1, further improve medical services action plan work summary essay
Improvement of medical services is people's livelihood oriented, is the requirements of health care reform, is the basic responsibility of medical institutions. In recent years, Shanghai has always been to improve medical services as an important project to benefit people's livelihoods, to promote health care reform and the important content of the industry management to solidly promote, and has made some progress. The situation is reported as follows:
First, problem-oriented, improve the medical service process
2009, the start of the new health care reform, the municipal health care reform office on the organization of the city's relevant departments to seriously analyze the people's letters and visits reflected in the problem of access to medical care to listen to the National People's Congress deputies, members of the Chinese People's Political Consultative Conference, the people of the health care services of the work of the views and suggestions,**** Sorted out 14 outstanding problems reflected by the masses, on the basis of in-depth study and take targeted measures. First, to promote the booking of medical services. The establishment of the Medical Union appointment service platform, covering 38 tertiary hospitals, the annual booking of more than 10 million people; the establishment of two-way referral appointment platform for family doctors, patients can directly book appointments for specialist outpatient clinics in higher-level medical institutions through their family doctors, which has been piloted in 65 community health service centers. Second, the "one-stop" payment model for outpatient services has been implemented. It covers 38 tertiary public hospitals and realizes inter-hospital and inter-branch cross-deposit and universal use of self-service stored-value payment for outpatients in 27 hospitals, reducing the number of queues for patients by an average of 2.8 times, and shortening the waiting time for consultation by an average of 60 minutes. Third, the implementation of self-service system. Self-help registration, self-help booking, self-help recharge, self-help charging, self-help information query and other services, the city's 80% of Grade 2A medical institutions, 98% of Grade 3 medical institutions to carry out outpatient self-service. Fourth, the implementation of specialized disease integration outpatient clinics. Through multi-specialty collaboration within the hospital to solve the problem of patients running back and forth between specialties, 24 municipal hospitals have opened 117 integrated outpatient clinics, with 229 participating departments, serving 38,000 patients annually. Fifth, the implementation of day surgery. Focusing on process re-engineering, improving and innovating the centralized management mode of day surgery, seamlessly linking outpatient reception, condition assessment, admission surgery, and discharge follow-up, 28 municipal hospitals have been carried out, and the volume of surgeries has reached 82,200 cases.
Second, focus on humanistic care, innovative medical service model
First, the theme of civilized service activities. Since 2012, we have been carrying out the civilized service theme activity of "caring for patients, starting from the details". 2013, we launched ten detail initiatives such as "warm environment, warm service, warm inspection, warm reminder"; we continue to condense the "humanistic environment, psychological relief", and the "humanistic environment, psychological relief", and the "humanistic environment, psychological relief", and the "humanistic environment, psychological relief". "Humanistic environment, psychological guidance, emotional comfort" and other ten initiatives focusing on humanistic care, software construction and detailed service. The implementation rate of the detail initiatives reached more than 90%, which improved the patients' medical experience. Secondly, it promotes medical social worker and volunteer services. We have actively explored and introduced social forces to improve medical services, and achieved "five firsts": established the first medical social work department in a medical institution; set up the first provincial medical social work academic organization; formulated the first government document to promote the construction of medical social work personnel; compiled and printed the first "Hospital Volunteer Pre-service Practical Training Manual"; and published the first "Hospital Volunteer Pre-service Practical Training Manual". Practical Training Manual for Hospital Volunteers; compiled and printed the first Sign Language Training Manual for Hospital Volunteers. Currently, 152 units in the city are piloting medical social work, with more than 50,000 medical volunteers, and have provided nearly 8 million patients with services such as medical guidance, communication, visitation, and psychological relief.
Third, with the support of information technology, to enhance the medical service experience
First, to promote the information **** enjoyment mechanism. Since 2006, the construction of the "medical association project" has been completed, the hospital information system, medical imaging system, laboratory information system and clinical information system four systems, networking 38 tertiary hospitals across eight administrative regions, doctors can through the patient's card, real-time access to the patient's medical history in the networked hospitals, outpatient records, medication records, image data, and so on. The doctor can access the patient's past medical history, outpatient records, medication records and imaging data in real time through the patient's consultation card, thus reducing the need for repeated tests and examinations. Second, promoting the use of new media. Hospitals have utilized modern information network technology and new media platforms to provide various services, such as setting up hospital microsite, opening WeChat "expert reservation", "online registration", "three-dimensional guidance", "waiting list", "waiting list", "medical care", "medical care", "medical care", "medical care", "medical care", "medical care", and "medical care". "Waiting queue", "report query" and other features to facilitate the patient's access to medical care.
Fourth, based on the rights and interests of patients, to build a harmonious doctor-patient relationship
First, vigorously promote the people's mediation system for doctor-patient disputes. The city government has formulated the municipal regulations "Measures for the Prevention and Mediation of Doctor-Patient Disputes in Shanghai", set up the office of people's mediation of doctor-patient disputes and people's mediation committees of doctor-patient disputes in 17 districts and counties, equipped with 140 people's mediators, and set up a consulting expert pool of 922 experts covering the professions of medicine, jurisprudence, and psychology. *** 3,408 disputes have been accepted, and 2,830 have been successfully mediated; people's mediation has become the main channel for resolving doctor-patient disputes. Second, it is actively exploring the implementation of a third-party notification system for hospitalized patients. Through the introduction of third-party personnel who are not involved in the medical service, medical insurance, medical charges, medical rights protection and other relevant systems and norms, to improve the information communication platform for doctors and patients. At present, 468 cases of third-party notification have been completed, and patients' understanding of the relevant systems has reached more than 90%. Third, the establishment of a joint working mechanism for health care and medical insurance. Since 2011, it has established a joint health insurance complaints office with the city's health insurance department and opened a joint health insurance complaints phone line, focusing on accepting and resolving four major hotspot complaints, such as limited outpatient medication fees and dosages, failure to dispense health insurance medicines, limited hospitalization days (false discharges), and decomposed charges for CT or MRI. So far, it has received more than 10,000 incoming calls and solved 1,331 specific problems reflected by the public.
V. Supervision and evaluation as a means to promote the implementation of measures
First, it is included in the evaluation index system of hospital accreditation. The improvement of medical service work into the hospital level assessment, public hospitals comprehensive evaluation index system, and evaluation results as an important basis for financial input, the dean of the performance appraisal. Secondly, it is included in the scope of assessment of civilized units. The implementation of humanistic detail service, convenience and benefit to the people as an important indicator of the city's health system civilization unit assessment. Third, it is included in the scope of the special inspection. With the medical quality of Miles, three good and one satisfied, quality control inspection and other special inspections combined to urge medical institutions to implement the service initiatives.
Leaders and colleagues, although Shanghai has carried out some work to improve medical services, there are still many gaps in the expectations of the public. The National Health and Family Planning Commission's "Action Plan for Further Improvement of Medical Services" has further clarified the goals and pointed out the direction for us to promote this work, and we will earnestly implement the spirit of this meeting in accordance with the requirements of the action plan, and actively study and learn from the advanced experience of other provinces and cities to ensure that the measures to improve the medical service will be implemented.
2, further improve medical service action plan work summary essay
According to my hospital "further improve medical service action plan work program" requirements, since September, the hospital entered the "improve medical service action" third stage, that is, supervision and rectification stage, mainly carried out the following work.
First, strengthen the special inspection, in-depth promotion of the action to improve medical services
In order to further promote the action to improve medical services, the hospital leadership research decision, since September 1, the hospital has organized a "special inspection to improve medical services". Weekly by a hospital leader led by some of the functional department staff, in line with the "convenient for patients, convenient for clinical" principle, through the field view, interviews with medical staff, patients and families, etc., on the hospital's medical service quality, diagnosis and treatment processes and environmental facilities to carry out a comprehensive inspection. For the problems found to be inconvenient for patients and affecting the efficiency of clinical departments, those that can be rectified on the spot will be rectified immediately by specifying the responsible departments, while other problems will be submitted to the President's office for discussion, specifying the rectification measures and the responsible departments for rectification within a certain period of time. Rectification by the inspection staff is responsible for tracking and verification, and reported in the dean's office. The highlights found by the inspections will be commended in the whole hospital, and for the sustainable and replicable highlights, they will be promoted in the whole hospital. As of September 26, **** conducted four rounds of "special inspection", found more than 10 highlights, found more than 130 problems, involving medical safety, diagnosis and treatment processes, information technology construction, medical insurance management and logistics and many other aspects. The company's website has been updated with more than 60 issues and other issues are being tracked and verified.
Second, the extension of service initiatives to improve the patient experience
1, the development of "oral medication SMS reminder system" to guide patients with medication. The hospital information department and the pharmacy department jointly developed the "oral medication SMS reminder system", when the outpatient physician prescribed oral medication, the information system can automatically take the drug precautions, through the form of SMS sent to the patient's cell phone, to further ensure that the patient's medication safety.
2, the use of "doctor-patient communication board", "listening" to the patient's voice. In order to better understand the needs and voices of patients with speech disorders, the nursing team of the Rehabilitation Department actively explored new ways of communication and made a "doctor-patient communication board". On the board, simple pictures and words are used to indicate daily needs such as eating, drinking, pain, urination and defecation, homesickness, etc. Patients with speech impairment can point their fingers to the relevant pictures. Patients with language barriers can express their needs by pointing their fingers at the relevant pictures, so that medical staff and family members can understand their voices. At present, the "doctor-patient communication board" has been popularized and used in the intensive care unit, neurology, neurosurgery and thrombosis, and has been well received by patients and their families.
3, organized community health education activities to improve the ability of the masses to prevent and treat diseases. The thrombosis department of our hospital went deep into the community health institutions, has held five "thrombosis health education and community clinic activities", more than 300 people, issued more than 300 copies of publicity materials, and reached an agreement with the community, a fixed time each week to send experts to the community clinic. Our hospital also held a fall diabetes health education lecture, medical staff for insulin treatment, diabetes and fatty liver relationship, diabetic patients in the fall care and other in-depth explanations, and through the playback of a small video, PPT, prizes and quizzes in the form of fun, deepen the patient's understanding of diabetes. After the event, free bone density, blood sugar and blood pressure measurements were also provided to the sugar patients. Through a series of health education and clinic activities, patients and their families deepen their understanding and awareness of the disease, but also further enhance their ability to prevent and treat the disease.
Third, the research and development of rehabilitation management information system, help rehabilitation patients scientific rehabilitation
Our hospital information department and rehabilitation department jointly, independent research and development of rehabilitation management information system. Through this system, patients can be assessed and evaluated on their condition and treatment effect, and the system also realizes the queuing and calling for the rehabilitation treatment and the treatment workload statistics, which basically covers the whole process of patients' rehabilitation treatment. Since the system has been put into use, patients can check their own therapists and treatment time in the ward, shortening the waiting time and guaranteeing the orderly conduct of various rehabilitation treatments, which has achieved obvious results. Rehabilitation nursing staff also produced many health education video materials according to patient needs, including departmental publicity, fire warning, prevention of falls and bed falls, physical rehabilitation exercises and turnover training, etc., in the rehabilitation hall and ward display screen scrolling play, increasing the rehabilitation knowledge of patients and their families.
Fourth, to serve the people's health, to carry out the love to the countryside clinic activities
September 18-19, the hospital organized expert medical team *** 17 people, under the leadership of Vice President Xu Hongyu, portable ultrasound machines, ECG machines, glucose meters, medicines and various types of health education brochures, etc., rushed to the villages of Linyi City, Pingyi County, old Chi Yu, Xiangshan front and Huagoyu for the local The experts of the medical team met with the local people face to face. The medical experts met the local people face to face, communicated with them at zero distance, and carefully asked questions, examined, wrote prescriptions, guided the use of medication and answered inquiries. Volunteer activities **** 569 patients, electrocardiogram 170 times, ultrasound 150 times, blood pressure, blood sugar 355 times, the distribution of medicines 78 times, on-site distribution of health education manuals more than 600 copies of the health knowledge and medical services to the doorsteps of the masses, by the local people of the local people's widely praised.
V. Strengthen staff training, enhance the comprehensive ability of medical staff
To further enhance the comprehensive ability of staff, the hospital organized a series of training activities, including medical humanities education, nursing staff bedside comprehensive competency training and assessment and electrocardiogram knowledge training, new staff core medical system training and other activities, but also invited the psychological counselor to carry out the " Caring for Nursing Health, ****Build Mind Station" as the theme of nurses' mental health group counseling activities. Through the above training and psychological counseling activities, it has improved the comprehensive ability of medical staff in communication services and business skills, and also provided them with the opportunity to effectively release pressure, enhance mutual trust and improve team awareness. The next step of the hospital in addition to strengthening the business capacity training, but also plans to health education, medical and nursing patient communication and psychological counseling content training into the routine work to continue to carry out, in order to further enhance the level of service and ability of medical staff.
Six, the next step in the work of the arrangement
"Improvement of medical services action" is a long-term project, systematic engineering, our hospital will be in strict accordance with the national and provincial health care commission requirements, combined with the hospital's actuality, innovative service initiatives, and constantly improve the behavior of medical services. The work found in the good practices and work mode to do a good job of publicity and promotion, and through the system to be solidified; for the problems found, according to the requirements of timely rectification, and effectively improve the quality of medical services in hospitals, to create a "satisfaction in the delivery of medical" service brand.