raise awareness and strengthen leadership. The hospital set up a competition leading group, with the president as the leader, the vice president as the deputy leader, and the leaders of various functional departments as members; The leading group has an office (office), which is responsible for the planning, coordination, supervision and inspection of competition activities.
(two) combined with the actual, rich content. All departments insist on competition activities and? Hospital management year? Combine activities with? Six cities joined forces to build? Combine with the education of socialist concept of honor and disgrace, actively think about new ideas, boldly try new measures, strive to create new models and strive to be a new model for the people.
(3) Strengthen supervision to ensure effectiveness. Cadres and workers in all departments and hospitals should actively participate in this activity, starting from every specific thing according to the competition standards, starting from the problems strongly reflected by the clients, and testing the actual effect of the activity with social response and mass evaluation. The leading group of hospital activities organizes supervision and inspection, informs the situation at any time, informs and praises those who act quickly and have good effect, and conducts informed criticism for those who act slowly and have little effect.
(4) Strengthen publicity and create an atmosphere. Make full use of TV, newspapers, websites, briefings, etc. Carry out various publicity activities to create a strong atmosphere for activities. All departments should be good at discovering advanced models and experiences in their work, summarizing and reporting them in time, vigorously publicizing them, and promoting the in-depth development of quality services in our hospital.
Hospital health quality service implementation plan 2
I. Guiding ideology
Guided by the spirit of the 17th National Congress of the Communist Party of China and Scientific Outlook on Development, we should persist in developing the hospital through science and education, establishing the hospital with talents and strengthening the hospital through science and technology, persist in taking patients as the center, promote humanized service, aim at making people affordable, affordable and well managed, take improving medical service as the theme, strengthen professionalism, earnestly improve medical service attitude, improve the level and quality of medical service, strive to build a harmonious doctor-patient relationship, build a first-class hospital service brand, and protect people's physical and mental health.
Second, organize and lead.
In order to strengthen the guidance of quality service year and ensure the smooth development of the activities, the leading group of quality service year activities of Anqing Municipal Hospital was established. The specific composition is as follows:
Team leader: Liu
Deputy team leaders:, Chen,, Bao Shunian, Chen Xinsheng, Zhang Anhua
Member: Principal responsible persons of various functional departments.
Under the activity office:
Director: Yao Dian
Deputy Director: Fan
III. Contents of activities
According to the Ministry of Health? Taking patients as the center and improving the quality of medical services as the theme? Hospital management evaluation guide and municipal health bureau? Strengthen measures to facilitate the people and optimize medical and health services? According to the requirements of the activity implementation plan (see Annex 1 and 2), combined with the actual situation of our hospital, we will focus on the following work:
First, improve service attitude. Carry out education and training on service awareness and service etiquette for all staff, actively promote humanized service, and integrate humanistic care into the whole process of medical service. Medical staff should be warm and kind to patients, respect patients' personality, care more about patients, ask more about patients' condition and care more; Promote service terms, put an end to service taboos and eradicate them? Raw, cold, hard, top, push, drag? Poor service attitude, star-rated nurses and excellent doctors were selected among hospital medical staff, and service star-rated selection activities were carried out among hospital administrative logistics staff. Strengthen the supervision and inspection of service quality, seriously accept and mediate all kinds of complaints, and ensure that every complaint is handled by someone.
Second, improve service quality. Strictly abide by various rules and regulations and technical operating procedures, further improve the quality of medical services, avoid service deficiencies, and prevent medical accidents.
1, strengthen medical staff? Three basics and three strictness? Training, solidly carry out continuing medical education, organize medical personnel to participate in various forms of business learning, technical competitions and other activities in combination with the assessment, training and requirements of medical personnel, create a learning atmosphere of diligence, love of learning and emphasis on improvement, broaden the knowledge of medical personnel, improve the level of diagnosis and treatment, and enhance the ability of medical personnel to prevent medical risks.
2. Conscientiously implement the core system of medical quality and medical safety, improve hospital management norms, and revise the routine and system of medical care operation, especially to implement the first consultation, third-level physician rounds, graded nursing, difficult case discussion, consultation, rescue of critically ill patients, preoperative discussion, death case discussion, surgical grading management, rounds system, doctor handover system, new technology access system and medical record management system.
3. Strengthen emergency and first aid work. Further improve the green channel for first aid, ensure that patients with acute and severe diseases are rescued quickly and effectively, and strengthen the right? 120? Emergency telephone management, to ensure smooth communication, and strive to achieve rapid home visits and timely rescue.
4. Strengthen supervision and standardize medical documents. In strict accordance with the requirements of the Basic Specification for Medical Record Writing, strengthen the connotation quality of medical record writing, avoid missing items, unreasonable and irregular sentences, scrawled handwriting, incomplete records, untimely and inaccurate records, record the course of disease in a mere formality or forge medical records, communicate with each other through training, inspection, display and appraisal, improve the connotation quality of medical record writing, build resident workstations, and establish electronic medical records to improve the condition.
Third, improve the service process and carry out various convenience measures. Insist on starting with the patients' dissatisfaction, rebuild the hospital service process, focus on solving the bottlenecks of examination and treatment in operating room, CT, MR, ultrasound and pathology, reduce the waiting time, standardize the examination and report process, reduce the patient's time cost, realize the real-time report of the new rural cooperative medical system in seven counties, one city and three districts, and facilitate the majority of farmers to see a doctor. Strengthen the strength of outpatient service, arrange consultation with senior doctors, improve the diagnostic level and reduce the number of follow-up visits; Improve the convenience service window functions such as medical guide desk and consultation desk; Outpatient service hall clearly indicates the charging standard of medical technical services and commonly used drugs to increase hospitalization expenses? A list a day? System, convenient for patients to query medical expenses. Improve the outpatient call system and outpatient doctor workstation to make outpatient service more convenient and fast.
Fourth, actively carry out services to benefit the people. Continue to vigorously control the unreasonable increase of patient expenses, carry out the third round of consumables bidding, and further reduce the price of high-value consumables; Strengthen drug supervision, reduce the use rate of antibiotics, continue to control and strive to reduce the proportion of drugs; Actively carry out the medical activities of limiting the price of single disease to benefit the people, so that patients can enjoy quality services at less cost; Continue to standardize the use of special funds to support poor heart patients; Textile branch added Huimin ward; Carry out serious illness relief for vulnerable groups, and focus on solving the problem of difficult and expensive medical treatment for the masses; Actively carry out activities such as poverty alleviation, pairing and helping education, and caring donation.
(five) improve the administrative logistics service support ability. The administrative logistics department should firmly establish the consciousness of serving the clinical frontline, patients and hospital staff in combination with its own functions; Further improve the evaluation system of clinical departments; Carry out the banking service evaluation model in the service window such as registration fee; Implement the functional section chief training project, strive to improve the management ability of middle-level cadres, constantly improve work style, improve work efficiency and take the initiative to serve.
(6) Accelerate the construction of hospital infrastructure. Complete the reconstruction of the surgical building and the old five building and the comprehensive improvement of the hospital environment, realize the opening of beds 1200, and meet the growing demand for hospitalization; All kinds of hospital signs are complete and beautiful, and the service environment is clean, quiet and warm; Further implement the hospital beautification project, increase the construction of hospital greening, gardens, roads and other human landscapes, start the construction of new hospitals, and strive to improve the patient's medical environment.
Fourth, the activity steps
(1) Organizing mobilization. (2009.3? In April, 2009, the whole hospital held a publicity and mobilization meeting for the Year of Quality Service, which divided the activities and tasks into various departments, and fully publicized the purpose and significance of the activities in various forms.
(2) the implementation stage. (2009.5? 2009. 165438+
(3) Inspection and evaluation stage. (2009. 12) All departments should conduct regular self-examination in the activities of the Year of Quality Service to find and solve problems in time. In addition to regular inspection, the hospital should evaluate all departments at the end of the year, and the evaluation results will serve as an important basis for the assessment of departments.
Verb (abbreviation of verb) specific requirements
(1) unify thoughts and raise awareness. Development? Quality service year activities? Is it execution? People-oriented? Adhering to Scientific Outlook on Development and building a harmonious society is an inevitable requirement, and it is also an important measure to comprehensively improve the service level of hospitals and better serve people's health. It is of great significance for the hospital to further change its service concept, constantly change its operating mechanism and service model, and improve its market competitiveness to carry out the activities of Quality Service Year. All departments and units should attach great importance to it, unify their thinking, define their goals, strictly manage them, and carry out activities in a down-to-earth and effective manner.
(2) Strengthen leadership and make careful arrangements. In order to strengthen the leadership of activities, each department should also set up an activity leading group according to its own reality, implement the responsibility system of department directors and head nurses, and put all the work into practice.
(three) pay attention to implementation, strict rewards and punishments. All departments (offices) should formulate specific implementation measures (see Annex 3) according to their own conditions, comprehensively promote the work of quality service year, and strive to be pragmatic, effective, diverse and beneficial to the people. In addition to organizing regular inspections, the activity office will also invite people from the society to make unannounced visits when necessary, strictly investigate those who have incorrect service attitudes, and strictly reward and punish them to ensure the smooth development of the activity.
(four) set a typical example and publicize advanced. All departments should focus on the theme of the activity, be good at discovering advanced deeds and figures, publicize the activity concept of the hospital quality service year through hospital newspapers, hospital websites and other multi-channel publicity methods, and create a good public opinion atmosphere.
The third chapter of the hospital health quality service implementation plan
I. Guiding ideology
Development? Quality service year? , must adhere to the Deng Xiaoping Theory and? Theory of Three Represents theory? Guided by important thoughts, we should thoroughly implement Scientific Outlook on Development, hold high the banner of development, unity and struggle in accordance with the arrangements of the Fifth Plenary Session of the Seventeenth Central Committee of the Party and the Tenth Plenary Session of the Tenth Provincial Party Committee, and focus on? Change the style of work, improve efficiency, serve the grassroots and promote leapfrogging? Theme,
Execute? Quality service year? With the development? Three good and one satisfied? Combined with the activity of striving for excellence, we should focus our work, take effective measures, speed up the change of the style of medical industry, strive to improve the quality and level of service, satisfy the masses, and provide strong support for the sound and rapid development of hospitals.
Second, the work objectives
Development? Quality service year? The goal of the activity is to seriously tap the potential of the hospital, fully mobilize the enthusiasm, initiative and creativity of all parties, and practice with quality service as the starting point? Good service, good quality, good medical ethics and people's satisfaction? The concept of medical service has been promoted to a higher level.
(1) Good service. By improving service attitude, optimizing service process, implementing open and transparent service and strengthening communication between doctors and patients, it is more convenient for people to see a doctor, the people's right to know about seeing a doctor is further guaranteed, and the doctor-patient relationship is further harmonious.
(2) Good quality. By implementing various systems of medical quality and safety, standardizing the behavior of diagnosis and treatment services, and strengthening the management of clinical application of medical technology and equipment, the sense of responsibility of medical staff for medical quality and safety has been further enhanced, rational treatment, rational drug use and rational examination have been promoted, and medical quality management has been further strengthened.
(3) Good medical ethics. By strengthening medical ethics education, perfecting the medical ethics standard system, and seriously investigating and dealing with unhealthy trends in the fields of medical purchase and sale and medical services, we can make? Heal the wounded and rescue the dying, be loyal to their duties, love their jobs, be enthusiastic, forge ahead, strive for perfection, be willing to contribute, and practice medicine in a civilized way? The new fashion in the medical industry has been promoted.
(4) satisfy the masses. Through development? Quality service year? , further ease
The masses are right? Difficult and expensive to see a doctor? Satisfaction with the style of medical industry has improved.
Third, the leading body.
Build our hospital? Quality service year? Leading group:
Team leader: XXX
Executive deputy head: XXX
Deputy leader: XXX
Member: XXXXXX
Four. Implementation steps and time
The activity is divided into three stages (February 2065438+065438+0-February 2065438+June 2002).
Stage 1: Mobilization and deployment stage (February 2065438 +0 1)
Main task: to establish our hospital. Quality service year? Leading institutions, formulate work plans, carry out publicity and mobilization, and arrange deployment. Hold a mobilization meeting of the whole hospital.
Stage 2: Organization and implementation stage (2011-2011,65438+February)
Main tasks: troubleshooting existing problems (February-March); Formulate work measures (March); Break down work tasks and do a good job in rectification and implementation (March-65438+February).
1. Improve service attitude, optimize service process, continuously improve service level, and strive to achieve? Good service? .
Responsible departments: medical department, nursing department, inpatient department, outpatient department, rectification office, complaint office, supervision office, security office, logistics office, clinical college, propaganda department and party branches (party branches)
(1) Improve service attitude and people's feelings about seeing a doctor. Insist? Patient-centered? Our service concept is to run through the whole process of medical service with caring, warm and high-quality services. Improve the window service, strive to achieve a good service attitude, advocate civilized language, resolutely put an end to service taboos, and put an end to the phenomenon of being raw, cold, hard and pushing. Adhere to the responsibility system for the first visit, so that patients will answer questions and everything will be taken care of during the visit. In full swing? Demonstration project of quality nursing service? . Vigorously advocate humanized service and embody humanistic care everywhere. Medical staff should dress neatly, treat patients equally, be affable, answer questions and provide warm service.
(2) Optimize the service process to facilitate people to see a doctor. Focusing on hospital registration, fees, pharmacies, outpatient clinics and other windows, we will take comprehensive measures to further optimize service processes, improve service facilities, beautify the service environment, facilitate patients' medical treatment and shorten patients' waiting time. Further enrich the form of appointment and fully implement the appointment diagnosis and treatment service. Improve outpatient and emergency facilities, improve outpatient identification system, support necessary service facilities, and optimize the medical environment.
(3) Implement open and transparent services to ensure people's right to know about medical treatment. Strengthen the informatization construction of hospitals, and strive to provide all-round medical service information for the convenience of the masses.
Medical choice. Strictly implement the national medical service and drug price policy, and strengthen the supervision and management of all links. Efforts should be made to realize the openness and transparency of medical charges, do a good job in publicizing information such as medical service items, charging standards, and prices of medical consumables, strictly implement the fee list system and the fee inquiry system, regularly disclose medical fee information to the public, gradually implement the cost management of single diseases, and strive to improve the openness and transparency of fees so that people can understand consumption when they see a doctor.
2. Strengthen communication between doctors and patients, standardize diagnosis and treatment behaviors, continuously improve medical quality, and strive to achieve? Good quality? .
Responsible departments: medical department, nursing department, clinical department and medical technology department.
(1) Earnestly implement various systems of medical quality and safety, and enhance the sense of responsibility for medical quality and safety. Deepen? Hospital management year? And then what? Does the medical quality go to Wan Li Road? The results of the activities will further highlight the key problems and weak links in medical quality and medical safety, focus on implementing the core system of medical quality, and gradually establish a long-term mechanism for continuous improvement of medical quality. Improve the medical quality management control system, improve the management system, standards and index system, and improve the level of medical quality control. Strictly implement the technical specifications and routine of diagnosis and treatment nursing. Strengthen the training and education of medical management personnel and medical personnel, organize the whole hospital to study 1-2 times, strive to strengthen the connotation construction of medical quality, and strengthen supervision and inspection.
(2) Strictly standardize the behavior of diagnosis and treatment services, and promote rational treatment, rational drug use and rational examination. Take effective measures, conscientiously implement the diagnosis and treatment norms, pharmaceutical management norms and guiding principles for clinical application of antibacterial drugs, strictly implement prescription management measures, strengthen drug management and supervision, strictly regulate doctors' prescription behavior, and promote rational treatment and rational drug use.
(3) Vigorously popularize clinical pathway and promote scientific management of medical quality. Actively and steadily promote the management of clinical pathway, grasp the reality, grasp the details and grasp the reality, and effectively reduce the burden on patients.
(4) Strengthen the management of clinical application of medical technology and equipment to ensure medical quality and safety and the rights and interests of patients. When introducing new technologies and equipment, hospitals must fully consider the matching with the hospital's functional orientation, discipline construction and medical technicians, and do what they can. Medical staff should firmly establish the consciousness of quality first, pay attention to professional study and technical research, strive for perfection in technology and post, and strive to be a good doctor satisfied by the people.
3. Strengthen medical ethics education, vigorously promote noble medical ethics, and be serious about industry discipline, and strive to achieve it? Good medical ethics? .
Responsible departments: supervision office, rectification office, letters and visits office, and party branches (branches)
(1) Continue to strengthen the education of medical ethics. Adhere to positive education, cultivate and establish a number of advanced models, increase the publicity and recognition of advanced models with noble medical ethics, exquisite medical skills and dedication to their posts, give full play to the exemplary leading role of old experts and academic leaders, and guide the majority of medical staff to establish a good medical ethics. Carry out clean government education with different contents for people of different positions and levels. Carry out in-depth education on purpose awareness, professional ethics and discipline and legal system, and effectively enhance the legal and legal concepts of medical staff.
(2) Strengthen the system construction and improve the medical ethics system. Strengthen the construction of practice discipline system, continue to do a good job in the implementation of medical ethics evaluation system, and truly establish an effective incentive mechanism and restraint mechanism for medical personnel. Deepen the reform of hospital income distribution system, improve the distribution incentive mechanism, implement the post performance salary system, and guide medical staff to improve their treatment by relying on technology and work.
(three) resolutely investigate and deal with unhealthy practices in the purchase and sale of drugs and medical services, and strictly enforce industry discipline. Seriously deal with typical problems such as asking for red envelopes, accepting kickbacks, arbitrary charges, and major quality and safety accidents, and give full play to the warning role in handling cases. Further deepen the governance of commercial bribery in the field of pharmaceutical purchase and sale. Strengthen the supervision of hospital leaders and implement? Triple and one big? System of collective discussion and decision. For key departments and personnel in key positions prone to commercial bribery, it is necessary to exchange posts regularly and form a system. Establish and improve the bad records of commercial bribery in the field of pharmaceutical purchase and sale, implement dynamic management, and resolutely crack down on commercial bribery.
4. Carry out in-depth evaluation of professional ethics, take the initiative to accept social supervision, and strive to achieve it? Satisfy the masses? .
(1) Take measures to facilitate the people and benefit the people in combination with deepening medical reform. Increase counterpart support. Strengthen the construction of key clinical specialties and significantly improve the medical level and service ability.
(2) Continue to do a good job in patient satisfaction survey, attach importance to the survey results, actively implement rectification, and win patient satisfaction.
(3) Continue to carry out democratic appraisal to satisfy the society. It is necessary to widely mobilize and rely on the masses, strengthen communication with deputies to the National People's Congress, members of the Chinese People's Political Consultative Conference and the news media, adhere to public comments, and find out and find out existing problems. Adhere to the evaluation to promote correction, pay attention to rectification, and solve problems as the fundamental purpose. Continue to play the role of supervisor of morals and solve outstanding problems reflected by the masses in a timely manner.
The third stage: appraisal summary stage (201year 65438+February-201year 65438+1month).
Main task: execution? Quality service year? Check, evaluate and summarize the implementation of objectives and tasks.
Verb (abbreviation for verb) job requirements
(A) to strengthen organizational leadership
1. Who is in charge of each department, branch and department? Quality service year? What should the first responsible person of the activity perform? Quality service year? Incorporate it into the 20 1 1 work plan, set up a leading group, and organize the implementation according to the plan requirements to ensure the solid progress of the activities.
2. Require all responsible departments to determine the 1 contact person and report the list to the activity office; Report the work in writing every month.
(two) carefully organize the implementation, strengthen supervision and inspection.
The leading group and its office should coordinate according to the deployment, strengthen work guidance, carry out supervision and inspection, and do a good job in organization and implementation. To engage in form, go through the motions, cover up the problem, we should promptly informed criticism, rectification within a time limit. According to the severity of the problem, measures such as canceling the qualification of annual awards and admonishing conversations are taken for the relevant responsible persons. The work and measures for solidly promoting activities are concrete and powerful, effectively solving the specific problems of the masses.
Collectives and individuals who have improved patient satisfaction and achieved remarkable results will be commended at the end of the activity.
(3) create a good atmosphere
Give full play to the guiding role of public opinion, actively strengthen communication with news media, and make full use of various media for publicity? Quality service year? Advanced models have emerged in publicizing the good practices, experiences and outstanding achievements of various units. It is necessary to set up a column and organize powerful and in-depth publicity reports for development? Quality service year? The activity created a good public opinion atmosphere.