Healthcare Risk Management and Crisis Disposition Methods
Do you know what healthcare risk management and crisis disposition methods are? Do you know about healthcare risk management and crisis management? The following is my knowledge about healthcare risk management and the disposal method of crisis, welcome to read.
First, the medical risk management countermeasures to explore
Today's world of health care industry in the event of a crisis, it will quickly expand and can affect the entire industry and even the country. Medical risks are hidden and permeate the development strategy of the hospital, hospital management and medical management in all aspects. Facing risk is an objective potential reality, risk management is a systematic project, managers should learn to avoid risk. At present, China's hospital risk management is still relatively weak, risk management ability is not strong due to three important reasons, one is due to the long-term impact of the management model under the planned economic system, to cope with the risk of dependence on the idea is more serious. Many hospital managers lack the basic knowledge of risk management, risk management awareness and ability to be improved, in the management of the link did not form a plan and measures to deal with risk, predicting the occurrence of risk sense of smell is not effective, slow reaction after the occurrence of risk, not to mention the ability to cope with the crisis and deal with it effectively. Secondly, due to the generally limited tenure of hospital managers, the tenure of blind pursuit of development, the pursuit of scale and efficiency, pay more attention to the interests of the tenure of the lack of long-term strategic planning, rarely study and consider the operation of the potential risks. Third, the staff also lacks the corresponding risk awareness, manifested in a general lack of risk management knowledge training, lack of risk management implementation methods and assessment, which is prone to risk "upstream" and management focus at the grassroots level, in the specific position of the formation of a stark contrast, and thus to strengthen the risk prevention and management is imperative.
1.1 Strengthen the system construction, strengthen the practice of risk awareness
Hospital administrators should be in the implementation of laws and regulations on the basis of medical practice to develop relevant regulations and operational procedures. It has been proven that more than 85% of the risks and crises are caused by management and process defects. Once the medical risk notification obligation system has been developed, it should be strictly in accordance with the written elements and format implementation, and should not take the verbal way to inform. Some hospitals are expanding the scope of treatment, to carry out difficult and complex disease diagnosis and treatment, but because of the communication and risk of informing the details did not follow up and cause disputes.
1.2 Improve the quality of medical staff, cultivate professional ethics
To take the initiative to prevent medical risks, in the process of medical services, conscious and continuous judgment of medical risks. In other words, in the diagnostic and treatment activities, according to clinical experience, professional skills, the patient's condition, to make an assessment of the expected or potential medical risk, complete the risk assessment analysis, timely informed the patient of the risk, so that they understand or make a choice, this is a proactive approach to resolving the medical risk, balancing the situation of the doctor and the patient's information is not equal to the contradiction is very useful.
1.3 Implementation of the core system, strengthen the quality of dynamic monitoring
There is a system not implemented is equivalent to the form of a sham, there is a layout without checking is equivalent to the paper, there is a mistake is not rectified is equivalent to the appeasement of the treacherous. The old saying: "the only ear and eyes of the Congzha, God color 弥加精明, face and day and new, wisdom will be years and **** far". Emphasized the philosophies of problem identification, continuous improvement of management, quality enhancement and scientific coordination, and good and fast development. In medical risk management, Buchholz particularly emphasized: "quality is the first priority of practice" point of view.
1.4 Strengthen the training and assessment, improve the standard of business technology
Scientific and reliable, relatively safe and effective technology to serve patients. The implementation of the establishment of "patient-centered, quality and safety as the core" of the risk management concept, to provide patients with a smile, timely, honest, safe and sustainable "5S" and family-style, hotel-style, hospital individualized and humane The "4H" diagnosis and care services to strengthen the details of management, resolve medical risks, and implement the system to eliminate the crisis with the executive force.
1.5 Strengthen the popularization of science, effective communication between doctors and patients
Many medical disputes due to the poor service attitude of medical personnel lead to patient dissatisfaction, which in turn triggered the contradiction, so the medical staff should pay attention to the cultivation of professional qualities, conscientiousness, patience, meticulousness, and sincerity to treat each patient, understand their illnesses The patient's attitude is not good enough to make the patient's life easier, but the patient's attitude is not good enough to make the patient's life easier, so the patient's attitude is not good enough to make the patient's life easier.
1.6 Build a harmonious doctor-patient relationship and create a safe hospital
The management should take seriously and pragmatically deal with the complaints of patients and their families, and deal with medical disputes and medical accidents in a timely and correct manner in accordance with the law to create a safe and harmonious hospital. Don't wait for problems to pile up and crises to occur before paying attention. The hospital is a safe and harmonious hospital covering the harmony of doctors and patients, the harmony of hospital workers, the harmony of the hospital development, the harmony of the hospital and the society.
Second, the correct handling of medical crisis to discuss
According to the theory of crisis management, the general crisis management process is divided into prevention, preparation, response and recovery of the four steps can be summarized as "think of the trouble, the development of countermeasures, rapid response, to make up for the loss". Emphasis on the "seamlessness" of the crisis management process, pay attention to the crisis management measures "skillful in winning".
2.1 The importance and necessity of crisis management
2.1.1 Crisis management to make the hospital out of the "quagmire" into a safe and sound
Crisis management refers to the organization's ability to cope with crisis situations. Crisis management refers to the organization to cope with the crisis situation of information collection and analysis, decision-making for the problem, the development of plans and measures, dynamic adjustment of crisis resolution methods and approaches, experience and self-diagnosis to repair the whole process. Broadly speaking, crisis management covers all aspects of management before, during and after a crisis. It includes searching for the root cause of the crisis, its essence and its manifestation, adopting appropriate ways to deal with the crisis, further strengthening the risk prevention, and reducing the chances of recurrence of the crisis. Effective crisis management should include reducing the source, scope and impact of the crisis, improving the front position of crisis management, improving the lag effect of the crisis impact, and repairing the management deficiencies in order to achieve rapid and effective mitigation of all the damage caused by the crisis.
2.1.2 Crisis management is extremely important and necessary
Crisis management a determinant of improving the performance of hospital organizational management, crisis, once it occurs, will inevitably lead to disorder and systemic imbalance within the management system, which affects the management performance. The implementation of crisis management can ensure that the organizational system in a relatively stable environment, but also to enable the organization to achieve progressive management change, to promote the organization to thrive and achieve the vision. Secondly, it is necessary to improve the management level of the organization, history and reality have proved that the lack of crisis awareness, the level of management is inevitably low, our country still lacks a systematic mechanism capable of preventing, detecting and resolving crises. Crisis management embraces the organization in good times, bad times and the development process of all stages of management content, is a strong operational management ideas. It is the key to prevent the organization from aging and to make the tree of organization evergreen. The "Parkinson's" law of economics holds that organizations will decline from the day they are established, which means that the most important function of an organization's existence is to prevent itself from aging. With the development of economy, society and globalization, organizations are facing more and more threats to their survival and encountering more and more crises, therefore, it is necessary to implement and strengthen crisis management.
2.1.3 Medical risks and medical crises can be prevented
No healthcare organization is immune to crises, which can be prevented despite their sudden onset; crises can be reduced despite their uncertainty; some crises are unavoidable but can be slowed down, reduced and controlled. Crisis intensity, narrow and control the scope of the crisis; crisis will certainly cause harm and loss, but crisis management can minimize the loss; crisis certainly produce new risks, but the crisis is also an opportunity to further improve the hospital management opportunities. If half of the crisis disaster is "sea water", and the other half of the inspiration from the crisis may be the management of sublimation of the "flame".
2.2 Critical measures for crisis management
2.2.1 Set up a response organization to seek the support of the relevant departments and cooperation
Crisis units of the party and government responsible for the Party and the people and the unit responsible for the attitude of the party and the people, on the one hand, all the efforts of the organization. To resolve and reduce the losses caused by the crisis event, leaders at all levels should go into the clinical departments to do meticulous ideological work, requiring medical staff to take the interests of the patients as the priority, stick to their jobs, and make every effort to maintain the medical order; on the other hand, we should report to the relevant departments in the shortest possible time, convene the necessary on-site meetings, convey the approval and instructions of the higher leadership and the concern of the relevant departments and the community, and show the public that they will be properly dealt with. The first thing you need to do is to get your hands on a new pair of shoes or boots.
2.2.2 Grasp a few key points, and inform the process of the incident in a timely manner
Grasp the most important matters involved in the process of crisis management, such as important people, time, media, information collection and release and the final handling of the crisis, especially to avoid the possible recurrence of the crisis, and make great efforts to mitigate the crisis caused by the further damage, and effectively relieve the pressure of all parties. Relieve the pressure from all sides effectively. After the outbreak of a crisis, hospitals should pay particular attention to the "four should not". First, after grasping the basic situation, a unified voice, the establishment of the spokesman, it is not appropriate to speak who want to speak on the phenomenon; Second, we must dare to be responsible for, it is not appropriate to push the three, shift the contradiction; Third, we must respect the facts, it is not appropriate to rush to characterize the unrealistic and unrealistic comments and stance; Fourth, we must enhance the awareness of the protection of the collection of information and evidence, it is not appropriate to speculate on suspicion in the absence of evidence. Communication with the media should be timely, accurate and effective, and should not be reported before the crisis can be dealt with perfectly, so as not to cause adverse orientation. Any individual and department can not accept a separate interview without approval, so as to avoid speculation.
2.2.3 Full and effective use of resources, the rapid establishment of crisis management
Networks such as the establishment of contact with the relevant units dealing with the crisis (public security, fire safety, scientific research institutions, insurance companies, the media and sister units, etc.) to form a network of cooperation, seek support and help, timely and effective communication. Managers should allocate resources accordingly to the occurrence of the crisis, clarify the responsibilities and scope of work, and make relevant preparations. Such as crisis management required by the people, money, materials and facilities, such as the budget, the development of emergency management plans and potential risk impact of the response program.
Higher leaders and departments and the crisis management team, which has an important impact on the outcome of the crisis, should report information to them in a timely manner, so that the decision-making level can be the first to obtain information on the crisis in the shortest possible time and formulate contingency plans. Under the centralized mechanism of crisis management, the crisis management task force formulates plans and puts them into practice quickly in order to achieve the work goal of restoring normalcy to the organization as soon as possible, and the members should have the ability to calmly deal with the awkward situation of each side, and be able to set aside the clouds at critical moments. The investigation of the crisis event includes the time, place, cause and environment of the event, the current situation and development of the event, and the implementation and effect of control measures. If the incident is still developing, should investigate the cause of the deterioration of the incident, the control of the incident countermeasures and the causes and effects of the incident, including casualties, property damage, the scope of involvement and social impact. Identify the direct and indirect objects involved in the incident and the witnesses to the incident. Through meticulous investigation, to determine the nature of the incident, the type and status of the incident, the consequences and its impact, the countermeasures of the `implementation of the situation, in conjunction with the relevant departments to analyze and formulate appropriate countermeasures to quickly eliminate the impact.
2.2.4 Effective communication with all parties to prevent the risk of crisis reoccurrence
In risk and crisis management, communication is an extremely important tool, and the most important tactic of communication is to collect information and hold press conferences. Crisis event communication should be the way the whole communication, crisis communication should follow the principles of: the public interest above all; take the initiative to make the unit to become the first source of information dissemination; choose to determine the medium of information dissemination and the scope of the communication; do a good job communicating the background material, ready for emergency press releases, to leave enough room and continue to enrich the latest situation; the establishment of the press office and the release of the place, the arrangement of good information transfer The company has a press office and a place for releases to be made, and has a department and a contact number for media and public inquiries.
The important object of communication are: ① victims, ways and means include: quickly determine the person in contact with the victims; quickly determine the responsibility for the crisis commitment and commitment; quickly formulate the loss compensation program; quickly formulate the aftermath of the work program, track down the cause, deal with the responsible person, improve the work; quickly apologize to the public, comfort the victims. ② Higher authorities, after the crisis to maintain close contact with the higher authorities, for guidance and help. Factual and timely report on the situation and the development of events, so as not to conceal or distort the truth. Afterwards, we should report to the higher authorities on the incident, handling measures, solutions and preventive measures. ③ Press, such as determining the way to cooperate with the news media and keep in touch; timely notification of the investigation of the crisis event and the handling of dynamic information; determine and inform the time and place of the press conference; clarify the basic attitude towards the report, pointing out the inaccuracies of the report, to avoid antagonism; and if necessary, publicly apologize. ④ Internal staff, stabilize emotions and order is the basic principle, inform the staff of the truth of the incident and the measures taken to ensure that we work together to **** through the difficult times; collect and understand the staff's suggestions and opinions, and do a good job in the rescue and treatment of casualties and condolences and compassionate and aftercare work; formulate programs and measures to restore the negative impact and improve the image of the organization. ⑤ Other public, medical institutions should, according to the specific situation, timely inform partners, community public, social institutions, government departments of the crisis event and its handling measures, and develop a corresponding program to comprehensively eliminate the adverse effects of the crisis event.
2.2.5 Strengthen the improvement of the perfect system, do a good job after the crisis treatment
The aftermath of the work is mainly for the treatment of residual problems and lagging effects. At the end of the crisis, the need to set up a survey and evaluation team, the entire crisis management activities for the systematic investigation and evaluation, the opportunity to take advantage of the crisis, to strengthen the risk prevention and management, and to carry out a systematic "diagnosis, treatment and prevention". The first level is to summarize the crisis itself, i.e. to investigate how the problem occurred, which can be done in the form of a questionnaire, to analyze and identify the crux of the problem, and to study and propose countermeasures. The second level is to summarize the crisis management of the unit, that is, to reflect on and check the whole process of the unit's response to the crisis, to check the decisions and actions taken by the organization in response to the crisis, to find out the shortcomings of the crisis management, and to further improve the crisis management procedures and systems. The third level is, of course, to enhance the awareness of risk prevention through education and training, and to establish corresponding management systems to prevent the recurrence of mistakes. Comprehensive implementation of systematic, institutionalized, standardized, normative, scientific "five" management is to prevent disputes, resolve disputes, avoid accidents, reduce the right track of the crisis. Such as nursing management in Singapore hospitals, patients fall on the bed, giving medication errors, patients fleeing the hospital, as well as the patient's attitude towards nurses, nursing services and waiting time is too long complaints, are to be held accountable and seriously dealt with.
In short, as long as the medical risk exists, the crisis may break out at any time, risk management and crisis management is a complex and systematic project, which requires the attention and participation of all staff. Every risk resolution, every crisis handling, will have a profound impact on the enhancement of managers' emergency response capabilities, risk management and crisis management should become the focus of every hospital administrator's attention.
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