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Over the past year, I feel that what I am doing now is similar to that of a medical director. Treat patients at the consultation desk with real doctors every day. Under the correct leadership of the hospital leaders and the Nursing Department, we focus on patient-centeredness and adhere to people-oriented approach, pushing our work to a new level. Now I will summarize my work as follows:
Our work includes consulting, accompanying patients, delivering patients, communicating and coordinating, examining patients with mobility impairments and inpatients, providing free wheelchairs and flatbeds, and distributing various newspapers. , health education promotional materials, and department introductions; these things are very inconspicuous, but if done well, they can provide great convenience to patients, make patients feel happy and gratified, and then increase their goodwill and trust in the hospital. If they are not done well, they will It will affect patients' evaluation of the hospital, thereby damaging the overall service image of hospital medicine and education.
When we work for a long time, some people will look down upon our work, thinking that this work has neither technical content nor economic benefits, and is trivial, hard work, and unproductive. If we don’t have a strong sense of professionalism and responsibility, , the passion of our staff can easily be wasted in the ordinary things day after day, and passion is the most valuable service quality. Losing passion in service is like humans losing their souls.
1. Establish new concepts and improve staff’s sense of professional responsibility
1. To serve patients well means to have a clear understanding of the hospital environment and related matters. , our staff is a "green card" for patients. When patients come for treatment, we are receptionists; when patients come for consultation, we are counselors; when patients have difficulty moving, we are accompanying doctors; when patients are dissatisfied with the services of other departments, we are As coordinators, our ultimate goal is to meet the needs of our patients in every possible way. Use sincere dedication and sincere service to open the doors of patients' hearts and win their trust.
2. To serve patients well, we must be a "living dictionary" for hospitals where patients cannot be admitted if they fail the exam. As the first stop for hospital services, we have to come into contact with people of different ages and personalities every day. How to make these people with different needs want to come and leave satisfied is a test of the knowledge, wisdom and communication skills of our staff. The test requires not only being familiar with the hospital's environmental characteristics, technology and equipment strength, but also being familiar with the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department. Through his decent speech and extensive knowledge, he meets the needs of patients and wins their trust and recognition. It builds a bridge between patients and hospitals.
2. Through various trainings, the overall quality of the staff has been improved
The key to improving service quality lies in the improvement of the quality of service personnel, but it is by no means an overnight success. Theoretical knowledge and professional skills, through the formulation of relevant responsibilities, systems, behavioral norms and professional training, etiquette training, etc., improve the quality of medical guidance staff, so that our staff have a high degree of professionalism. Our work, like other nursing work, cannot be underestimated. It is a window that reflects the hospital's high-quality services. Only by understanding it from this height can we actively and enthusiastically help patients who come to see us.
3. Scientifically manage the outpatient area and create an orderly medical environment
Outpatients are eager to seek medical treatment, which often leads to unnecessary crowding and quarrels. If not handled properly, it can lead to leading to disorder. Our nurses must be compassionate, treat the patients as their friends and relatives, understand and consider the pain and troubles the disease brings to the patients, grasp the patients' mentality and various needs in a timely manner, patiently answer their questions, and at the same time maintain Keep a calm mind, calm the patient's impatience, provide correct guidance, seek medical treatment in sequence, and maintain order in the outpatient clinic.
In addition, the guiding nurse is also responsible for keeping the outpatient environment clean. For example, when seeing patients and their family members smoking or littering, they can boldly and politely correct them, so that every patient can consciously abide by the hospital's regulations. Rules and regulations, together create a quiet, orderly and clean medical environment. Hospital outpatient annual summary 2
1. Raise awareness and strengthen management
In order to ensure that the work of the baby-friendly hospital is implemented and can operate normally, the department has specially established a baby-friendly hospital The management team inspects the implementation of relevant systems and the implementation of breastfeeding regulations to ensure the smooth progress of consolidating the results of the baby-friendly hospital.
2. Focus on training and consolidate knowledge
In order to ensure consistent standards, consistent understandings, consistent goals, consistent quality, and consistent effects, follow the breast milk formula formulated by the hospital
The feeding system requires department staff to implement it conscientiously. At the same time, intensive refresher training was carried out for on-the-job staff in the department, and theoretical examinations were organized, with a passing rate of 100. Guidance and training were conducted for new employees, with 8 trainees and a training pass rate of 100, ensuring the quality assurance of deepening the baby-friendly hospital action.
3. Strengthen the management of nosocomial infections and prevent outbreaks
In order to effectively control the sources of infection and transmission routes in the delivery room, prevent cross-infection, and truly embody the purpose of "children first, mother safety" , under the leadership of the hospital's infectious disease department, the department's hospital infection team is specifically responsible for the infection management of obstetrics and pediatrics.
1. Necessary hardware measures have been added, and all surgical instruments are uniformly processed, packaged and autoclaved in the supply room.
2. Start with basic care and control the source of infection.
3. The facilities in the baby shower room are disinfected with one towel for each baby and one for each use, and ultraviolet disinfection after showering.
4. A strict disinfection and isolation system has been implemented for the delivery room and isolation delivery room, the number of people entering the room has been controlled, and terminal disinfection has been strictly implemented after the delivery.
5. Strengthen the infection management of mother-infant rooming-in and special care baby rooms, regularly scrub and UV disinfect the baby incubator and perform routine maintenance to ensure that the equipment is intact.
6. Regularly monitor the air and various microorganisms in delivery rooms, treatment rooms, baby washing rooms, etc., and promptly rectify any problems found, so that no infection outbreaks occur throughout the year.
IV. Strengthen obstetric management, improve medical standards, and ensure medical safety
1. Conduct professional training for department staff regularly and irregularly, organize discussions on difficult medical records, and gain professional knowledge Consolidate and improve.
2. Improve the quality of medical record writing and implement ward rounds by third-level doctors.
3. The emergency medicines in the delivery room are in a certain quantity and managed by dedicated personnel.
4. High-risk pregnancies were monitored and managed intensively, and there was no maternal death.
5. If signs of fetal distress are found, immediately notify the pediatrician and anesthesiologist to come to the scene to assist in the rescue.
6. Strictly grasp the indications and operating procedures for cesarean section, conduct publicity, and actively reduce the cesarean section rate.
7. A green channel for pregnant women has been opened, and free transportation for pregnant women has been implemented. Annual summary of the hospital outpatient department 3
Year-end work summary of the head nurse of the hospital outpatient department in XX
The busy and fulfilling year is about to pass, and all aspects of the hospital leadership and director of the nursing department are With their support and guidance, various tasks were successfully completed. Combined with the actual situation of the department, carry out the work in a planned manner, arrange the time reasonably, and summarize as follows:
1. The department completes the mandatory tasks as follows:
1. The department nursing team participates in the physical examination center Physical examination 10 times.
2. The nurse participated in blood donation once.
3. The nursing team participated in completing 10 large-scale inspection activities.
4. The medical guide nurse participated in the ceremonial service 4 times.
5. Successfully completed the inspection of "Creation and Culture" work in Guiyang City in October
6. Completed the review of "Three Creations and One Office" work
7. Complete a large hospital inspection in xx
8. Cooperate with and complete the inspection of the "541 Center"
2. Strengthen the construction of medical ethics and medical style among nursing staff:
1. Continue to implement the nurses’ code of conduct and implement nurses’ civilized language in daily work. We also implement light makeup and smile service. Continue to strengthen the awareness of proactive service, and the 3-meter smile service allows caregivers to change their minds, improve their awareness, meet patients' needs in a timely manner, continuously improve service attitudes, strengthen high-quality nursing services, improve the quality of care, pay attention to nurse-patient communication, and achieve proactive service , Active introduction and active explanation were well received by patients, and the medical director Zhang Yanxia received a thank-you letter from the patient.
2. Continue to carry out health education. Develop diversified health prescriptions, health promotion materials, hospital newspapers, etc. to provide health education to outpatients.
3. Issue satisfaction survey forms to outpatients, and rectify the opinions raised in the satisfaction survey, such as strengthening consultation services and improving the treatment process.
4. Conduct pre-job training for newly assigned nurses, including professional qualities, rules and regulations, nurse behavior etiquette, basic nursing knowledge, specialist knowledge, technical operations, etc. Qualified candidates will be offered employment. This year, the guidance doctor hired 2 new nursing staff.
2. Improve the professional quality of nursing staff: The medical guidance staff of the outpatient department shall be trained according to the three basics and three strict contents, monthly professional study and morning meeting questions, and monthly nurse training and examinations. The nursing system and emergency plan were re-trained, and Kechen meetings were used to ask questions about the hospital's core nursing system, so that every nurse could master it proficiently and implement it conscientiously.
3. Strengthen the learning of nosocomial infections and related infectious disease knowledge:
1. The outpatient hall not only implements guidance services, but also faces the initial triage of infectious diseases. Registration of fever patients, registration of patients with intestinal infectious diseases, etc., guides everyone to learn the relevant infectious disease triage system and emergency procedures, diagnosis and prevention knowledge, and strictly implement the disinfection and isolation system.
2. The department has strengthened the hospital infection monitoring and management, and has carried out the classification of medical waste, the use of disposable items, the storage of sterile items, the requirements for hospital waste registration, and hand hygiene. Study hard. Strictly triage and register fever patients. There were *** cases of fever patients and *** cases of intestinal infections throughout the year.
4. Implement high-quality nursing, be brave in innovation, and improve nursing services. Implement the service creed of "serve in details, help people in urgent needs", and implement high-quality nursing. Nursing staff should start from the details and pay attention to every detail. Think about your patients. Assist elderly and frail patients to register and obtain medicines, help patients with mobility impairments to go through hospitalization procedures, etc., strengthen communication with patients, and provide patients with humanized services. At the same time, by improving the work system, optimizing service processes, innovating work models, enriching work connotation, and strengthening the implementation of safety management and other measures, nursing work is closer to patients, clinical, and society. In addition, convenience services have been strengthened, and wheelchairs, flatbeds, crutches, hot water, etc. are provided free of charge to outpatient patients. In the past year, there has not been a single complaint.
5. The quality of nursing care continues to improve, and all work is standardized in accordance with the "Second Level General Hospital Review Standards and Rules" to standardize and standardize daily work. Every month, in accordance with the PDCA management model, the outpatient department is formulated The quality assessment plan for medical guidance includes monthly assessment, evaluation, analysis, and improvement in order to continuously improve the quality of medical guidance.
6. Strengthen nursing safety management, improve nursing risk prevention measures, and effectively avoid risks. Provide patients with high-quality, safe and orderly nursing services. Continuously strengthen safety awareness education, re-learn common unsafe factors and drill emergency plans to minimize unsafe factors.
7. Carry out various forms of learning to improve the quality of the nursing team.
The department conducts 16 business studies throughout the year; 12 operational exams and 12 theoretical exams; and publishes 1 paper. Strengthen Mandarin practice on a daily basis and require every medical guide and nurse to speak fluent Mandarin.
8. Strengthen quality management and monitoring
1. Improve nursing work in strict accordance with the quality control standards set by the Nursing Department, and timely revise and improve the quality standards of various nursing documents in the outpatient department and assessment projects, and check and implement problems existing in the assessment in a timely manner.
2. Completion of various nursing indicators: 1) The intactness rate of first-aid items reaches 100 2) The passing rate of nursing staff’s "three basics" assessment reaches 100 3) The passing rate of routine instrument disinfection reaches 100
9. Pay attention to talent cultivation and optimize the nursing team
1. In order to improve the quality of nursing staff and optimize the nursing team, the department regularly conducts training for medical directors.
2. Actively participate in the operation competition organized by the hospital. Two nurses in our department participated in the operation competition and won the Excellence Award.
3. Standardize teaching, strengthen the teaching work of nursing school interns, stipulate qualified teachers to teach, and designate department teaching team leaders to standardize the management of interns, and Conduct exit exams.
The ten “Two Class A” review materials are being actively improved in accordance with the requirements of the hospital and the nursing department. 10
1. Shortcomings in the work
Although the nursing work in XX was carried out smoothly and no nursing errors or complaints occurred, there were also some shortcomings in the work, which are as follows :
1. The nurse’s proactive service awareness is not strong enough.
2. Health education is not in-depth enough and lacks dynamic continuity. Annual Summary of Hospital Outpatient Clinic Part 4
1. Strengthen detail management and cultivate good working habits.
Details determine quality. Obstetrics and gynecology is highly random and has poor working habits. As a director, he is busy with daily affairs and neglects management. In 20____, he will focus on daily quality control work and start with small things. , integrate quality control work into daily work, and conduct one or two quality controls every week to form a standard, so that department staff can gradually form good habits during quality control, reduce laziness and coping psychology, and truly work from convenience. Convenient management is the starting point. In addition, the role of quality controllers and responsible nurses should be brought into play, and some daily quality control work should be handed over to them to increase everyone's awareness of participation, mobilize general staff to participate in management, effectively improve self-management awareness, and improve the efficiency of gynecological department management.
2. Strengthen business learning and improve the overall professional level.
Strengthening personnel training, education and business learning will be one of the most important tasks in 20____. In view of the short development time of our department, incomplete professional skills, and imperfect talent echelon in the department, our department will organize medical staff to go to higher-level hospitals to learn professional skills in 20____, strengthen the professional quality training of the gynecological team, and organize business learning every month and examinations, first aid knowledge training, operational skills training and assessment, improve emergency response capabilities, be ready to respond to specialist first aid at any time, strengthen gynecological business strength, require department staff to actively participate in business knowledge training organized by superior medical institutions, and broaden the knowledge of medical staff. Learn new business knowledge and effectively improve the professional level of obstetrics and gynecology personnel.
3. Provide good service and management of obstetric patients, including prenatal, intrapartum and postpartum, to improve the competitiveness of our hospital’s obstetrics department:
According to our statistics, obstetric inpatients account for The total number of inpatients in our department is about 70, which is also the main source of our department’s business income. At the same time, the competition in obstetrics departments in our county is fierce. How to gain a place in the fierce competition, gain the recognition of the people and the trust of patients, the only way is to improve the quality of services. and level.
(1) Strengthen the construction of delivery rooms and improve the quality of personnel and hardware levels. The work in the delivery room is an important link in the construction of the entire obstetrics department. The delivery room is a high-risk area, which affects the lives of both mother and child. In 20____, we sent expatriates to study and brought back advanced work experience and management models.
Based on the actual work of our department, the technical level and service level of the delivery room need to be improved, and relevant equipment needs to be updated and introduced. Such as multi-functional delivery bed, shadowless lamp, ECG monitoring equipment, fetal head aspirator, etc.
(2) Improve the level of neonatal care and management. This is another important part of obstetric work, which requires the coordination and joint efforts of general medical staff and a scientific and standardized management model.
(3) Management of postpartum patients should not be underestimated. It needs to be scientific, comprehensive, high-quality and considerate, which not only reflects care for patients but is also conducive to the production of good social effects. Hospital outpatient department annual summary 5
XX year-end work summary and xx year work plan of the head nurse of the hospital outpatient department
A busy and fulfilling year is about to pass, and the leadership and nursing staff in the hospital With the support and guidance of the department director in all aspects, various tasks were successfully completed. Combined with the actual situation of the department, carry out the work in a planned manner, arrange time reasonably, and summarize as follows:
1. Strengthen the construction of medical ethics and medical style among nursing staff:
1. Continue to implement the nurses’ behavioral norms , implement nurses’ civilized language in daily work. We also implement light makeup and smile service.
2. Continue to carry out health education.
3. Distribute satisfaction survey forms to medical examinees and rectify the opinions raised in the satisfaction survey, such as strengthening guidance services.
4. Conduct pre-job training for newly assigned nurses, including professional qualities, rules and regulations, nurse behavior etiquette, basic nursing knowledge, specialist knowledge, and qualified candidates will be offered employment.
2. Improve the professional quality of nursing staff:
The outpatient department medical guidance staff will be trained according to the three basics and three strict contents. They will study twice a week and ask questions in the morning meeting. Training and examinations. We retrained the nursing system and emergency plans, and used the Kechen meeting to ask questions about the hospital's core nursing system, so that every nurse can master it proficiently and implement it conscientiously.
3. Strengthen the learning of nosocomial infections and related infectious disease knowledge:
The outpatient hall not only implements the guidance work, but also faces the initial triage of infectious diseases, leading everyone to learn Relevant knowledge on the diagnosis and prevention of infectious diseases, and strictly implement the disinfection and isolation system.
IV. Implement high-quality nursing, be brave in innovation, and improve nursing services
Implement the service creed of "serve in details, help people in urgent needs", implement high-quality nursing, and ensure that nursing staff always Pay attention to the details and consider every detail for the patient. Assist elderly and frail patients to register and obtain medicines, help patients with mobility impairments to go through hospitalization procedures, etc., strengthen communication with patients, and provide patients with humanized services. At the same time, by improving the work system, optimizing service processes, innovating work models, enriching work connotation, and strengthening the implementation of safety management and other measures, nursing work is closer to patients, clinical, and society.
5. Continuous improvement of nursing quality
For this year’s hospital accreditation work, various tasks were standardized in accordance with the “Second-level General Hospital Appraisal Standards and Detailed Rules” to standardize and standardize daily work. After the initial evaluation by experts, many problems were discovered, and rectifications were made based on the existing problems and based on actual conditions. According to the PDCA management model, a quality assessment plan for medical guidance in the outpatient department is formulated every month, and monthly assessment, evaluation, analysis, and improvement are carried out in order to continuously improve the quality of medical guidance.
Sixth, strengthen nursing safety management, improve nursing risk prevention measures, effectively avoid risks, and provide patients with high-quality, safe and orderly nursing services. We continuously strengthened safety awareness education, re-learned common unsafe factors in outpatient departments and practiced emergency plans to minimize unsafe factors.
7. Assist the nursing department to improve pressure ulcer management and safety management of falls and bed falls. Do a good job in registration and supervision of unavoidable reports of pressure ulcers, and provide timely rectification opinions on issues related to pressure ulcer care.
Outpatient department xx-year work plan
1. Based on the accreditation requirements of secondary hospitals, improve and continuously improve the medical guidance work.
2. Continue to strengthen the professional quality and service training of medical guidance staff.
3. Comprehensively learn the knowledge of infectious diseases and hospital infections.
4. Strengthen the study of "Three Basics and Three Stricts" and consolidate the theoretical foundation.
5. Optimize service processes to better serve the people.
In the work in the coming year, we will overcome shortcomings, improve methods, strengthen management, improve services, boldly explore new ideas and methods for physical examination work, and push the work to a new level. Annual Summary of the Hospital Outpatient Clinic Chapter 6
XX is a key year to deepen the hospital's "Management Year" activities. With the care and support of the hospital and the joint efforts of all medical staff, the Medical Department will focus on " Taking the patient as the center and striving to improve the quality of medical services as the main line, and focusing on strengthening hospital management and standardizing medical behavior, we have successfully completed various tasks set at the beginning of the year. The summary is as follows:
1. Medical quality Medical quality is the foundation for the survival and development of a hospital. Paying close attention to medical quality management and comprehensively improving the quality of medical services is the primary task of the Medical Education Department.
(1) Completion status of medical quality indicators
1. Contents of medical business indicators for the previous year and current year Remarks Number of outpatient visits throughout the year Number of patients admitted throughout the year Annual business income of 10,000 yuan Hospital bed utilization rate per 10,000 yuan Average hospitalization days Total number of operations per day Examples
2. Medical quality indicators Class A case rate Critical patient rescue success rate Prescription pass rate Cure improvement rate Application form report pass rate three days Diagnosis rate, first-aid item integrity rate, admission and discharge diagnosis compliance rate, blood transfusion rate, pre- and post-operative diagnosis compliance rate, legal infectious disease reporting rate, drug revenue as a proportion of total revenue (2) Implementation of the core system In 2009, the Medical Education Department started from the actual situation of each department, and strictly implemented Focus on core systems.
1. Under the leadership of the dean or business dean, the Medical Education Department insists on daily ward rounds to understand the implementation of the core systems of each department. Especially the weak links that were not implemented in the previous year, such as: handover-shift system, case discussion system (preoperative discussion, difficult case discussion, death case discussion) consultation system, etc. Based on the feedback from the functional departments on the supervision of each clinical department, the department selectively participates in early handover classes. The Medical Education Department will provide timely feedback on the department's existing problems and improvement opinions, and track and supervise the department's implementation.
2. In order to understand the implementation of various systems, the Medical Education Department conducts random inspections on medical quality control, comprehensive inspections at the end of every month, and conducts hospital-wide quality control summaries and feedback every quarter on the findings. Focus on problems for inspection and rectification.
3. In terms of core implementation: the handover system in pediatrics and obstetrics and gynecology is well implemented, and critical patients and newly admitted patients in some departments miss handovers; the case discussion system in internal medicine is well implemented , Case discussions in some departments are not standardized, and the registration book is just a formality; the orthopedics and surgery departments have implemented the consultation system well, but some departments have problems with non-standard consultation procedures or irregular filling of application forms; the laboratory department has done a good job in blood transfusion management; The radiology department insists on reading films every day and discusses difficult cases; the emergency department does a good job in rescuing critically ill patients; the anesthesiology department insists on business learning well; the pharmacy has done a lot of work on the rational application of antibiotics and prescription reviews. The shortcomings are The verification system and the three-level ward rounds system need to be strengthened.
(3) Writing of medical documents The writing of medical documents is the focus of medical quality management and the most direct reflection of medical quality. The Medical Education Department always strictly controls the quality of medical records and never relaxes.
1. Monthly spot checks on the quality of current medical records and archived medical records, outpatient medical records, prescriptions, and medical technology inspection application forms and report forms, and assign responsibilities to individuals for existing deficiencies, regularly Provide feedback and make corrections to existing problems.
Throughout the year, our department *** randomly checked 619 current medical records, 605 Class A medical records, 14 Class B medical records, and the Class A medical record rate was 97.7; we randomly checked 720 archived medical records, and 709 Class A medical records. , 11 Class B medical records, the Class A medical record rate is 98.4, and there are no Class C medical records.
2. Conducted training on the "Hubei Province Medical Document Writing Standards (XX Edition)", focusing on the document writing of young doctors.
3. The doctors who write medical documents in a more standardized way are:
The report sheets in the B-ultrasound room, pathology department, and electrocardiogram room are relatively standard, and individual doctors in the radiology department do not review the doctor's signature properly.
4. Problems with medical documents include: (1) The superior doctor’s signature is not timely; (2) The daily course of the disease is not recorded in a timely manner; (3) The third-level doctor’s ward round record is not in place (4) Electronic medical treatment The document layout and format are not standardized. In response to these problems, we will continue to strengthen supervision in future work, use business learning time to organize special training, strengthen doctors' sense of responsibility, and strive to correct the root causes.
(4) Discipline Construction
1. The preliminary preparations for the pain clinic have been completed.
2. A blood purification center was established, which started smoothly and is progressing very well.
(5) All major activities were a complete success
1. From March 1st to June 10th, our hospital carried out the "100-day Tour of Medical Safety" special activity. A summary was made in the middle of the year
2. On July 30, on the basis of the "Hundred Days of Medical Safety" special activity, our hospital launched the XX Hospital Management Year activities and the "Medical Quality Journey" activities plan.
3. On December 11, the "Special Rectification Activity for Medical Quality" was launched to carry out the above activities. This year, the medical quality of our hospital has been significantly improved, medical disputes and complaints have been significantly reduced, and we have won a good reputation in society. Good reputation.
2. Medical Safety
In XX, we carried out medical safety work closely around the policy of "safety first, prevention first", strengthened the study and education of laws and regulations, and strengthened the Awareness of practicing in accordance with the law, strengthening system management, standardizing medical behavior, strengthening "three basics and three strictness" training, constantly improving the level of diagnosis and treatment, eliminating medical errors and accidents, and preventing medical disputes.
(1) Since the establishment of the "Medical Dispute Handling Office" and the promulgation of the "Medical Dispute Handling Measures" last year, our hospital's medical dispute handling mechanism has been further improved. Regarding some details of last year's "Medical Dispute Handling Measures" This year, the "Supplementary Provisions on the Measures for Handling Medical Disputes" was promulgated, which further implemented the liability investigation system for medical disputes in our hospital.
(2) Adhere to the daily ward rounds system of the dean or business dean and the medical and educational department, continue to emphasize the department’s adverse event reporting system, and intervene in advance when medical safety hazards are discovered. The results are good and should be avoided at least this year Three major medical disputes occurred.
(3) With the hospital’s leadership attaching great importance, medical safety was repeatedly emphasized at the hospital’s mobilization meeting, mid-level cadre meetings, and scientific affairs meetings, which significantly enhanced the medical safety awareness of all hospital employees compared with the previous year. What is particularly commendable this year is that doctors have the courage to face patients’ families and directly participate in negotiations.