1, upgrading the outpatient information system, the waiting dynamics of each department with an electronic screen instantly announced, and through the hospital website on the Internet.
Remedial measures: hospital leaders attach great importance to the construction of information systems, convened several meetings of the Information Technology Department and other relevant departments to discuss and repeatedly demonstrated that the development of the "outpatient queuing system program", is currently in the process of negotiating with the company on the design of the software and hardware and other aspects of the work, is scheduled to bidding for procurement in the near future. At the same time, in the outpatient building bulletin board set up LED electronic display screen, timely announcement of double holidays and holidays of the department of physicians sitting dynamic, convenient for patients.
2, strengthen the guidance of patients and their families to use the reservation machine, payment, reduce the exclusion time.
Remedial measures: The hospital has installed a self-service terminal in the lobby of Fujian Province 12320 unified reservation platform, and actively guide patients to make reservations through the self-service terminal in the lobby. In our hospital access to the Fujian Province 12320 unified reservation platform information system has not been perfected, our hospital social services department has opened the hospital government affairs extranet access to the Fujian Province 12320 unified reservation platform to make an appointment, and at the same time the use of existing conditions to actively guide the patient through the booking of clinic. Social Service Department also use the existing conditions to actively guide patients through the appointment, the patient issued 12320 appointment publicity cards and materials. Appointment leaflets are pasted in each clinic, and LED scrolling information is used to guide patients to make appointments. In order to meet the increasing demand for appointments, the Department of Social Services uses on-site appointments and the consultation hotline 3670120 to make appointments by phone to meet the needs of patients. In addition, the Hospital Department has also set up signs and guidance boards in the outpatient halls, all venues in the hospital and on the website, and has stepped up publicity.
3. Flexible scheduling is implemented in the outpatient clinic according to the peaks and valleys of patients, and medicines are taken in a sequential queue.
Remedial measures: the implementation of flexible scheduling and staggered scheduling, in Monday and the peak hours of patients to ensure that all windows open. At the same time, the service window department heads take turns to outpatient inspection every day, timely detection of problems to be resolved in a timely manner, if necessary, should also be deployed to the outpatient clinic, to strengthen the window power, to avoid the phenomenon of long queues of patients.
4, ultrasound, CT, obstetrics and other long queuing time, hope to improve.
Rectification measures: class time to ensure that the existing ultrasound and other equipment all open, obstetrics and gynecology clinics in place to meet the needs of patients. At the same time, in order to better serve patients and meet the needs of patients' ultrasound examination, the department will also reasonably arrange personnel to work overtime in the evening according to patients' appointments. And under the premise of ensuring the quality of the examination, each color ultrasound machine to implement rationing, each staff member of the department is committed to ensuring the completion of the day's quantitative indicators even if the delayed shift.
5, it is recommended to use the form of electronic call to see the doctor to reduce queuing chaos, help protect the privacy of patients and improve the efficiency of seeing the doctor.
Remedial measures: "outpatient queuing system program" has been determined, and is currently negotiating with the company on software design and hardware. Initially scheduled for the near future bidding procurement, then will completely improve the order of the clinic, and effectively protect the privacy of patients.
6, more patients, it is recommended to increase the nurse guide.
Rectification measures: this year, the nursing department has been in accordance with the actual situation of the hospital's planned recruitment of nursing staff, and will be newly recruited nurses arranged to guide the post rotation. The Social Service Department will also rationalize the arrangement of nurse guides according to the peak situation of patient visits, in order to alleviate the tense situation of guides during the peak period. In the future, we will still increase the training of outpatient guidance staff and volunteers, and appropriately increase the number of guidance staff and volunteers to carry out guidance services, so as to facilitate the patient's access to health care.
(ii), the service environment:
7, lunch break time to suspend the renovation of construction, the night to provide hot water bath.
Remedial measures: To further improve the people's medical environment, in the past two years, our hospital vigorously implement the construction of people's projects, for the people to do good things, do practical things, completed, including outpatient clinic halls, oral treatment centers, gastroenterology, emergency departments and other renovation projects for the people to do practical things for the people, including the project 13, to further improve the hospital's hardware and facilities and level of service. This year, the hospital continued to increase funding for several departments, including obstetrics, rehabilitation, geriatrics, and the hospital environment, bulletin boards for renovation, in order to continue to improve the patient's access to medical care and hospitalization conditions, to better serve the people. In order to ensure that the construction and remodeling process to achieve both quality and efficiency without affecting the rest of the patients, the General Affairs Department has strengthened the supervision of the construction team, will be postponed to two o'clock in the afternoon after the construction time to ensure that the construction is not during the lunch break.
On the issue of hot water supply during the hospitalization of patients, the hospital attaches great importance to the Ministry, has been the installation of solar water heating project, the project is expected to be completed on November 8, the completion of the project will meet the hot water supply needs of patients.
8, continue to improve the waiting environment, some waiting staff more departments (such as ultrasound room) should be set up a special waiting room (hall), and have better lighting ventilation.
Rectification measures: the hospital has begun to carry out the relocation of the central oxygen room, after the relocation of the proposed three-story outpatient clinic in the original site of the oxygen center annex building, marquee construction has been incorporated into the outpatient clinic annex building construction planning.
9, it is recommended that the outpatient clinic, the medicine office to install air conditioning, or installation of centralized air conditioning, to improve the environment for patients and staff.
Rectification measures: the hospital will be combined with the construction of outpatient halls and annexes to the overall planning to solve.
10, to further strengthen the hospital within the public **** place health area cleaning and cleaning, improve the bathroom environment, leveling washroom floor tiles, additional drainage facilities.
Remedial measures: the General Affairs Section has strengthened the public **** area, bathroom cleaning management and supervision, the transformation and improvement of bathroom facilities are also planned to gradually improve. Quarterly health flow red flag evaluation activities, to create a clean medical environment for patients.
11, ward additional television sets, open digital television.
Rectification measures: In order to enrich the patients' medical life, and effectively meet the needs of hospitalized patients to watch cable TV programs, the hospital attaches great importance to the hospital has instructed the hospital office to actively contact with the Broadcasting Bureau of Yong'an City, consulting on matters related to the opening of digital TV. After statistics, the hospital wards *** need to open 208 digital TV, has completed the installation and opening work.
12, updated equipment and facilities.
Rectification measures: this year, our hospital has been on lithotripter, bedside X-ray machine, digital gastrointestinal machine and other large-scale equipment has been updated, while adding new including surgical power system, high and medium grade ventilator, blood dialysis machine, automatic cleaning and disinfecting machine and pediatric multifunctional ventilator and so on a number of large-scale equipment, new guardianship, fetal heart monitor, ECG workstations, infant warming box and many other small equipment. In the future, our hospital will still increase the capital investment in equipment and facilities to better meet the health needs of the majority of patients.
13, the East Hospital wards relocated so as not to affect the rest due to the proximity of the railroad tracks.
Rectification measures: the relocation of the East Hospital ward involves a wide range of government and other aspects of the need for support, so the current temporary solution.
14, additional food processing points and clothes drying points.
Remedial measures: The hospital plans to set up food processing points in the cafeteria to meet the needs of patients. General Affairs Section has now set up additional clothes drying point for feasibility studies, initially determined in the outpatient clinic building east of the retreat, the ward building west balcony and the comprehensive building of the ward balcony to set up clothes drying point.
15, the ward to add hanging boards, hanging cabinets.
Rectification measures: at present, our new wards have all installed hanging boards, hanging cabinets, the old wards will be unified in the renovation of the installation.
16, improve the bathroom environment in general wards, general wards with additional TV sets.
Rectification measures: At present, our hospital is limited by the conditions, temporarily unable to improve the existing old wards without matching bathroom status quo. Our hospital is also doing everything possible to rationalize the allocation of existing resources, rational allocation of departmental rooms, maximum planning for the existing premises, as far as possible under the conditions of the general ward renovation, will then be unified to complete the construction of supporting facilities. This year, the completion of the rehabilitation section of the ward bathroom remodeling, in the ward with an additional 208 television sets.
17, outpatient halls and wards have smoking phenomenon, hope to improve.
Remedial measures: to strengthen the publicity of smoking is harmful to health, requiring each medical worker to start from themselves, consciously abide by the rules and regulations of the hospital, do not smoke in the public **** place. At the same time to strengthen the hospital inspections, arrangements for guidance staff, security, volunteers in the outpatient clinic and the various wards to carry out smoking cessation publicity and persuasion activities, to keep the hospital environment clean, to maintain the hospital's good medical environment.
(C), the quality of service:
18, improve the efficiency of medical staff, improve service attitude.
Remedial measures: strengthen the outpatient information disclosure, actively guide patients to carry out appointments, increase the flexibility of holiday scheduling, optimize the service process, do a good job of doctor-patient communication, strengthen the hygiene and health knowledge propaganda, increase the mutual trust between doctors and patients, and effectively improve the work efficiency. At the same time, we have increased the medical ethics education and assessment of medical staff, and continued to carry out the "Three Good and One Satisfactory" activities, quality nursing service activities and "Three Changes, Two Pushes and One Review" activities to continuously improve the quality of medical services. We will increase the education, training and assessment of medical and nursing staff, increase the education and supervision of medical staff on standardized and civilized services, and carry out supervision and inspection on a regular basis, so as to find out the problems and rectify them in time. The hospital department will also strictly implement the relevant regulations, strict rewards and punishments. Good medical ethics and medical style of medical staff to give timely praise, the poor service attitude of medical staff to criticize, the impact of bad hospitals in accordance with the relevant provisions of the treatment. There is indeed a lack of service, causing patients to complain about the individual to be dealt with seriously.
19, detailed charges, hospitalization list sometimes can not get.
Remedial measures: At present, the hospitalization charge list is issued to implement a dual-track system, the implementation of quality care departments by the charge clerk directly to the list of patients' bedside cabinets; the rest of the departments are sent by the charge clerk to the ward nurses station, and then by the nurses sent to the bedside cabinets. The fact that patients sometimes could not get the lists might be due to problems in the delivery process by the nurses. In this regard, the hospital department has asked the finance department to ensure that the quality of care unit patient day list sent in place at the same time, should also strengthen the ward nurses to distribute hospitalization list of supervision, to strengthen the nurses' sense of responsibility, in order to ensure that all hospitalization lists can be sent in a timely and safe.
20, see a doctor is too expensive, suggest that doctors try to prescribe medicines of medical insurance.
Remedial measures: Strictly implement the national regulations of the diagnosis and treatment program fees, strictly control the growth of medical costs. Strengthen supervision, continue to carry out in-depth special governance activities in the field of medicine purchase and sale, continue to grasp the implementation of the prescription review system, the implementation of clinical path management, the implementation of the hospital medical quality control management system, strict rewards and penalties. Improve the code of ethics for medical personnel, seriously organize the majority of staff to study the "Code of Conduct for Medical Institutions Practitioners", combined with the development of medical and health care professional spirit of the discussion, the hospital management year, the quality of medical care Miles, corrective management, excellence and "three good and one satisfaction" and other activities, educate and guide the majority of medical workers to take the initiative in accordance with the "norms". The hospital has educated and guided the majority of medical workers to take the initiative to follow the requirements of the Code, emphasize on doctor-patient communication, achieve reasonable examination, reasonable treatment, reasonable medication, reduce the burden of patients, and provide high-quality services for the majority of patients with full enthusiasm. As of the end of October, our hospital staff medical insurance outpatient average cost of 105 yuan, hospitalization average cost of 8137 yuan, drugs accounted for 40.37% of the proportion of the hospital's business income, low cost control indicators of the Sanming municipal government.
21, strengthen the construction of Yandong Health Service Center, and effectively improve the level of service.
Rectification measures: To strengthen the construction of Yandong Community Health Service Center, one is to invest more than 1.3 million yuan to improve the center's medical environment and diagnostic and treatment environment, expand the center's outpatient clinic business rooms, new desks and cabinets. The second is to strengthen the center's information technology construction, upgrading the information system, update computers, printers and exchangers and other hardware equipment to ensure that the center's residents' health records to achieve electronic management. Thirdly, two new nurses have been added to enhance the technical strength of the Women's Health Room and the Vaccination Room. Fourth, the importance of personnel training, has sent a number of people to participate in the provincial and municipal training courses organized by various types of training, and constantly improve the business capacity and level of medical personnel.
22, I hope that the hospital can carry out attending physicians to the hospitalized object 1 month after the recovery of telephone or door-to-door follow-up service.
Corrective measures: The hospital used the distribution of questionnaires, held a public forum, the wind supervisors forum, patients and family members of the work break forum, telephone follow-up visits and other ways to widely solicit views, suggestions, and constantly improve the quality of service, enhance the level of service. The outstanding problems involving the interests of the public and reflected in the timely implementation of rectification, and effectively do good and practical things for the public. Currently in the implementation of quality nursing demonstration wards in 12 clinical departments, by the nurse in charge of the follow-up of discharged patients, but by the limitations of the conditions, it is temporarily unable to do for each discharged patient 100% telephone call back in the future in the conditions, the hospital will strive to expand the rate of call back to better serve the patients.
(D), appointment treatment:
23, shorten the appointment time.
Remedial measures: In our hospital access to Fujian Province 12320 unified appointment platform information system has not yet been perfected, our hospital has opened the hospital government extranet access to Fujian Province 12320 unified appointment platform for booking, while using the existing conditions to actively guide the patient to book appointments for medical treatment through the extranet of our hospital. In order to meet the increasing demand for appointments, the Department of Social Services has adopted on-site appointments and consulting hotline 3670120 telephone appointments for patients, while actively guiding patients to make appointments through the Fujian Province 12320 unified appointment platform for telephone, network and hall terminal self-service appointments.