Wuqiang County Hospital, the current president: Bai Pingzhang
In the past few years, the hospital seriously implement the scientific concept of development and the spirit of health conferences at all levels, the courage to seize the opportunity to deepen the reform, to "grasp the management, improve the quality of service" as the main line, has carried out the "quality of health care Miles", "create integrity hospital", "create a safe hospital" to carry out "three good and one satisfied" activities and quality care demonstration project. ", "create honest hospitals", "create safe hospitals", "three good and one satisfied" activities and quality nursing demonstration project, etc., in order to improve the "quality of medical care, improve the quality of medical care, improve the quality of medical care, improve the quality of medical care". "To improve medical quality and medical service, the company has adopted the following measures: standardize window service, optimize service flow; improve emergency medical service, first rescue and then settle payment; implement "no holiday outpatient"; carry out "warm puncture The company has also implemented "no holiday outpatient", "warm puncture" and quality nursing service, carried out clinical pathway and improved bed turnover rate, carried out "volunteer service in hospital", gone to the countryside for free clinic and sent doctors to the door, standardized the behavior of diagnostic and treatment service, promoted reasonable examination, reasonable medication and reasonable treatment, standardized the process of doctor-patient communication and improved the doctor-patient communication system; Strengthening medical ethics and ethical construction and other measures to provide the public with "high-quality, efficient, convenient and appropriate" services, has been the majority of patients and the community's praise. The hospital has received more than 20 letters of thanks from patients over the years, 16 silk banners, and has won the 2008 annual, 2009 2010 annual health work "advanced collective", Hengshui City, AA-level "labor harmony unit", "Hengshui City Council star unit", Hengshui City Quality Miles "integrity demonstration unit" and other honorary titles.
Strengthening management, quality and service to create a people's satisfaction with the hospital
-- Wuqiang County Hospital
Wuqiang County Hospital is the only one in the county set of medical care, scientific research, teaching, rehabilitation, first aid, preventive health care as one of the second-class A-class general hospitals, the existing cadres and staff of 315, the establishment of beds 220, with clinical, medical and health care facilities, and a total of 1,000 beds. 220 beds, set up 16 clinical, medical and technical departments, with nuclear magnetic **** vibration, CT, DR, color ultrasound, electronic gastroscope and other large-scale equipment more than 100,000 yuan 24 units, can fully meet the majority of patients' medical and health care needs.
In recent years, the hospital in the county party committee, the county government, the city and county health bureau under the correct leadership, conscientiously implement the scientific concept of development and the spirit of health conferences at all levels, the courage to seize the opportunity to deepen the reform, to "grasp the management, improve the quality of service" as the main line, has carried out the "quality of health care Miles", "create a hospital of integrity", "create a safe hospital" to carry out the "three good and one satisfaction" activities and quality care demonstration project, etc., to provide the public with "high quality, efficient and effective". The hospital provides "high-quality, efficient, convenient and appropriate" services for the public, and has been praised by the majority of patients and the society. Over the past few years, the hospital has been awarded the "Advanced Collective" for health work in 2008, 2009 and 2010, the "Advanced Collective" for Olympic security work, the "Advanced Collective" for maintaining social stability, the "AA Level" for labor harmony in Hengshui City, and the "AA Level" for labor harmony in Hengshui City. AA level "labor harmony unit", "Hengshui City Council star unit", Hengshui City Quality Miles "integrity demonstration unit" and other honorary titles.
No. 50, Xinjian Road, Wuqiang County, Hebei Province
I. Strengthening of the leadership team, laying a good foundation for the overall development of the hospital
The hospital has made efforts to strengthen the ideological and style of construction of the leadership team, and constantly enhance the sense of responsibility and sense of mission of the leading cadres, and strive to create a new situation for the reform and development of the hospital, so that the leadership team of the hospital to become a politically firm, united and coordinated, clean and honest, Pragmatic and efficient strong collective.
(1) pay close attention to political and theoretical learning, improve the political and ideological level of the members of the leadership team. In carrying out the "strive for excellence" activities, members of the leadership team of the hospital to seriously study the party's lines, guidelines, policies, and take the lead in learning, politics, and righteousness; in the work of the hospital, the leadership take the lead in leading their respective work pieces in charge of excellence, and vigorously promote the development of the hospital's work.
(2) adhere to democratic centralism, correctly deal with major hospital issues. Democratic centralism is is the leadership team of the hospital's working principles. All major issues are discussed and decided collectively by the party and government leadership team, and never engage in "one-word", especially involving the "three major" matters, in a timely manner in the regular meeting of the middle cadres and the staff will be open. The hospital new building regulation design, the draft came out, were issued to the department of the sample map, widely solicited the views of the majority of medical staff, and adjusted according to the recommendations; on the purchase of large-scale medical equipment, such as nuclear magnetic *** vibration, DR, etc. have carried out open social bidding or government procurement, and timely hospital announcement; last year, after the establishment of the staff council, and were through the performance pay allocation program, full The post appointment program, the hospital in 2011 hospital construction and medical equipment purchase plan and other major matters.
(3) unity and cooperation, play the core role of the leadership team. The hospital's leadership team pays close attention to the unity of the entire team, adhere to the collective leadership, there is a division of labor and cooperation, there is democracy and concentration, unity, style, efficiency and dedication. Unity of thought within the team, the same action, dare to manage and grasp, promote the leadership and workers, sections and departments, workers and workers between the exchange of feelings, solidarity and cooperation between the cadres and masses, the hospital showed a school of upward, pioneering and enterprising good atmosphere, so that the hospital has made great progress in all aspects of the work.
Two, a solid "three good and one satisfaction" activities, and strive to do people satisfied with the hospital
Since the Ministry of Health asked the national health system to carry out the "three good and one satisfaction" activities, the hospital leadership attaches great importance to, after many in-depth social, Department of research, targeting the public's most concerned about the most urgent need to solve the problem, in order to effectively improve medical services, improve the quality of medical care as a breakthrough, to take effective measures to solve the practical difficulties in the process of the masses of medical treatment in a timely manner, to truly achieve the satisfaction of the masses.
(1) improve outpatient emergency services
1, standardize window services, optimize the service process. First, the hospital organizes outpatient staff to seriously study and strictly implement the "Ten Window Specifications for Medical Institutions at All Levels" (including medical guide, outpatient clinic, inpatient charging office, imaging, testing, functional tests, injection and infusion room, emergency room, cafeteria, and security); strict implementation of the waiting time for waiting for medical treatment, payment of fees, medication waiting time of no more than 15 minutes, radiology, MRI, CT out of the report time of no more than 20 minutes. The second is to strengthen the management of the first consultation and first question service for the whole hospital staff, especially for the medical guide and outpatient staff, to strengthen their knowledge training in service consciousness, language art, communication skills and ability to deal with emergencies, and to maintain the order of outpatient medical treatment. Third, improve the hospital signs, guide signs. Hospital in the outpatient hall, stairway, hallway were made in the hospital department distribution map, department guide plate, department signage, greatly facilitating the patient's access to medical care.
2, improve emergency medical services, first rescue and then settlement. Hospitals to strengthen the emergency department standardization, standardization of construction, further improve, smooth the green channel. The implementation of the first rescue of critically ill patients after the settlement, the timely implementation of treatment, no family members without accompanying the critically ill patients hospital arrangements for a person in charge of the whole accompanying medical care, to ensure that the patient's life safety.
3, the implementation of "no holiday clinic" service. According to the actual needs of patients, the hospital targeted at the second floor outpatient clinic to carry out "no holiday clinic", a reasonable arrangement of doctors on duty throughout the year, regardless of holidays, to ensure that the outpatient clinic every day there is a doctor on duty, which greatly facilitates the patient's access to medical care.
4, the establishment of patient "return visit" mechanism. The hospital's functional departments have increased the outpatient prescription, application form, report card standardized writing inspection efforts, the Medical Department monthly randomly selected 20 patients for return visits, to solicit the views and suggestions of patients, consciously accept the service users and the community's supervision.
(2) Improvement of hospitalization services
1, improve the service concept. Change the past infusion waiting for people shouting, changing drugs waiting for people called, surgery waiting for people urged the passive service situation, change passive to active, "all for the sake of the patient" service concept is not shouted on the verbal, but the implementation of the real. For this reason, the hospital regulations such as the discovery of the duty staff once waiting for someone to shout, on the spot to the patient to apologize; found two waiting for someone to shout the hospital to be criticized; three times to wait for the treatment of the hospital quality control section from time to time every week to the wards to visit, once found, immediately according to the system implementation.
2, to carry out "warm puncture", the implementation of quality care services. This year, the hospital first in the surgery, gynecology, "quality care" services, take the initiative to take admission care, morning care, evening care, diet care, excretion care, lying down care, comfort care and other nursing content of humanized nursing services to meet the patient's multi-faceted care needs. In addition, "warm puncture" service is carried out in the whole hospital, which requires nurses to serve with a smile; the infusion puncture is required to be successful once, and an unsuccessful puncture should be apologized to the patient; after the puncture is completed, we should help the patient to take a comfortable position, and recover the patient's sleeves and bedding. The "warm puncture" service has put forward higher requirements for nurses on duty, prompting nurses to practice puncture skills in their spare time, improving the quality of care in hospitals and improving the doctor-patient relationship.
3, the development of clinical pathway, improve the turnover rate of beds. The hospital carried out clinical path management of five common diseases in July, realizing the proceduralization and standardization of medical and nursing activities, reducing medical costs, reducing patients' medical expenses, shortening patients' hospitalization days, and improving bed turnover rate.
4, in-depth "volunteer service in the hospital" activities. Under the leadership of the Youth League Committee of the hospital set up a volunteer service team, every week on Tuesdays and Fridays, to carry out outpatient warm navigation, accompanying diagnosis and nursing, health knowledge propaganda in a variety of forms of volunteer services, education and guidance to patients to develop a healthy lifestyle.
(3) Improvement of medical service model
1, internal attraction, "borrowing ladder on the wall". The hospital has long employed well-known hospital experts in the hospital, and the hospital, provincial hospitals, provincial hospitals, provincial hospitals, Peking Tongren Hospital maintains a long-term technical cooperation, so that patients in the county can enjoy the provincial and municipal hospitals without going out of the county of medical services. This year, the hospital also hired the former Taocheng District Maternal and Child Health Hospital Chen Xinjuan, director of the hospital as vice president, focusing on obstetrics and gynecology work, led to the rapid improvement of the quality of obstetrics and gynecology. Hospital hospital to take advantage of the opportunity to support the hospital counterparts, invited the hospital 5 doctors to grow in the hospital's weak medical and technical strength of the department, "pass, help, with", every six months rotation, and quickly enhance the medical technology level of the various departments. In cooperation with them, the hospital carried out a number of complex internal, external, gynecological, ophthalmic surgery, by the patients.
2, rural clinics, send doctors to the door. In order to better solve the problem of rural people difficult to see a doctor, the hospital carried out a "warmth, love" as the theme of the rural clinic activities. The hospital deployed clinical, medical and technical departments backbone 38 people, divided into six groups, composed of traveling clinic team, led by a vice president, carrying ultrasound, electrocardiogram and other instruments, in-depth rural clinic activities, so that the general public do not go out of the village, do not go out of the countryside can enjoy a full range of attentive service. Since the Spring Festival, the volunteer team *** clinic 12 villages, more than 960 times, more than 620 times to answer the consultation, the distribution of more than 1,000 copies of publicity materials. Volunteer activities carried out, so that the general public received high-quality medical services, enjoy the practical benefits, to achieve early prevention, early treatment, early health.
3, carry out remote medical services. The hospital makes full use of the Internet technology to carry out various forms of telemedicine services to expand the coverage of high-quality medical resources, and effectively solve difficult problems for the masses. The PACSS system used by the hospital's imaging center keeps in touch with a number of famous hospitals through the network, and in case of difficult or unclear diagnosis of X-rays, CT films, nuclear magnetic films, etc., you can discuss and consult with higher-level experts through the network on the spot and diagnose a clear result, which not only eliminates the hard work of the patients going to and from the big hospitals, but also saves the medical costs, and is quite well received by the patients.
4, emphasize health education and rehabilitation. In order to improve the ability of all people to improve self-care, improve the quality of education for all, the hospital has done a lot of publicity work. First, this year, the hospital and the county radio and television station jointly filmed 11 health knowledge lectures about common diseases, common diseases, prevention and treatment of knowledge and a variety of disease care and rehabilitation guidance, and year-round broadcast in the county radio and television stations to improve the general public's level of health education. Secondly, there is a health education bulletin board in the corridors of each department, which has a detailed introduction to the prevention and treatment of common diseases in each department and is changed regularly. Thirdly, the nurses of each department fully do the admission missionary work, the ward activities of hospitalized patients, in and out of pre-operative and post-operative targeted health education, and recorded.
(4) Improvement of medical quality and safety
1, the conscientious implementation of the fourteen core systems to improve the quality of medical care. The implementation of the medical system is to improve the quality of medical care, to ensure medical safety protection, the hospital on the basis of improving the system, focusing on the implementation of the system, especially the first-responsibility system, the third-level physician check-up system, consultation system, the system of discussion of fatal cases, the medical record writing specifications, and other core systems, in order to promote the hospital's medical quality and steadily improve. In order to strengthen the quality supervision and inspection of the hospital, the Quality Control Section has been carrying out supervision and inspection of the departments once or twice a day according to the "Hospital Quality Assessment Rules" since the beginning of the year, proposing rectification suggestions for the problems, summarizing them every week and sending them to the departments in the form of "Quality Control Bulletin". The quality control section holds a monthly quality control analysis seminar to discuss and analyze the causes of quality problems and corrective measures to promote the various departments to complete the work in a planned, step-by-step, organized manner.
2, strictly regulate the behavior of diagnosis and treatment services, and promote rational examination, rational use of medication, rational treatment. Further implementation of the fourteen core systems and "three reasonable" norms, adhere to the treatment of disease, focusing on the implementation of the guiding principles and norms for the rational use of antibiotics, and strengthen the detection of antibiotics, especially the clinical use of antibiotics in the third line. The utilization rate of prophylactic antibiotics for first-type surgery, the utilization rate of antibiotic combination, and the utilization rate of third-line antibiotics were kept at a lower level in the city. Continuing to carry out the "Three Fundamentals" sampling test for medical personnel. Seriously implement the clinical pathway, the Code of Clinical Technical Practice, the Clinical Treatment Guidelines, the Provisions on Pharmaceutical Management in Medical Institutions, the Measures for Prescription Management, and the Guiding Principles for the Clinical Application of Antimicrobial Drugs, and other regulations and norms. Vigorously implement the clinical path and single-patient payment, and promote the development of medical quality management to scientific, standardized, professional and refined.
3, standardize the process of doctor-patient communication, improve doctor-patient communication system. Standardize the communication between doctors and patients, and respect the patient's right to know, right to consent, right to choose. The establishment of doctor-patient communication responsibility system, hospitalized patients are mainly responsible for communication by the responsible doctor and responsible nurse; surgical patients pre-operative, post-operative by the attending physician personal communication; outpatient, stay in detection of the patient by the attending physician is responsible for communication. The attending physician is responsible for immediate communication when there is a change in the condition. Through the implementation of the doctor-patient communication system, reduce the occurrence of medical disputes, and harmonize the doctor-patient relationship.
4, standardize the management of complaints. The hospital set up a "doctor-patient office" is responsible for the management of complaints, each department strictly implement the first complaint system, complaint reporting system, accountability system, case filing system, standardized complaint procedures, effectively avoiding the intensification of conflicts between doctors and patients, harmonious doctor-patient relationship.
5, strengthen the management of clinical application of medical technology and large-scale equipment to ensure the quality and safety of medical care and patients' rights and interests. Effectively strengthen the management of the clinical application of medical technology, in accordance with the "clinical application of medical technology management approach" requirements, the establishment of a strict medical technology access and management system
(5) to strengthen the construction of medical ethics and ethical practices
1, public service information. Hospital Hospital through the electronic LCD screen, bulletin boards, fee lists and other forms of publicizing all services and charges, convenient for the public to inquire.
2, the implementation of inspection and test results "peer mutual recognition". Hospitals to implement inspection, test results mutual recognition system, patients in different hospitals for treatment, or from the city hospitals to hospitals for treatment, will reduce unnecessary duplication of inspection costs, greatly reducing the burden on patients.
3, the implementation of the "three reasonable" norms, adhere to the clinical drugs, "double ten control" system, standardize the behavior of inspection and treatment, and control the unreasonable growth of medical costs.
4, clean medical practice, refuse to accept red packets, kickbacks. Effectively strengthen the medical ethics education, so that the majority of medical staff to establish professional honor and sense of responsibility, cultivate good professional sentiments, always put the interests of patients first. The hospital held a hospital staff warning education, education, civilized practice of medicine, clean and honest, do not eat kickbacks, do not take red packets; and convened drug dealers, device dealers held a good faith education, and the drug dealers, device dealers signed a "two-way commitment to anti-commercial bribery," effectively preventing kickbacks in the circulation of poor-quality medicines, to ensure that the patient's medication is inexpensive and safe.
5, extensive consultation and timely improvement. First, the regular convening of patient forums to widely solicit the views of patients and their families; secondly, through the outpatient and inpatient on-site surveys to solicit views and suggestions; thirdly, regularly to the street to carry out the "listening to the voice of the people" activities, collect the views of all walks of life and suggestions, sorting out the rectification. Hospitals to solicit the views and suggestions, can immediately solve and correct the immediate solution and correction; can not immediately solve and correct the relevant departments are responsible for solving and correcting as soon as possible, to a large extent, to win the public's satisfaction and recognition, to win the public understanding and support.
Three, strengthen the infrastructure, creating people satisfied with the medical environment
In order to provide patients with a beautiful medical environment, comfortable wards and accurate and reliable diagnostic results, the hospital in the basic construction of the hospital to increase investment, and strive to improve the hospital's basic construction.
(1) infrastructure First, an investment of 37 million yuan, with a construction area of more than 17,000 square meters of Wuqiang County Hospital, the new complex (11 +1 floor) is under construction, is expected to be completed by the end of 2012 and put into use. By that time, the hospital's medical environment is more beautiful, the ward set up more scientific and reasonable, the patient will feel more warm and comfortable hospitalization, the second is the hallway, ward walls, doors and windows, heating pipes all brushed, painted once, the ward glass was replaced, all the wards of the door plate renumbered replacement, so that the inside and outside of the building a new look. Thirdly, the hospital's toilets have been hygienic and humanized, and the toilets have been converted to foot-operated flushing to reduce the chances of hand contact; additional toilets have been set up for the elderly and the disabled; and handrails have been added next to the toilets to facilitate the squatting and getting up of the mobility-handicapped people. Fourth, the completion of the east side of the hospital parking lot ground hardening project, spraying the parking space line, so that the vehicle parking, out of order, to ease the increase in the number of patients, the situation of parking difficulties in the hospital.
(2) medical equipment In order to better improve the quality of medical diagnosis of the hospital, the hospital over the past few years has purchased a German Siemens double-row spiral CT machine, German Siemens color ultrasound, Japanese electronic gastroscope, electronic colonoscopy, remote control gastrointestinal X-ray machine and other large medical equipment. Last year, the hospital invested 3.5 million yuan to purchase a nuclear magnetic **** vibration imaging system, and then purchased a five-category hemocytometer, medical imaging PASS system, centralized monitor and other medical equipment, this year, the hospital invested 2.6 million yuan to purchase a digital photography system (DR), the hospital **** counts more than 10,000 yuan more than 80 sets of medical equipment (pieces), able to carry out a variety of tests nearly 300, these medical equipment for the scientific and rational treatment of clinical conditions. Medical equipment for clinical science and rational treatment provides a reliable guarantee, significantly improve the diagnosis rate, improve the level of diagnosis and treatment.
Reviewing the past, the hospital has made certain achievements, the majority of the people y by a lot of benefits. However, we are aware that the services provided by the hospital and the needs of the people still have a certain gap. The road to the future, a long way to go! Let us under the leadership of the higher-ups, and further cohesion of the wisdom of the hospital staff, with high morale and determination to reform, with full enthusiasm to strive to innovate, with a pragmatic style of hard work, with quality services to the hospital will be built into the masses assured that the people are satisfied with the hospital!