Service self-examination report
According to the unified deployment of the health authorities, our hospital seriously carried out the "quality service year" activities. Since the launch of the activity, our hospital combined with the actual hospital, with innovation and development as the main line, effectively strengthen the construction of the hospital style, and constantly enhance the level of service, and continuously improve the quality of medical care, vigorously carry forward the noble medical ethics, and build a harmonious relationship between doctors and patients, and create a people's satisfaction with the hospital, and strive to provide the people with safe, effective, convenient, inexpensive medical and health services.
First, strengthen the leadership, well-organized, widely publicized
"quality service year" activities program issued, our hospital responded positively to the development of the "quality service year activities to implement the program", set up a "quality service year" activities, and the "quality service year" activities. "Quality service year" activities leading group and activities of the office, the formation of the leadership team of the hospital unified leadership, the president is responsible for the overall responsibility, team members are responsible for the division of labor, each functional department is responsible for its own, cadres and workers and the masses to participate in a wide range of leadership mechanism and work pattern. Timely convening of the "Year of Quality Service" mobilization meeting to convey the spirit of the higher documents, deployment activities, and unify the ideological understanding. In order to enable all employees to understand the content of the activities, seriously implement the implementation, we hang publicity slogans in the hospital, and through the issuance of materials, bulletin boards and other forms, vigorously publicize the "quality service year" activities of the content, purpose and significance, and good practices, good experience, good typical, to create a conducive to enhance the level of service, improve the quality of medical care, promote noble medical ethics, and promote good medical practice. The company's main goal is to create a favorable atmosphere for the improvement of service level, improvement of medical quality, promotion of noble medical ethics, and construction of a harmonious relationship between doctors and patients.
Second, improve the medical environment, optimize the service process, and constantly improve the level of service
1, strengthen the hospital infrastructure. City and county key construction projects, integrated ward building a comprehensive and ancillary works of the full put into use, so that the hospital to further expand the scale of the internal medicine system, pediatrics system, blood purification treatment, 120 emergency center, medical clinical testing and other projects to further optimize the hospital infrastructure environment, comprehensive service functions and the overall image of the fundamental change, for the county medical service system construction provides a stronger support.
2, improve the convenience of service measures. In the outpatient hall set up hospital layout plan, departmental distribution schematic, floor departmental identification system, expert profile, handle the entry and exit procedures process, the new rural medical insurance verification and health insurance policy propaganda, common medical service charges, Chinese and Western drug prices and other service information; set up waiting chairs, drinking water, convenient telephone and other facilities, free boiled water, wheelchair, stretcher, trolley, health education and living Health education and life guidance. Established a medical insurance office, configured full-time staff for the new rural cooperative and medical insurance patients to provide services, and the implementation of the new rural cooperative and medical insurance costs instant review and reimbursement and other service management measures.
3. Improve the service process. Further improve the information system, additional doctors and nurses workstations, improve the efficiency of the service, to facilitate the patient waiting for treatment in an orderly manner, to eliminate the "three long and one short" phenomenon. A variety of medical examinations, large-scale equipment inspection program to do within 24 hours of the report, testing, electrocardiography, general imaging, ultrasound routine inspection program with the arrival of the do, and timely provision of diagnostic reports; in order to solve the problem of the masses difficult to see the doctor, to carry out all-weather outpatient services, to ensure that the double holiday and holiday patients to visit the clinic.
4, carry out quality nursing services. Conscientiously implement the "Quality Nursing Service Demonstration Project" activities, and effectively change the concept of "focus on professionalism, light foundation, heavy technology, light service" to make a breakthrough in basic care, comprehensively strengthen the clinical nursing work, change the patient's experience of seeing a doctor to achieve The major hospital service improvement action of "patient satisfaction, social satisfaction and government satisfaction". Has set up a "quality nursing service demonstration project activities leading group" to internal medicine ward as a pilot first department, the establishment of basic nursing responsibility system, strict implementation of the overall nursing work system, further consolidate basic nursing, improve the quality of care, improve the ward nursing environment.
5, build a harmonious doctor-patient relationship. Further improve the list of medical expenses, medical service charges, drug prices and service commitment announcement system, establish and improve the guidance and consultation, doctor-patient agreement, doctor-patient communication, legal notification and other systems; and actively promote patient interviews, discharge follow-up and other service management measures. Strictly implement the "first diagnosis responsibility system" and "first question responsibility system", and orderly promote the attending physician responsibility system. Improve the medical ethics assessment system and the regular assessment system for physicians; implement the "Hospital Complaints Management Measures", continue to promote the openness of hospital affairs, and continuously improve the mechanism for dealing with patient complaints, effectively safeguard the legitimate rights and interests of patients, and protect the quality of medical care and medical safety; strengthen the dynamic monitoring of service and safety, identify service defects in a timely manner, correctly deal with complaints about services, and humbly listen to the patient's opinions on the hospital's services to improve, and further improve the service attitude and work style, and strive to improve the service attitude and work style, and strive to improve the service quality and work style. Improve service attitude and work style, and strive to build a harmonious doctor-patient relationship.
Three, strengthen the quality management, standardize the diagnosis and treatment behavior, and continue to improve the quality of health care
1, strengthen the basic medical quality management. Strictly abide by the health management laws and regulations and diagnosis and care norms, to practice according to law, behavior; improve the hospital and departmental quality control system, the development of medical care quality program and assessment standards, improve the medical quality control inspection and tracking, feedback and supervision, analysis and evaluation, guidance and assessment, the key links, key departments, the important position of the quality management system; regularly convene a meeting of the quality of medical care and medical safety topics, to strengthen the safety of medical care. Education, the implementation of link quality and end quality management, the implementation of 14 core systems of medical quality and medical safety; in strict accordance with the Ministry of Health developed the "basic norms for medical record writing" requirements, to further improve the quality of medical records; explore the clinical path management, strengthen the responsibility of medical quality management, and promote the continuous improvement of health care and quality.
2, to carry out the clinical application of antibacterial drugs special rectification activities. Conscientiously implement the basic drug system, standardize the procurement, equipment and use of drugs; establish and improve the clinical drug supervision and evaluation system, carry out drug safety monitoring, monitoring of adverse drug reactions and monitoring of the clinical application of antimicrobial drugs, strengthen prescription management, the implementation of prescription review, improve the quality of prescriptions, carry out the large amount of cases, large prescriptions, the use of antimicrobial drugs and specialty medication, the first 10 kinds of medicines and the top 10 The company also analyzes the situation of the doctors, so that the system of treatment of disease, rational use of medication, reasonable examination has been effectively implemented.
Four, strengthen the medical ethics education, promote noble medical ethics, serious industry discipline
1, strengthen the medical ethics education. Strengthen the education of medical personnel integrity from the education, strict implementation of the provisions of the medical personnel integrity, in-depth development of socialist concept of honor and shame education, medical ethics education, health laws and regulations education, enhance the professional ethics of medical personnel and law-abiding consciousness, strengthen the hospital harmony from the construction of the medical culture, set up a clean medical practice, according to the law, a good ethos.
2, actively promote the work of hospital affairs. In accordance with the higher departments of the hospital affairs open work deployment, further improve the hospital affairs open measures, standardize the content of the hospital affairs open, adhere to the external to the community and the patients to disclose closely related to the interests of the masses of policies, regulations, systems, medical service information, convenient measures, medical charges and standards, drug prices and other basic information; internal to the staff to disclose the hospital's major decision-making matters, the hospital's operation and management, personnel management, financial income and expenditure, drugs and equipment, the hospital's management, the hospital's operation and management, the hospital's operation and management. The company's financial management, financial income and expenditure, drugs and equipment, infrastructure project bidding and related information about the immediate interests of employees, and actively accept the public supervision, and really do to win the trust of the people, so that the people's right to know, the right to participate in the supervision of the right to be guaranteed and implemented.
3, improve the medical ethics evaluation system. To improve the quality of professional ethics of medical personnel as the goal, to record the performance of regular assessment of medical personnel medical ethics as a means to improve the attitude of medical services, optimize the medical service environment, standardize the behavior of medical services and improve the quality of medical services as a prominent task, in-depth medical personnel medical ethics assessment activities, improve the system of communication between the doctor and the patient, the accountability of medical services, the service complaint processing system and medical ethics assessment The system of rewards and punishments, improve the medical morality assessment files of medical personnel, medical morality assessment of medical personnel into the department of comprehensive goal management, as a prerequisite for the annual assessment of medical personnel, the assessment results and the distribution of departmental and individual performance pay, annual assessment of the first priority and title promotion, etc., to give full play to the role of incentives and restraints of the evaluation of medical morality.
4, in-depth volunteer service activities. Adhere to the "dedication to love, service patients, service to the masses" as the theme, to "serve the overall situation, to facilitate the masses to see the doctor and improve the quality of health" as the main content, in-depth development of "volunteer service" activities. Volunteer Service" activities. Actively carry out on the street clinic, health to the countryside, for the residential area of the masses, the county preferential object health checkups and other activities, by the community and the general public's praise.
V. Problems and next steps
1, "three good and one satisfied" activities since the hospital, although the work of the hospital has achieved certain 'results, but from the requirements of the superior and the people's expectations there is still a certain gap, the main manifestation of the following: First, the quality of care service demonstration project activities are not obvious, the results are not obvious, and the people's expectations of the hospital. The main performance is: First, the quality of nursing service demonstration project activities are not obvious, nurse human resources allocation is insufficient to meet the actual needs of clinical work; Second, the creation of safe hospital work is not solid enough, medical quality and safety there are still defects and hidden dangers. Third, the clinical pathway work is not strong, and the work progress is slow. Fourth, the implementation of service measures are not in place, a few departments and individual medical staff service attitude and service level can not meet the requirements of the masses and satisfaction.
2, in the future work, we will strive to improve from the following aspects. First, improve outpatient services, outpatient strength, strengthen the emergency green channel management, the implementation of the "three first, three later", that is, the first treatment after the examination, the first rescue after the division, the first rescue after the charge, to ensure that the emergency rescue "green channel" unimpeded and timely and effective treatment. In order to improve the service flow of hospitalization, transferring to other departments, transferring to other hospitals and discharging from hospitals, the company ensures that patients receive convenient, fast, continuous and personalized medical services. Secondly, we have been promoting quality nursing service, earnestly implementing the activity plan and implementation scheme of "Quality Nursing Service Demonstration Project", steadily advancing the work of pilot wards, formulating performance appraisal scheme for nursing staff, establishing and improving nursing support system, promoting nursing work close to patients, clinics, and the society, and providing safe, effective, convenient and satisfactory nursing service for patients. We will provide patients with safe, effective, convenient and satisfactory nursing services and enhance the harmony between doctors and patients. Thirdly, we will intensify the work of clinical pathway and increase the number of diseases under clinical pathway management. Fourth, to strengthen the construction of medical ethics, to further improve the quality of professional ethics of medical personnel, and effectively rectify the unethical practices in medical services, to better safeguard the interests of the people's health.