Create a summary of quality service wards

In today's increasingly fierce competition in the medical market, it is imperative to regard patients as the mainstay of medical services and to carry out quality services. In recent years, our neurology department has continuously summed up experience, gradually improved and implemented a series of high-quality nursing service measures, advocated active service, moving service, and humanized service, creating a warm, safe, comfortable and comfortable medical environment, and dedicated love to The patient provided the patient with a full range of quality services and achieved satisfactory results. The specific practices are now reported as follows.

1 Create an academic atmosphere, strengthen the quality, and become satisfied with the service

Through various forms such as compulsory - elective, self-study - off-campus, public expense - self-funded, please come in - go out and other methods, create a strong academic atmosphere, constantly absorb new knowledge, new information, and constantly improve the overall quality, everyone establishes " The patient-oriented, sincere care, the establishment of the "people-oriented, patient-centered" service concept, inspire their unlimited work enthusiasm, so that they never forget the "all patients, everything for the patient, for the patient" service The purpose is to think about what the patient thinks, to meet the needs of the patient, to meet the clear and implicit needs of the patient through active service, and to change from “make me do” to “I want to do” in the service process, and actively consider the patient and family. Taking the patient's difficulties as the difficulty of the service, the patient's needs as the content of the service, actively creating service conditions, and voluntarily providing various services to the patient. Impressed by the sincere service, moved the family of the patient.

2 Pay attention to details and create a quality service demonstration ward

2.1 Standardized terms and standardized etiquette make the patient feel warm

Language is an important tool for people to exchange feelings and communicate ideas. It is one of the details that the service industry needs to pay attention to. It can cure diseases and cause illness. Therefore, we require all nursing staff in the department to use the Mandarin to talk with the patient, to have hospitality for the admitted patients, to have a farewell to the discharged patients, and to have operational language in the treatment; the patient has a voice, the patient has a thank-you, and the ward is inspected. There are voices, lack of work, apologies, treatments, and voices. Patients are discharged from the hospital. The enthusiasm and thoughtful words make the patient feel warmer, arouse the patient's desire for life, awaken the patient's yearning for and pursuit of good things, and have an irreplaceable positive impact on the recovery and rehabilitation of the disease.

In addition to observing general social morality and medical ethics, the work also requires adherence to a code of conduct with its own professional characteristics: everything takes the patient as the starting point, and chooses the behavior that it should have according to the needs of the patient. Uniform dress, wear service cards, appear in front of the patient in a fresh, elegant, dignified and generous image. Combining the beauty of the appearance with the beauty of the soul, the movement is light and agile, the steps are light, and the manners and manners give people a sense of stability and sincerity. The normative, emotional, moral and artistic aspects of the language and behavior of the nursing staff bring warmth, comfort and trust to the patient.

2.2 Standardized service, standardized behavior, so that patients get warm

Standardize the service, start from small things; standardize the behavior, start from scratch. We implement the integrity service on small matters and implement them in specific details.

2.2.1 Standardization of nurse-patient communication

Active introduction, active publicity, initiative health education, proactive answering questions, active communication, implementation of hospital personalized care communication services, to achieve "standardization of nurses and patients communication."

2.2.2 Standardization of etiquette services

To meet the patient's norms, civilized language specifications, etiquette dress code, call the patient's norms, levy opinions and norms, farewell to discharge standards, implement hotel-style etiquette services, and achieve "ceremonial service regulation."

2.2.3 Warm service standardization

Provide a warm hospital environment, clean and hygienic in place; provide "six one" service, admission to the hospital; provide excellent care, service attitude in place; provide convenient patient measures, comfortable service in place; pay attention to human services, protect privacy in place; Provide demand services to facilitate patients in place; provide "four have" measures, full service in place. The implementation of the family-style warm service has achieved the "standardization of warm service."

2.3 From caring for patients to caring for family members, so that patients have the warmth of home

In order to make the relatives of the patients comfortable in the hospital and better to accompany the patients, we vacated the room in the ward and provided free accommodation, microwave ovens, sewing kits, newspapers, boiling water, etc. to the families of critically ill patients. At the same time, the nursing staff not only achieves "four hearts" for the patients, but also achieves "four noes" for the patient's family members, which extends the connotation of the nursing service, is conducive to the patient's treatment coordination and the disease's outcome and rehabilitation. An innovative and effective initiative in the Service Demonstration Zone has achieved good social benefits.

3 Caring for life, saving the wounded with superb professional skills

Neurology is a department in which critically ill patients are concentrated. Our monthly technical training activities have created a technically sound, solid business, comprehensive management of endotracheal intubation, artificial respiration, ECG monitoring, and defibrillation. The team of general nurses who wait for first-aid technology always guards life, and the success rate of rescue patients is over 95%, which has been well received by the general public.

In short, the development of quality care services is an important part of hospital management. Through the implementation of the above-mentioned quality service measures, we have achieved the effects of patient satisfaction, hospital satisfaction, and social satisfaction, and formed a learning and care team that is united, friendly, and has strong cohesiveness and centripetal force. In 2019, it was rated as “Quality Service” by the hospital. Demonstration ward", the "3.8" Women's Day in 2019 was rated as "Advanced Booth Civilization Demonstration Post" by the Xiangfan City Women's Federation, and achieved good social benefits for the hospital.