1. Medical staff should dress appropriately, sign up for work, use civilized language, serve with a smile, answer all questions, and put an end to "cold, cold, hard, and pushy" behaviors.
2. Outpatient and emergency medical treatment signs are eye-catching, and there are guides and triage staff to provide consultation services to patients. Convenient services such as wheelchairs, stretchers, boiled water, and mailed test reports are also provided, and public telephones are provided. .
3. All outpatient and emergency service windows open on time; registration and fees must be paid at the same time. Pharmacy dispensing window personnel should check prescriptions in detail and explain precautions to patients.
4. In outpatient and emergency departments, the first-diagnosis and first-diagnosis doctor responsibility system is implemented. The first-diagnosis doctor must treat patients patiently and carefully. The outpatient hall is equipped with inquiry terminals and hanging electronic scrolling screens, and implements a price disclosure system for major medical services and commonly used drugs.
5. The hospital implements 24-hour emergency services. Emergency rescue patients must start treatment within 5 minutes after arriving at the hospital. Consulting doctors must be in place in time for emergency consultations in the hospital. If an inpatient has not been diagnosed for more than three days, the department director will organize an in-department consultation, and if necessary, the medical department will organize an in-hospital consultation.
6. Rational use of medications, reasonable examinations, and strict implementation of charging standards. Major examinations and the use of expensive drugs should be explained to patients or family members in advance. A one-day list system is implemented for inpatient fees.
7. Practice medicine in a civilized manner and do not use medicine for personal gain; anyone who is complained about accepting red envelopes, charging privately, practicing medicine in violation of regulations, etc., once verified, will be punished at ten times the amount of the violation, and will be demoted or demoted according to the seriousness of the case. Demotion and transfer from clinical practice to expulsion.
8. Logistics and equipment support personnel should arrive at the scene in time to deal with the failure of water, electricity, gas and other service facilities.
9. Set up a special department to take charge of hospital complaint management, complete the investigation and processing within 7 days after receiving the complaint, and feedback the results to the complainant.
Supervision methods:
1. Implement the dean’s reception day system every Tuesday morning;
2. Regular evaluation and self-examination within the hospital;
3. Hire social supervisors;
4. Announce the complaint hotline to the public;
5. Open the hospital website and set up a complaint mailbox.