Satisfaction survey of the reasons and corrective measures are as follows:
1, outpatient consultation time is concentrated
Reasons
Patients to the hospital in the morning, in the process of consultation, easy to "three long and one short" phenomenon. That is, long queuing time for registration, long queuing time for payment, long queuing time for medicine and short time for consultation.
Patients in the process of hospitalization, hope to get the service is first of all health knowledge education, more hope to understand the diagnosis of their own condition, development and prognosis, due to the treatment mode and environmental factors, outpatient clinic is the intersection of the hospital's various clinical, medical and technical departments, medical personnel, in addition to a small number of outpatient clinics directly under the management of the Department of the majority of the specialties by the temporary dispatched, and some of the hospital's rehired retired staff, assessment and management mostly outside of the outpatient clinic, and the assessment and management of the hospital's clinical and medical staff. The management of most of the departments other than the outpatient department.
The disadvantages of this loose management mode are obvious, part of the medical staff loose discipline, poor sense of service, responsibility is not strong. At the same time, outpatients stay in the hospital for a shorter period of time, the hospital's consultation process and the location of the relevant departments do not understand, easy to trigger the patient's dissatisfaction.
Rectification measures
Change of mindset, enhance the sense of service, outpatient clinic is a window to the community, more patients, and mobility. Hospitals must start from the change of mindset, strengthen the outpatient staff of professional ethics education, enhance the active service consciousness of health care workers, improve service quality. The establishment of respect for patients, care for patients, considerate of patients as the moral basis of the service concept, often think differently, everywhere for the sake of patients, to serve patients in good faith, and constantly improve the level of outpatient health care services.
2, patients are familiar with the difference in medical services
Reasons
Currently, society vigorously advocates the commitment to service, the patient's expectations of medical services are too high, that the hospital should provide a full range of services to make patients satisfied. The medical staff of the medical service is still stuck in the traditional concept that the patient's request for medical help is to ask for help, the patient can only be passive and unconditional obedience, the doctor has complete initiative, and therefore often because of the attitude of the medical staff, lack of initiative and patience caused by the complaints.
Rectification measures
Strengthening business learning, improve the quality of medical care, medical quality is a comprehensive reflection of the hospital's medical technology, management level and medical ethics, is the key to the hospital's survival and development. Therefore, only to strengthen the professional and technical training of medical personnel, and constantly improve the level of business and basic skills, in order to ensure that the diagnosis rate of patients.
3, the patient's cooperation with the diagnosis and treatment
Reasons
Currently, the social popularization of medical knowledge more and more, some patients believe that they are able to understand and grasp some of the medical knowledge, the demand for participation in the medical process of the consciousness is relatively strong, when the doctor's diagnostic and treatment program and the patient's expectations of the requirements of the inconsistency of the disputes that can occur.
Rectification measures
Strengthen the management, strict implementation of the post system, increase the monitoring of outpatient medical staff, standardize the management of outpatient physicians, outpatient physician's quality of work, quality of service, such as outpatient situation and the corresponding performance linked to the full mobilization of all types of personnel in the outpatient clinic enthusiasm, and continue to enhance the awareness of the position of the medical staff and sense of responsibility.
4, patients lack of familiarity with individual differences
Reasons
Some patients in the treatment, often with their own limited common sense to compare with other patients, emphasizing their own feelings after treatment, due to individual differences caused by the medical accident can not be understood.
Rectification measures
Reasonable medical care, so that patients understand the consumption, medical fees is a more sensitive issue in society, in order to allow patients to understand the consumption, the hospital will be all drugs and inspection, treatment program charges are all entered into the information network of the outpatient electronic touch-screen, so that patients can easily find the relevant information at any time, in the diagnostic and treatment process, to truly achieve a reasonable use of medication, a reasonable inspection, Reasonable charges.
5, doctor-patient communication
Reason
Complaints about the vast majority of no objection to the treatment, but the doctor's stiff attitude, tone of voice cold, not timely, not enough to explain the condition of the patient and his family, failed to communicate with patients and their families, in the diagnosis and treatment of patients and their families in the process of the right to participate in the full respect.
Rectification measures
Increase investment, improve the medical environment, according to the characteristics of outpatient work, timely analysis of seasonal changes in the volume of outpatient clinics, rational arrangement of manpower, in the peak season in advance of the arrangements. In the daily registration, charging, picking up medicine peak, the implementation of flexible working system, the hospital is gradually improving the telephone booking registration, maximize the convenience of patients, improve the medical environment, and constantly improve the image of the hospital.