Hospital Quality Service Month Summary Part 1
Since I arrived at the Eye Center, I have been feeling the hospital, the department of the implementation of high-quality nursing services, has been adhering to the patient-centered service concept, closely around the needs of the patient to improve the quality of service, improve the level of nursing professionalism, so as to improve the patient's health care Experience. The department strives to be able to give patients more satisfactory and intimate quality services from the time they are admitted to the hospital, during their hospitalization to the time they are discharged from the hospital. In the process of creating excellence, our wards are changing, our nurses are changing, and things that we initially thought were difficult and hard to accomplish are now being gradually realized. This is indeed a lot of difficulties, but the physical implementation of the more rewarding.
Since the implementation of quality nursing services, our hospital is changing. Hospital departments also around the clinical, around the patient to make a lot of changes, in the outpatient clinic, a variety of guidelines mark clear and easy to see, even the patient's guide ticket according to the needs of the re-adjustment of the size of the font and language descriptions, but also, for example, increased self-service test results printer, convenient for the patient to print their own reports, increased WeChat appointments, the patient can be done well in advance to make an appointment, the planning of the time, greatly facilitating the The consultation of the patients. Various departments throughout the hospital have also made a lot of support around the clinical, every day there are colleagues from the General Affairs Department come over to inspect the department, found problems, as long as you contact them, can come over to solve the problem in the first time, in the peak period of consultation, non-clinical departments will come down to support, to help coordinate and guide the patients. In all aspects of the hospital can be felt for the clinical support.
Our department has changed since the implementation of quality care services. We pay more attention to the details of the service, really think about what patients think, urgent patients. Not only from the service of the big point of departure, but also pay attention to a lot of service details of small points. Department for the patients to prepare a handy box, which has sugar cubes, cookies in case of emergency, to avoid the need for fasting patients due to fasting and lead to hunger, and even hypoglycemia, etc., but also in the handy box prepared for example, needle and thread box, suction tubes, paper cups, and so on, and more linked to our specialty, taking into account the needs of the patient's vision, the thoughtful preparation of a presbyopia glasses. These small and thoughtful actions often bring great surprise to patients and their families. Every small change comes from listening to patients' voices. And every small change is a dialog between health care and patients.
After the implementation of quality nursing service our nurses are also changing. Under the guidance of the Department of Nursing, our nurses have more communication with patients, pay more attention to the rehabilitation of patients suffering from diseases, diet, activity, position, review, re-examination, re-examination of the mission, but also developed a lot of pamphlets and publicity materials, to facilitate in the mission can be better expressed, so that patients are more easy to understand. Quality nursing service is patient-centered, compared with the previous nurses who only cared about hard work, our nursing staff now pay more attention to the patients, from professional care, condition observation, treatment, rehabilitation guidance to better escort the patient's recovery. Nurses are more focused on understanding each patient and humanizing care. The hospital has also increased a lot of ___, so that we can improve their own level of service at the same time to enhance the level of professionalism.
As a nursing staff, I y feel that quality nursing service is a thing that needs to be insisted on for a long time. With the affirmation of patients, our work is meaningful. As the saying goes, there is no end to the creation of excellence, the service is endless. This is a need for us to persevere, the need to continue to make efforts, our work is a heavy load and a long way to go, in the future, we will actively participate in the work, sincere treatment, as far as we can, for the patients to bring more quality service.
Hospital Quality Service Monthly Summary Part 2
In order to implement the spirit of "Shandong Province to implement the 20xx" quality care demonstration project "activities program", our hospital set up "quality care demonstration project By the management of the president as the leader, the director of the Department of Nursing as deputy leader, responsible for the development and implementation of the activity plan, to ensure that the work is really put into practice.
Since the establishment of the demonstration ward to implement the accountability system, the implementation of holistic care, increase the investment in equipment for the demonstration ward, the existing beds 23, 9 nurses, caregiver 1, the integration of basic care, observation of the condition, treatment, rehabilitation and health guidance tasks, the department of all the nursing staff around the high-quality care demonstration norms, solid learning nursing methods, highlighting the characteristics of traditional Chinese medicine; the implementation of the one, two, three levels of care. And send nurses to Qianfoshan Hospital Bone and Joint Department for further study, and constantly summarize the experience, the formation of specific Chinese medicine characteristics of the rehabilitation exercise system, daily according to the patient's condition of the development of each patient's functional exercise plan, give a daily demonstration of the passive and active functional exercise, and the establishment of a good evaluation system of the rehabilitation exercise, so that the patient early to achieve functional rehabilitation.
For discharged patients, actively do a good job of discharge guidance, the patient's rehabilitation guidance from the hospital to extend to the family, and accept the patient's various aspects of the consultation. The establishment of a perfect performance appraisal and incentive mechanism to fully mobilize the enthusiasm of nurses. Provide continuous, whole process and seamless nursing services for patients. These services have been universally praised by patients.
Through our hard work:
1: Patient satisfaction has increased significantly.
2: The proportion of patients accompanied by reduced.
3: Ward order further improved.
4: The quality of medical care is further guaranteed.
5: Harmonious doctor-patient relationship was created. For the work of the nursing staff shortage and infrastructure is not perfect and other issues, our hospital drew up the next step of the work plan:
On the achievements not proud of the enthusiasm of the "quality nursing service demonstration project" activities do not diminish, and everyone strive to create an advanced. Further increase in nursing staff, try to do inpatient less accompanied by people, no accompanied, accompanied but not nursing, and actively strengthen the infrastructure, solid basic care, to provide high-quality and efficient services.
Because of a variety of reasons, we still have a lot of shortcomings, in the future work, with the "quality nursing service" activities in-depth, our department will do better, so that patients are more satisfied.
Hospital Quality Service Monthly Summary Part 3
First, set up a new concept, improve the professional responsibility of the guide staff
1, to serve the patient means that the hospital environment and related matters to do a clear understanding of the patient, the guide staff is the patient a "green card". "Green card", patients to the clinic, we are the receptionist; patients to consult, we are consultants; patients with limited mobility, we are accompanied by the diagnostic staff; patients dissatisfied with other departmental services, we are coordinators, our ultimate goal is to meet the needs of patients by all means. With sincere dedication and sincere service to open the door of the patient's heart, to win the patient's trust.
2, to serve the patient to do a good service to patients can not be asked to do not down the hospital's "living dictionary". As the first station of the hospital service, every day to contact people of different ages and personalities, how to make these various needs of different people hope to come, satisfaction and return, is the guide to the knowledge of the wisdom of the staff, the ability to communicate with the test, not only to be familiar with the hospital's environmental characteristics of the technology and equipment power, but also familiar with the department's specialty, the scope of diagnosis and treatment, special features and expert characteristics. Even have to understand the medical characteristics of other hospitals, when we are in a very short time, through their decent speech, extensive knowledge, to meet the needs of patients, to win the trust and recognition of patients. The bridge between the patient and the hospital.
Second, through a variety of training to improve the overall quality of the guide
The key to improving the quality of service lies in the improvement of the quality of service personnel, but never overnight, especially we are now facing the newly recruited guide to the hospital knows nothing about the hospital, so that she is unfamiliar with the environment from unfamiliar to familiar with the mastery of certain Theoretical knowledge and professional skills, through the development of relevant duties, systems, codes of conduct and professional training, etiquette training, etc., to improve the quality of the guide staff, so that the guide staff have a high degree of professionalism. Diagnostic work is not to be belittled with other nursing work, is the embodiment of the hospital's quality service window, only from this high degree of understanding, in order to take the initiative and enthusiasm to help come to the clinic. The patient.
Third, the implementation of the new standards, improve the quality of work and efficiency of the staff of the guide
Because of the lack of clear objectives of the work of the guide, the quality of service is difficult to assess with data, not easy to quantify, so far, there is no training of the staff of the guide of the specialized agencies or courses, and the guide of the training and training in medical and nursing knowledge training has a certain difference, in order to improve the guide work of the hospital. In order to improve the work quality and efficiency of the staff, the hospital leadership invited the teacher from Lixin to guide the work, and made a plan for the duties, system, workflow, training program, and assessment standard of the nurse guide. In order to improve the passion of the guide staff to work, break the dry more or less, dry good or bad a state, in the perfect job duties, service processes, etc. on the basis of the development of job incentives program, and salary linked.
Four, the outpatient area of scientific management, creating an orderly medical environment
Outpatient patients eager to seek medical treatment, often causing unnecessary crowding and quarrels, if not properly handled, can lead to chaos. The nurse should be sympathetic to the patients as their friends and relatives, understand and sympathize with the pain and trouble brought by the disease to the patients, timely grasp of the patient's state of mind and a variety of needs, and patiently answer their questions, but also to keep a cool head, stabilize the patient's impatience, correctly do a good job in the work of diversion, according to the order of the doctor, and to maintain the order of the outpatient clinic. In addition, the nurse guide part-time to keep the clinic environment clean responsibilities, such as in the see patients and their families smoking or littering, can boldly and politely give correction, so that each patient can consciously abide by the relevant rules and regulations of the hospital, **** with the creation of a quiet, orderly, clean medical environment.
In short, the "guide" seems to be a relatively easy job, but to become a good guide is not easy, not only to focus on the instrument to be correct but also to maintain a positive mood at all times, know a certain amount of communication skills and simple medical knowledge, and more importantly, a high degree of empathy, think of the patient's thoughts, urgent patient's urgency, understanding of the patient's needs, the patient's understanding of the patient's needs, and the patient's needs. More importantly, we should have a high degree of compassion, think what the patient thinks, be anxious about the patient's urgency, understand the patient, and devote ourselves wholeheartedly to our work. Through the daily morning meeting time for all the guidance staff training, good praise, wrong criticism, for the work of the shortcomings of the continuous improvement, and strive to make the guidance work to excellence, so that we can really solve the practical difficulties for the patient, but also on the hospital's social and economic benefits to play a positive role in promoting.
Hospital Quality Service Monthly Summary Part 4
In order to respond positively to the call of the Ministry of Health, in the country to carry out the "Quality Nursing Service Demonstration Project" this activity, the hospital has also taken the corresponding measures in the hospital-wide selection of the two pilot departments. As the first batch of pilot key departments in the hospital, the Department of Surgery in May 20xx began to carry out this activity, all nursing staff can take the lead to take action, with full enthusiasm for the service, into the "quality nursing service" activities.
First, the goal is clear, well-organized, to create a mass satisfaction department
1, in the hospital leadership attaches great importance to and actively cooperate with the hospital on May 20xx - held a hospital mobilization meeting, where the leadership of a clear statement, the work will be given to actively cooperate with the strong support, but also actively coordinate with all relevant departments. At the same time will also actively coordinate with the relevant departments to give cooperation and strong support, the security in place, lifting the nursing staff's worries, the time to return to the nurse, so that nurses can better serve patients.
2, as the first batch of pilot units, the vice president in charge of nursing and nursing chief nurse can personally, in terms of human and financial resources to give strong support. Timely study of the relevant documents of the Ministry of Health. The head nurse organized all the nurses to interpret the connotation of basic nursing care, studied the notice of the General Office of the Ministry of Health on the issuance of the "Quality Nursing Service Demonstration Project Activity Program for 20xx" and the notice of the Department of Health of the Xinjiang Uygur Autonomous Region on the transmittal of the "Ministry of Health Notice on the Issuance of Basic Nursing Care Service Items for Inpatients (Implementation)" and three other documents, and further understood its "Compact basic care, provide satisfactory service" as the theme of the spirit of the document, so that the nursing staff in the mind to further improve the ideological understanding, change the sense of service, for the implementation of this work in a clear direction target, laid a good foundation.
3, the head nurse to use the weekly morning meeting time to repeatedly emphasize the need for this work and the importance of constantly strengthening the nursing staff's ideological quality education and responsibility education, emphasizing the attitude of service, treating each patient with care, patience and warmth, in the reception of careful examination, make a correct diagnosis; treatment patience to the patient's explanation to the patient to obtain the patient's cooperation to achieve the service with a smile. To "patient satisfaction" as the perceived standard, internal management to grasp the reality, outside the service innovation, the development of detailed implementation measures, seriously clarify the responsibilities at all levels, and make every effort to create a socially satisfactory excellent department.
Second, measures to ensure the quality of service
1, the basic situation of the department: department **** has the preparation of 30 beds, the actual opening of 39 beds. Department *** have nursing staff 8 people, including college education 3 people, secondary education 5 people, 1 nurse in charge, 1 nurse practitioner, 6 nurses.
2, according to the actual situation of the department, in the nursing department of the activities of the plan and implementation of the program on the basis of the Department of Surgery developed a "quality nursing service demonstration project" activities of the plan and implementation of the program, the publicity of the basic nursing service project connotation.
3, the department to change the scheduling mode, the implementation of double shift scheduling mode, re-formulation of the nursing staff's job responsibilities, the implementation of the whole from admission to discharge responsible for the package system, so that the patient during hospitalization to get a full range of care. The public has achieved zero complaints and zero disputes, and a large number of good deeds have emerged.
4, nursing staff can strictly in accordance with the basic nursing service program for clinical nursing services, on time to complete the morning and evening care and other nursing work. At the same time, the patient to implement the whole escort check. In particular, the care of critically ill patients, washing, wiping, urinary and fecal care and other basic nursing measures in place, so that patients are satisfied. Every day, the head nurse and shift handover staff go to the patient's bed on time to hand over the bedside handover. Ensure a timely inspection, detailed handover, to avoid omissions, accept the patient's views, and constantly improve the quality of nursing services.
5, in the medical safety and quality, the entire medical staff *** with the participation of every Monday by the head nurse to lead the nursing staff for safety education, the entire medical staff unity, to ensure that the 24-hour boot, in order to prepare for the department to have a rescue of critically ill patients or patients with a lot of emergency use. In particular, the chief of the department and the head nurse are often called to the ward to rescue patients at night sleep and holidays and Sundays. At the same time, the hospital also gave strong support in the economic aspects, greatly improving the nurse's work enthusiasm, can better serve the clinical patients.
6, since the development of quality nursing services, strengthen the basic care, means that the expansion of the scope of nursing work and the extension of the role of nursing staff, these undoubtedly greatly increased the workload of nurses, but these did not affect the nurses of the Department of Surgery, they are still, as always, enthusiastic to serve every patient, in addition to the patients to do a good job of washing the face, washing the head, turning over, patting the back, wiping the bath, In addition to washing the patient's face, washing the patient's head, turning the patient's head, patting the patient's back, wiping the patient's bath, cutting the patient's fingernails and other life care, the nurses also deliver medicines to the patient's bedside and pack the patient's medicines to the patient's stomach, which eliminates the hidden danger of the patient's irregularity in taking oral medicines, and ensures the quality of medical treatment and safety of nursing care. The head nurse also often go to the patient's bedside, ask to understand the patient's condition and the nursing staff's service attitude, service measures are - in place, urging nursing staff to treat every patient seriously, so that patients feel the warmth of family. The department produced a "quality nursing service mailbox", for patients with a variety of opinions and suggestions.
The problems are corrected in time. And every month on the patient satisfaction survey, satisfaction has reached 100%. Department of nursing staff has also been repeatedly by the patient's verbal praise. At the same time received 35 letters of praise. No complaints have been made.
Third, *** with the exploration *** seeking progress
"Quality Nursing Service Demonstration Project", reinterpretation of the connotation of nursing work, enrich the content of the nursing service, breaking the long inherited nurses to assist the doctor in the treatment of the nursing model, return to the Nursing care mode, more emphasis on psychological care, life care and other content, the nurse's workplace from the original nurses station to the ward. In the face of this series of changes, we believe that:
The challenge is unprecedented, there is no fixed model to follow, only in the work of continuous summary, continuous improvement, *** with the exploration, continuous practice, *** seeking progress, wholeheartedly for the patient to provide the whole process, comprehensive, high-quality, caring nursing services, to create a comfortable, warm, harmonious atmosphere of the doctor.
Hospital Quality Service Monthly Summary Part 5
Some people say that the guide is not a good look, standing in the window of the registration room, surrounded by patients, how how bad, how it should be. But do they know? Hospital health insurance, registration system complexity to the patient and the registration room brought much trouble? As a registration room staff, for the complexity of the system to try to overcome, as soon as possible to adapt and master the operating system, speed up the speed of service, improve service quality. But how can we ask the patients to overcome the same? We are bound to try to help them so as to alleviate the patients due to medical insurance, due to registration and caused by the trouble, and in the registration room window work not only to solve the problem of the patient registration trouble, but also take the initiative in the first time for the patient to carry out the diagnosis, to grasp the patient's condition and diagnosis, so as to as soon as possible to do a good job of oriented work.
Because registration is the beginning of the patient to the hospital to see the beginning of the link, is the first impression, I can not do a good job for the other links, but I can do a good job for the links I can manage. Now we have been included in the service industry, the concept of thinking should be changed, the service consciousness must also be improved, the patient has also become our customers and worship as "God", the doctor's work should always be for the customer to think for the customer to provide convenience, try to solve the problem.
The new hospital was just established, a lot of systems are not perfect, many people and individual leaders do not understand the specific work of the guide, more unclear as the guide responsible person and how to manage, thus increasing the difficulty of my work, they think that my work should be just in the hall, but they ignored the management of the guide I am also responsible for the management of the guide, I am also responsible for the second floor, the third floor of the guide management includes Specialist clinic. Once I was making rounds on the second floor, a leader said to me: How did you get to the second floor at work? Where is your post? Going to work is not allowed to crosstalk. I have also been thinking about this question: where is my post? What is my specific job? And how should I go about it? Since I am responsible for the work of the doctor guide, then the second floor, the third floor, including the work of the doctor guide of the specialist clinic I must also have some understanding, if this belongs to the series of posts, then how do I manage? I'm not sure if I'm going to be able to do that, but I'm going to be able to do it.
The expert clinic was given to me by President Zhang, who was also the chief of the medical department at the time, and I was asked to assign one person to be in charge of the expert clinic, and at the time, President Zhang did not ask me to fix one person to manage the expert clinic only. I took into account the "Wu" older, poorer health and the third floor of the guide, the work is also easier, then arranged for her to do the third floor of the guide and management of the expert outpatient clinic and to do the expert swabs, the second floor and the function of the Department of Radiology, some of the busier, it was handed over to "Zhu "Responsible for the hall is mainly responsible for me and the newly recruited guide, if the newly recruited guide appears to be green, also arranged for the second floor, the third floor guide alternative, I think my arrangement is reasonable, and the internal work has been more stable, the two old colleagues are also very supportive and cooperative.
But in this year's work but there is a third floor doctor guide disobedience management and arrangement of the phenomenon, which is related to a number of external human factors, she believes that I do not have the right to manage the expert outpatient clinic, do not have the right to arrange her work, I have a great deal of resistance and even affect the work of the Director of the Department of Nursing Li repeatedly coordinated the failure, of course, I also have a responsibility, I'm not mature enough, inexperienced, and work in the way there is also an inappropriate. I was not mature enough, inexperienced, and worked in an inappropriate way. The final result was to be removed from the specialist clinic. To tell you the truth, I'm very distressed to draw out the expert outpatient clinic, that is, I was under the command of President Zhang's hand built, when the diagnostic beds, I spent a lot of brain, a little bit by bit, it's not easy to arrange ah.
Hospital Quality Service Monthly Summary Part 6
Through the development of quality nursing service, our hospital nursing work gradually towards standardization, nursing staff image in the minds of patients have a great enhancement, the masses of satisfaction has increased significantly.
The hospital leadership attaches great importance to the "Quality Nursing Service Demonstration Project" activities, the establishment of the activities of the leading group headed by President Tian, the timely development of the activities of the implementation of the program, held a mobilization meeting of the creation of the activities, clear responsibilities and requirements.
On the basis of the mobilization of the hospital, President Tian held a regular meeting with the head nurse to mobilize and deploy again. In order to implement the spirit of the notice, the grass-roots departments were organized nursing staff to study and understand the spirit of the documents related to the creation of activities, to unify the ideological understanding of the clear objectives of the activities, and to refine the work of the task.
Second, the implementation of hierarchical management, to create a quality service nursing team.
Creating a hierarchical, well-trained, superb, creative nursing team is the basis for the realization of quality nursing services. First of all set up the image of nurses, nurses must wear nurse uniforms, wearing a nurse cap, wearing nurse shoes, hanging badges on duty, smile service, the promotion of civilized terminology. Secondly, the nursing staffing has been further optimized. At the same time as the number of nursing staff increased, took the form of going out to learn and hospital training, work in the understanding, focusing on improving the nursing management personnel's leadership and business quality. Through learning to make the comprehensive quality of the nurse's ability than previously had a significant increase, strengthened the hospital nursing staff professional skills, improve the level of service, the overall nursing professional level on a new level.
Three, tamping basic care, and constantly enrich the connotation of nursing services.
In the creation of activities according to the intensity of work reasonable scheduling, in the daytime work relatively busy, the patient demand for a larger period of time, increased shifts, as far as possible to meet the service needs of patients. The phenomenon of understaffing and uneven busyness in all shifts and sections has been solved and recognized by the dean and nurses. The wards have carried out the responsibility system of nursing, division of labor, strengthening the sense of responsibility of nurses, and completely changed the passive service from the past when the pager rang and the family or the patient called to see the nurse, to the present when the nurse constantly patrols the wards and takes the initiative to provide services for the patients in a timely manner, which realizes a new mode of clinical nursing service. Nursing staff implement the first-ask responsibility system, the first welcome responsibility system, and set up a warm informative card, issue health education cards, dietary care cards, and strengthen nurse-patient communication. Focusing on patient-centeredness, strengthening basic nursing care, fully implementing the accountability system, deepening the connotation of nursing specialty, and enhancing the overall level of nursing services, the team has been highly praised by patients' families. Strengthened the nursing staff basic nursing training.
Four, strengthen the specialty care, effectively enhance the soft power of nursing services.
While strengthening basic care, the hospital firmly grasp the direction and requirements of "quality", and continue to enhance the soft power of nursing services. In order to improve the level of specialist care, strengthen the training and assessment of nursing staff specialist knowledge, organize each department to select the typical diseases of this section, the integration of specialist care knowledge, repeated modifications, unified standards, reasonable adjustments to provide continuous and reliable clinical information. In order to further standardize the work of health education, change the nursing staff lack of communication experience and the art of communication, health education activities in various departments, give full play to the pilot departments of professional characteristics, technical advantages, service characteristics, tapping the potential to establish an image and build a brand.
Fifth, the implementation of the whole process of monitoring, continuous improvement of the quality of nursing services, and strengthen the performance assessment.
In business management, always adhere to the "patient-centered" service concept, and constantly strengthen the quality and safety awareness of nursing staff at all levels, increase the quality of nursing supervision, to achieve a comprehensive inspection and single inspection combination, vertical inspection and circular inspection of the interactive, regular inspection and The company's website has been updated with the latest information on the quality of care and the quality of the service.
Our hospital in order to further deepen the quality of nursing services, motivate nursing staff enthusiasm, the effective implementation of the responsibility system overall care, standardize nursing behavior, strengthen the safety awareness, to ensure the safety of clinical care, give full play to the nursing quality control, supervision, inspection and other functions of the system, and effectively do a good job of nursing safety management, and formulated the nursing staff performance appraisal methods.
In the future work, our hospital will increase the systematic study of quality nursing service, establish a long-term mechanism to enhance nursing service, so that quality nursing service normalization, one is to strengthen the nursing etiquette training, and further shaping the image of nursing staff; two is to strengthen theoretical learning, improve the level of nurses' business theories; three is to strengthen the training of nursing technical operation, improve the operational skills of nurses; four is to improve the Performance appraisal system, so that quality nursing service work in our Dean effective development; for the people to provide comprehensive quality service, so that patients are satisfied, so that the community is satisfied.