Summary of the annual work of the hospital registration office (1) Since the appointment registration work of tertiary hospitals in the city was carried out, we have summed up experience and found problems to further promote the effective development of appointment registration work. The Municipal Health Bureau held a briefing on the appointment and registration of tertiary hospitals in the city on 20xx. Director Fang X and Deputy Director X of the Municipal Health Bureau attended the meeting, and about X attended the meeting. Xx social supervisors hired by X Municipal Health Bureau also attended the meeting.
In 20xx, Director Fang X of the Municipal Health Bureau summarized the current situation of appointment registration in the whole city, and pointed out that since the implementation of appointment registration, all tertiary hospitals have paid enough attention to appointment registration, and the work has made progress, but the effect is uneven. In some hospitals, the appointment and registration work has been well received by patients and the media, but in many hospitals, the appointment and registration work is superficial and formal, and the patients' response is not good, and even they are named by the media. Therefore, we should sum up experience in time, seriously find problems and improve them in time. Especially for hospitals reflected by the media and social supervisors, we should carefully analyze the problems, come up with solutions as soon as possible, and do a good job of appointment registration, which is beneficial to both doctors and patients and meets the medical needs of the people.
According to the data reported by X Hospital, from X to X, X tertiary hospitals * * * plan to launch X registered number sources, accounting for x% of all number sources. There are x actual registration appointments, among which, according to the registration source, there are x ordinary numbers, accounting for x%, and x expert numbers, accounting for x%; According to the reservation method, the window is reserved for X times, accounting for x%, the telephone is reserved for X times, accounting for x%, and the network is reserved for X times.
The meeting asked all tertiary hospitals to further unify their thinking, raise awareness, fully understand the importance, complexity and particularity of appointment registration, solve the problems faced by appointment registration through careful planning and continuous thinking and practice, and continuously optimize and improve all aspects of outpatient service. It is necessary to study the needs of the masses and implement the work requirements: First, effectively promote the appointment registration of follow-up visits in different periods, the appointment registration of community referrals and the outpatient level, and guide patients to seek medical treatment in an orderly manner. Second, according to the needs of patients, reasonably determine the proportion of the source of the appointment number and the appointment time, and effectively divert patients. Third, it is necessary to further study the extension of the opening hours of telephone reservations, rationally equip the software and hardware environment, and improve the call satisfaction rate of telephone reservations. All hospitals should strive to practice the patient-centered service concept, strengthen empathy, take appointment registration as a key work to improve the efficiency of medical services and optimize the medical service process, earnestly take responsibility and implement it to the letter, so as to achieve practical results in this work of benefiting the people.
Summary of annual work (II) 20xx years in the hospital registration room is a busy year and a fruitful year. Under the correct leadership of hospital leaders and with the active cooperation of brother departments, all colleagues worked hard, worked hard, carried out their work in strict accordance with the detailed rules of hospital target management and the standards of the Second Hospital, closely focused on the overall situation of the hospital, and carried forward the spirit of down-to-earth and innovation, which created good benefits for the hospital and made a contribution that could not be ignored. This year's work is summarized as follows:
First, performance.
With the joint efforts of all medical staff in the registration office, the economic income of the department has increased greatly compared with last year. Among them, the pathology department completed the diagnosis x times and generated business income x yuan; B-ultrasound room completed X person-times, generating business income of X yuan; The ECG room completed X person-times, resulting in business income of X yuan; The EEG room completed x person-times, earning X yuan. B-ultrasound and ECG room completed the examination of normal patients, and also made more than X physical examinations for relevant units and individuals; The gastroscopy room and pathology room cooperated closely, and actively carried out the work of "early diagnosis and early treatment of esophageal cancer/cardiac cancer screening". More than X cases of high-risk groups were screened, and the early diagnosis rate was high, which was well received by the grassroots. We have inherited the good development momentum in 20xx, successfully completed all tasks assigned by superiors and people in 20xx, and laid a solid foundation for sustainable development in 20xx.
Second, political thought.
This year, the functional departments actively studied the spirit of the weekly meeting of the hospital, closely combined with activities such as "three good and one satisfaction", "one reform and two excellent" and "optimizing medical ethics and concentrating on education and rectification for 100 days", and vigorously promoted the spirit of caring for their posts and dedication. The staff of all departments tried to provide civilized and polite services, formulated practical service measures from different aspects of medical services, set an example, always observed hospital rules, practiced medicine honestly and took responsibility.
Third, develop new business.
In order to meet the medical needs of outpatients in obstetrics and gynecology and consider the needs of long-term development of the department, this year, the Department of Pathology has made great innovations on the basis of the original, and constantly carried out new technologies and projects in combination with the actual situation. In X month, the Pathology Department purchased a new X vaginitis detector, which played a vital role in finding out the condition of school-age women in time, carrying out treatment in time and improving their rehabilitation. From the installation of the new instrument to the normal use, the staff of the department worked hard, actively studied and overcame all kinds of difficulties, and gave full play to the functions of the new instrument. The workload increased obviously, which not only met the needs of patients, but also improved the work efficiency of the department, which became another growth point of the department.
Fourth, business learning.
Functional departments undertake the inspection tasks of all clinical departments in the hospital and play an important role in the process of disease diagnosis and treatment. According to their own characteristics, all departments insist on self-study for a long time, attend academic conferences, constantly recharge their batteries and absorb new technologies and theories. In view of the prominent contradictions such as more patients, limited equipment and insufficient personnel, the functional departments set standards, find ways, seek practical results and pay attention to benefits. By formulating reasonable personnel distribution and handover system, establishing scientific work flow, maximizing work efficiency, and striving to innovate and actively explore various ways to transform service flow, the waiting time of outpatients is effectively reduced, the operation turnover is accelerated, and the limited medical resources can meet more patients.
Verb (abbreviation of verb) quality management
In order to improve the quality of diagnosis and treatment, prevent mistakes and accidents, the staff of functional departments fully coordinate and cooperate, earnestly implement the post responsibility system, strictly implement the operating rules and regulations of each department, closely combine patients with clinic, explain in detail the precautions before examination, carefully review whether the application form meets the specifications, master contraindications, fill in and send reports in time according to the specifications, regularly check the medical record information, find existing problems in time, correct them in time, and fully provide convenient medical services for patients and actively cooperate with clinical diagnosis and treatment.
Sixth, the existing shortcomings.
While reviewing our work and affirming our achievements, we also clearly see the shortcomings and problems in our work. In particular, there is still a certain gap between talent construction and technology development, and the service level needs to be further improved. Specific performance in the following aspects:
1, individual departments have a weak sense of labor discipline, individual comrades' post responsibilities are unstable, they lack the awareness of doing things according to rules and regulations, they are more casual, sometimes their work attitude is lazy, and sometimes their study spirit is not hard enough.
2. A few comrades lack the sense of competition and enterprising spirit, lack the sense of crisis, are satisfied with doing their daily work well, have no long-term and short-term plans for departmental development and professional construction, are satisfied with the achievements made so far, and lack the motivation for innovation.
3. The professional quality of professional and technical personnel needs to be further improved.
4. Some old medical equipment needs to be updated and supplemented.
Seven. 20xx work plan
1. Further improve the management system, organize comrades to study the contents of the weekly meeting documents of the Institute on a regular basis, find out their own gaps against the comrades commended in the comprehensive information bulletin, make efforts to forge ahead, and form a good learning atmosphere in the department.
2. Strengthen the education of medical ethics and professional ethics, firmly establish the idea of serving the people wholeheartedly, strengthen professional discipline, charge fees strictly according to regulations, the price is transparent, and never collect fees arbitrarily, resolutely put an end to and reject all forms of "red envelopes" and "kickbacks", ensure the quality of work, and do not make false diagnosis or open false certificates.
3. Strengthen the sense of discipline, enhance the comrades' consciousness of observing discipline, strictly implement the leave system, and resolutely abandon the arbitrariness of discipline in the implementation process.
4. Set up a suggestion book to collect the problems reflected by patients. The problems reflected in the opinion book should be registered, and the opinions and suggestions of patients should be handled in time and answered in time.
In the new year, we are determined to take the development of the hospital as the driving force, further improve the quality of medical care, strive to make the layout, technology and efficiency of departments develop in harmony, and make greater contributions to the people's health and economic development in our county.
Summary of the annual work of the hospital registration room (1) Over the past year, under the correct leadership and enthusiastic concern of the hospital team and the leaders of the registration room, and with the active cooperation and strong support of comrades in other departments, all the staff in the inpatient charging room closely focused on the central work of the hospital and the work arrangement at the beginning of the year, aiming at the satisfaction of patients and their families, focusing on improving economic efficiency, emancipating the mind, keeping pace with the times, earnestly fulfilling the charging function, and vigorously promoting the standardized operation of the charging work. Actively carry out internal management to further improve the service satisfaction of the inpatient charge office. All the work was carried out smoothly and all the tasks assigned by our hospital were successfully completed. The work of this year is summarized as follows:
First, change the service concept and improve the service level.
According to the characteristics of the service window of the hospital registration office, we should change the concept that we can complete the work only once, actively organize personnel to learn advanced service methods and good service attitudes in the same industry, carry out in-depth discussion activities, find out the existing problems through continuous study and discussion, improve the ideological understanding of department personnel, strengthen professional responsibility, firmly establish the service concept of "patient-centered" and advocate love and dedication. The spirit of selfless dedication, smiling service and civilized language, especially when there are many noisy people and long queues, should also ensure quality service and avoid some disputes and complaints from patients, so as to improve the service satisfaction of the inpatient charge office and help the harmonious development of the doctor-patient relationship.
In addition, in order to make it convenient for patients to register for payment, in addition to the existing duty window, our toll office overcame the very tense difficulties and opened another window, which was opened 10 minutes in advance, and other windows were still opened strictly according to the specified time to ensure that patients could register in time. In addition, a special supervision team has been set up to check the service window from time to time. Once the service attitude is found to be bad or the window is not opened on time, corresponding punishment will be imposed.
Two, actively cooperate with the department to promote the orderly development of various affairs.
1, actively cooperate with the development of single charge in hospital departments to jointly improve the management level of the hospital. Starting from this year, our hospital began to implement the single disease charge reform project, which is an important measure to promote the reform of medical service pricing mechanism. Our toll department actively cooperates with the work of hospital departments, lists the charging items of single diseases in detail, and "packages" the whole treatment process, including medication, disposal, surgery, hospitalization days and so on. , and determined a unified charging standard to make the treatment process transparent and transparent.
2. Go all out and install the new system quickly. This year, the hospital needs to replace the new information system. Our toll office actively cooperates with the replacement system. All the staff sacrificed part of their spare time, worked overtime and went all out, and finally installed a new information system smoothly and quickly, further improved the appointment registration platform and promoted the informatization construction of our hospital.
Third, forge ahead and improve the internal management level.
We always regard improving the internal management level as the golden key to improve the efficiency and cohesion of personnel work. We take the toll booth as the starting point, think from the big picture, start from the small things, and persistently grasp the internal management all the year round.
First, organize regular departmental meetings to convey the contents of weekly hospital meetings, analyze possible problems and difficulties in current work in combination with the situation of undergraduate course room, and adjust and improve working methods and contents in a targeted manner to ensure the smooth and timely completion of all work.
Second, at the end of each month, responsible for collecting the expenses of patients with arrears, compiling the monthly arrears report and explanation, analyzing the reasons and reporting to the hospital finance.
The third is to check, sort out, bind and save all kinds of medical insurance approval forms, hospitalization expenses and fee reduction forms at the end of each month.
The fourth is to practise economy and strictly control office expenses.
1. Because our toll station prints a lot every day, so does the amount of printing consumables. Therefore, printing materials should follow the principle of saving, reduce unnecessary printing, print on both sides as much as possible, and recycle as much as possible to improve their use value and avoid unnecessary waste.
Let people get into the habit of turning off lights, computers and air conditioners.
3. Vigorously promote paperless office.
Fourth, strengthen business study and improve the quality of staff.
Adhere to people-oriented, closely link with reality, change work style, and strive to improve the professional and technical ability, professional ethics and rigorous and meticulous work style of window staff. Patients come to the hospital for registration and consultation first, which requires window staff not only to have a certain financial foundation and a fairly familiar business level, but also to learn relevant medical knowledge and so on, and constantly improve their own quality. Only through continuous learning can they do a good job of charging. The charge office of our hospital actively organizes employees to learn the rules and regulations of the hospital, the basic knowledge of medical care, the confirmation of drugs and prices, and provides efficient and timely registration and charging services and settlement services for confirmed patients.
First, we will further promote charging according to procedures, handle affairs according to law, standardize charging management, strengthen charging supervision, promote linkage and coordination between the upper and lower levels, and comprehensively improve handling capacity, management level and cadre quality. The second is to strengthen study and exchange, and learn political theory, laws and regulations, and professional knowledge. , organize employees to carry out business training and learning exchanges, and further improve the comprehensive quality and management ability of window staff.
Fifth, the system construction has achieved remarkable results and the safety of funds has been effectively guaranteed.
Existing problems and future work plans and measures:
We have made some achievements in our work, but there are still some problems that need to be further solved:
(1) The number of personnel is not enough to meet the needs of daily work. Due to the increasing business volume of our toll office, there is still a serious shortage of personnel, which seriously restricts the management of the toll office.
(2) The overall quality of toll collectors needs to be improved.
(3) The learning atmosphere is still not strong enough.
In the following work, based on the original work and aiming at the existing problems, the charge office after hospitalization has formulated the following work plan:
First, further strengthen learning and improve the level and quality of fees. Organize employees to continue their study and further study, enhance their understanding of the information such as the name, classification, price and capacity of existing drugs, and improve the charging efficiency on the premise of ensuring the accuracy of charging. Encourage employees to actively participate in training exams, continuously improve the overall quality and service quality of the team, and reduce the increasing pressure of charging. At the same time, strengthen cultural construction, extensively carry out collective activities, and enhance the cohesion of all personnel to unite in business.
The second is to further improve the smiling service and establish a good window image of the hospital. Dress neatly when going to work, wear work cards, pay attention to the personal image of toll booth staff, firmly establish the service concept of "all for patients", patiently answer patients' questions and doubts, strengthen exchanges and communication with patients, avoid bickering with patients or their families, avoid unnecessary contradictions and disputes, and serve with smiles and love according to the high standards of civilized service, improve the service reception mechanism, and further improve the discipline-abiding level of window staff.
Three, actively carry out the "party member demonstration window" activities to show the good image of the hospital. Organizing party member employees to set up the corresponding "party member Demonstration Window" at the toll collection office, registration office and ticket gate, set up a typical service model, give full play to party member's vanguard and exemplary role, and lead other employees to improve their service level, which is conducive to establishing a good image of window service and further improving the satisfaction and comfort of the masses.
Four, further strengthen the contact with western pharmacies and Chinese pharmacies, and form the integration of payment and medication. After charging, you just take the medicine. By strengthening the contact between the toll collection office and western pharmacies and Chinese pharmacies, we can dynamically understand the changes of drug information such as drug inventory and price changes of some drugs in pharmacies, further improve the efficiency of workflow, and strive to improve the integrated service for patients.
5. Continue to cooperate with other daily work. Continue to do a good job in the new rural cooperative medical system. Continue to improve the bill management and supervision mechanism. Continue to fully cooperate with other tasks assigned by the hospital.
I believe that under the correct leadership of hospital leaders, the registration office will cooperate with all departments to establish a good window image of the hospital and improve the overall service quality and level of the hospital along the line of scientific development while maintaining a high-quality and enthusiastic service attitude. I believe that in the new year, the work of the hospital will be carried out better.