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[ Introduction ] Practicing and regulating medical behaviors in accordance with the law, improving patient satisfaction, and striving to build a harmonious doctor-patient relationship are of great significance in reducing and avoiding medical disputes and establishing a good social image of the hospital. Tongling women and children since 2016 The complaints and disputes of the health center have decreased by 80%, and they have taken many measures to improve the quality, establish the image, improve the service attitude, optimize the medical treatment process, strengthen the management of links, and implement the measures at various levels.
Action 1: Improved the service process, optimized the consultation environment, adjusted unreasonable charges, implemented zero drug price differentials, and effectively solved the problem of unsightly and expensive medical treatment.
Since 2016, the hospital has adjusted administrative rooms, increased the area of medical rooms, adjusted the distribution of outpatient clinics, expanded waiting areas, increased waiting facilities, improved service processes, improved patient comfort, and gradually optimized the consultation process. Implement the system of dean representative work. The hospital arranges the total duty on a 24-hour basis, and arranges the head of the functional department, the head of the department, and the head nurse to serve as the dean's representative in the outpatient and inpatient departments on a working day to keep abreast of the hospital's developments, resolve contradictions, and solve problems. Resolve problems, feedback to relevant departments, and implement solutions. Keep records on duty and put forward reasonable suggestions.
Action two: Strengthen hospital-level management, implement core systems, and improve medical quality.
The hospital adjusted its management structure and formed a hierarchical management network of directors, dean-in-charge, functional divisions, university departments, clinical departments, and medical technology departments, responsible for each layer; implementing the "Medical Quality Management Measures" and "Eight Medical Core Systems" 》, Continue to improve the quality of medical care, regulate medical service behavior, and ensure medical safety.
Action three: Strengthen legal education, attach importance to humanistic care, improve the management level of middle-level cadres, and improve the quality of all employees.
In April 2016, leaders and experts from the School of Medical and Political Science of Nanjing Medical University and the affiliated hospitals were invited to hold training courses on "Advanced Courses in Hospital Management" and "How to Become a Qualified Employee". Atmosphere of qualified middle managers and excellent staff. Regular training of legal knowledge and invitation to lectures by experts.
Fourth measure: improve the system, reward and punish the hospital to develop a series of systems on personnel, medical administration and other aspects.
For disputes and complaints, the department is required to initially resolve the disputes. The disputes incurred by the hospital shall be dealt with strictly in accordance with the hospital's Medical Dispute Handling Measures and discussed by the academic and technical committee of the hospital. Serious errors and irresponsibility were dealt with rigorously and promptly, which improved the sense of responsibility and risk of medical staff.
Action five: Enhancing the righteousness, establishing a new atmosphere, and striving to improve patient satisfaction.
In response to the results of the 2015 satisfaction survey and the problems found, the hospital's leadership team investigated, feedbacked, and implemented rectifications one by one. Among the 53 top three hospitals in Anhui Province, our hospital jumped from the third last place in 2015 to 2016. 11th in the year. In 2016, the obstetrics department of our province ranked first in the provincial-level hospitals in the supervision of the provincial obstetrics quality control center. In the supervision of the provincial pediatric quality control center, our hospital's pediatrics ranked second in the provincial-level hospitals.
It is true that the construction of a harmonious doctor-patient relationship is not limited to the above measures. We believe that as long as we adhere to the patient-centered, provide patients with safe, high-quality, and efficient human services, and always adhere to the concept of serving the people, we can create more harmony Doctor-patient relationship.
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Copyright: Tongling Maternal and Child Health Hospital, the third revision in 2012. Production and maintenance: Tongling Maternal and Child Health Hospital, Computer Technology Management Department

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