Three good one satisfaction work summary

Three good one satisfaction work summary

According to the requirements of the Ministry of Health, the province, the city, the Pudong New Area Health Bureau, and the Health Association's "Implementation Opinions on the Implementation of the "Three Good and One Satisfaction" Activities, combined with the actual work of our institute, the research and development and implementation of the "Three Good and One Satisfaction" activities implementation plan". Organized the mobilization meeting of the "three good and one satisfied" activities of the staff of the whole hospital. The specific development of the activities is summarized as follows:

I. Work development

Strengthen medical ethics education, vigorously promote noble medical ethics, serious industry discipline, and strive to achieve "medical virtues"

1. The medical ethics is the first, and good medical ethics is the prerequisite for improving and improving the harmonious relationship between doctors and patients. Our hospital pays attention to theoretical indoctrination and cultivates a good sense of medical ethics. Strengthening study and education through lectures, regular meetings, etc., and cultivating noble professional ethics and improving business level in the same position, winning high trust from patients and society, and continuously improving the construction of medical ethics.

2. The hospital sets up complaint telephones, complaint boxes and petitions offices, and makes full use of public reports to supervise. In the third quarter, no case of a medical staff receiving red packets, kickbacks, etc., which harmed the interests of the people and damaged the image of the hospital. In the third quarter, the Chinese medicine department received one banner and the gynecology received two letters of commendation.

3. Vigorously promote the work standards of “reasonable use of drugs, reasonable inspection, reasonable treatment, and reasonable fees”, strengthen training and education, strictly conduct assessments, change the concept of medical services, and establish a service with good service, good quality, good medical ethics, and public satisfaction. The performance appraisal system, the inspection team goes to the department and ward every month to conduct inspections and visits. At the end of the month, the inspection results will be summarized, and the monthly analysis meeting will be notified, and the performance appraisal method will be used for reward and punishment.

4. Implement the policy of benefiting the people and reduce the use of poverty for the poor. We will start the “Large Experts Union's Consultation Activities” to enjoy the reduction and exemption of certain medical expenses for patients with low-income households and special-poor households who are seeking medical treatment and hospitalization in our hospital. Such as the reduction of expert consultation fees, leucorrhea routine, urine routine, blood sugar, chest and other testing costs, free decocting, the third quarter of our hospital for the patient to reduce the free use of about 28,000 yuan.

Improve service attitude, optimize service process, continuously improve service level, and strive to achieve "good service" "Good service" is the embodiment of the purpose and style of medical and health work. Medical services must adhere to the people-oriented principle, firmly establish the concept of "patient first, quality first, service first", effectively enhance service awareness, improve service attitude, improve service model, optimize service process, improve service level, and strive for patients. Provide quality and warm service throughout.

1. Actively carry out quality nursing service projects. In this quarter, our hospital held two high-quality nursing activities work sessions, and carried out a ward and a gynecological ward as a pilot, prompting nurses to change the service concept, from passive care to active care, so that nurses went into the ward, from nail cutting, shampooing, Basic care such as foot washing began to enter the patient, actively understand the patient's needs, and change the relationship between nurses and patients. The head nurses of the ward grouped the nursing work and established the team leader responsibility system.

2, requires the majority of medical staff to improve the quality of service, treat each patient with care, patience and sincerity. Our hospital has long-term services such as weekends and holidays, telephone reservations, etc., providing convenient and high-quality services for the people and patients. Actively advocate the service of civilized language, resolutely put an end to the service ban, and put an end to the phenomenon of birth, cold, hard, top and push. Practically enhance the awareness of humanistic care and vigorously advocate humanized services.

3. Optimize the service process to facilitate people to see a doctor. Focus on hospital registration, fees, pharmacies, outpatient clinics, etc., starting with the development of a business process that facilitates people's medical treatment and work systems that meet the needs of patients, and adopt comprehensive measures to further optimize service processes, improve service facilities, and beautify the service environment. It is convenient for patients to seek medical treatment and shorten patient waiting time.

4. It is the implementation of open and transparent services to ensure that people have the right to know about medical treatment. Strengthen the hospital information construction, through

Through a variety of channels and channels to provide medical services such as the layout of medical institutions, department features, expert information and time of outpatient visits, medical procedures, etc., to facilitate people to choose medical treatment. Regularly disclose information on medical expenses to the public, and strive to increase the transparency of the publicity of fees, so that people can see the doctors and understand the consumption.

Strengthen quality management, standardize diagnosis and treatment behavior, continuously improve medical quality, and strive to achieve "good quality" Medical quality and safety are the core and soul of medical services. The “three good and one satisfied” activity put forward “good quality”, which is the continuation and promotion of activities such as hospital management year and medical quality Wanlixing. The content is richer and the form is constantly innovating.

First, earnestly implement the implementation of various medical quality and safety systems, and enhance the awareness of medical quality and safety responsibility. Our hospital always takes medical quality as the core, strengthens the internal management of hospitals and the quality management of basic medical care, and pays close attention to 13 core systems, strengthens the training of clinical specialties and the training of medical staff on “three basics and three strictes”. In order to promote the further improvement of medical care quality, ensure medical safety, and improve the professional quality of medical staff, our school conducts study every Wednesday, and organizes medical lectures every two weeks. It is mainly to exchange the latest clinical knowledge, experience in medical practice, diagnosis and treatment of common diseases, new technologies and new therapies, so as to improve the proficiency and accuracy of technical operations of medical staff.

The second is to fully launch the “patient safety goal” action. All departments of the hospital strictly implement the core system of medical quality and medical safety, such as the first diagnosis, the third-level physicians' rounds of ward rounds, and the discussion of difficult cases. Strictly implement the "Basic Standards for Medical Record Writing" and "Surgical Safety Checking System" to standardize the writing of medical records and the safety check of surgery. And grading management work, focus on real-time monitoring of medical records, guarantee medical quality and medical safety; establish a smooth and efficient emergency "green channel", strictly implement the "first treatment, post-fee" regulations, improve the emergency of critically ill patients rate. Randomly check the prescriptions and doctor's orders in hospitals to solve the problem of antimicrobial abuse.

The third is to conduct monthly medical quality monthly assessment council. Comment on the problems in the quality of medical care. Established assessment standards, rewards and punishment standards for prescriptions, medical quality, rational use of drugs, and reasonable inspections.

The fourth is to actively explore the development of clinical pathways, so that the clinical pathway work smoothly and gradually, in order to strengthen the more standardized inspection and rational use of drugs.

Fifth, our hospital strictly implements the grading management system for antimicrobial drugs, classifies antibacterial drugs, and clarifies the permission to use antibacterial drugs for physicians at all levels. Conduct a survey on the basic situation of clinical application of antibacterial drugs.

In-depth evaluation of the style of work, proactively accept social supervision, and strive to achieve "popular satisfaction" "People's satisfaction" is our ultimate goal, but also the original intention and purpose of our "three good and one satisfaction" activities.

First, earnestly do patient satisfaction surveys and win patient satisfaction. Through telephone interviews of discharged patients, on-site investigations of inpatients and outpatients, pay attention to patient feelings and listen to patients' opinions; actively implement rectifications on their opinions or suggestions, effectively promote medical quality and service level, and win patient satisfaction. . The survey results were used as a reference for the performance appraisal of medical staff, and efforts were made to achieve a patient satisfaction rate of 100%.

The second is to comprehensively carry out democratic appraisal and make the society satisfied. Democratic appraisal is an important measure that relies on the orderly supervision of the people, solves the outstanding problems reflected by the people, and wins the trust of the people with practical results. Through solid work, win the satisfaction and recognition of the people and win the understanding and support of the society.

Second, the effectiveness

Through the “Three Good and One Satisfaction” activities, the medical ethics of our hospital has been significantly improved, the quality of medical care has been steadily improved, the service level has been continuously improved, and the satisfaction rate of the people has been rising. Its main performance is as follows:

First, the awareness of the staff and the concept of the people have been continuously strengthened. It has enhanced the work objectives of “serving the people wholeheartedly” and “taking patients as the center”, correcting problems such as weak public perception, disregard of the interests of the people, disregarding the suffering of the people, and blunt service attitudes, establishing the concept of the people and promoting the relationship between doctors and patients. harmonious. Second, the awareness of services and the convenience of the people have been continuously strengthened. Service awareness, service attitude, service style change, service process simplification, and facilitation of service measures have established a harmonious relationship between doctors and patients. Seriously perform surgery, anesthesia,

Special inspection and special treatment notification obligations, informed consent, timely, in place, improve patient satisfaction. The implementation of the post-diagnosis follow-up system has established a good image of hospital services. The third is to establish a sense of quality and safety. From the sound medical quality management and control system, the investigation and rectification of disputes, the emergency protection system, etc., to ensure medical quality and medical safety, and to prevent medical accidents caused by responsibility issues. Fourth, the awareness of integrity and the awareness of the image of the industry continue to strengthen. Ming and right, knowing honor and disgrace, obeying the law, keeping promises, consciously resisting commercial bribery, serious industry discipline, carrying forward noble medical ethics, and establishing a new style of industry.

Third, the existing problems

The “Three Good and One Satisfaction” activities have significantly improved the medical ethics of our hospital, the quality of medical care has been steadily improved, the service level has been continuously improved, and the satisfaction rate of the people has been rising. However, we also clearly see the problems behind the achievements:

First, the overall number of medical new technologies is not large; second, the phenomenon of irrational drug use still exists occasionally; third, the use rate of antibiotics is high; fourth, the talent thickness is not enough, and further introduction of middle and senior talents is needed.

Fourth, the next step is to work

In order to truly make "three good and one satisfaction" come true and achieve practical results, the next step, we must focus on the existing problems and do the following work:

The first is to raise awareness and strengthen leadership. Strictly follow the requirements of the “Three Good and One Satisfaction” activities of the Ministry of Health and the programs formulated by the hospital, effectively strengthen the organization and leadership of the activities, and do a good job of implementing the responsibility.

The second is to strengthen the education of employee service concepts, establish advanced models, and vigorously promote the typical.

The third is to strengthen the connotation of activities, carefully check and check, and actively carry out rectification. Activities should be combined with the work of creating superior competition, democratically evaluating political style and deepening medical and health reform.

The fourth is the form of innovative activities, actively summing up and establishing a long-term mechanism for relevant systems, and truly achieving good results.

Three good one satisfaction work summary

In accordance with the requirements of the County Health Bureau's "Implementation Opinions on the Implementation of "Three Good and One Satisfaction" Activities, and in accordance with the actual work of our institute, the Institute has formulated and formulated the "Three Good and One Satisfied" Activities Implementation Plan. Organized the mobilization meeting of the "three good and one satisfied" activities of the staff of the whole hospital. The specific development of the activities is summarized as follows:

First, strengthen medical ethics education, vigorously promote noble medical ethics, serious industry discipline, and strive to achieve "medical virtues"

1. The doctor's morality is the first, and good medical ethics is the premise of harmonious relationship. Our hospital pays attention to theoretical indoctrination and cultivates a good sense of medical ethics. The medical ethics of medical staff is not formed spontaneously, but is formed by external education infusion and subjective cultivation of individuals in life practice under certain social and material living conditions. It is a long-term and arduous process. In combination with the actual situation, our school uses various forms to strengthen learning and education, and puts the cultivation of noble professional ethics and business level in the same position, wins the trust of patients and society, and continuously improves the construction of medical ethics.

2. Our hospital insisted on practicing clean and honest medicine, setting up complaint telephones, making full use of public reports and other forms of supervision. No cases of medical personnel receiving red envelopes, kickbacks, etc., which harmed the interests of the people and damaged the image of the hospital. In the first half of the year, the nurses in our hospital picked up the patient's wallet, which contained ID cards, bank cards, and cash. The nurses contacted the owner according to the clues in the wallet and returned them. The owner was very moved and thanked the hospital personally. The surgeon has repeatedly returned the red envelopes sent by the patients, which has been well received by the patients, thus promoting the formation of a good atmosphere in our hospital. The wind and the air are now the main theme of the work.

The satisfaction level of the main content is the performance appraisal system. The inspection team goes to the department and the ward every month to conduct inspections and visits. At the end of the month, the inspection results are summarized and fed back to the department to improve the quality of service, so that patients can spend less and look at the disease. So that the people really feel the benefits brought by the new medical reform. A suggestion box was set up on the first floor of the outpatient building to solve the patient's difficulties in time.

4. Implement the policy of benefiting the people and reduce the use of poverty for the poor. Some patients who have received a poverty certificate or a disability military certificate issued by the relevant departments of the Civil Affairs Bureau and other departments in the hospital can enjoy part of the fee reduction. The hospital is equipped with an ambulance to transport patients free of charge. The annual expenditure for this item alone amounts to over 10,000 yuan.

Second, improve service attitudes, optimize service processes, continuously improve service levels, and strive to achieve "good service"

"Good service" is the embodiment of the purpose and style of medical and health work. Medical services must adhere to the people-oriented principle, firmly establish the concept of "patient first, quality first, service first", effectively enhance service awareness, improve service attitude, improve service model, optimize service process, improve service level, and strive for patients. Provide quality and warm service throughout.

1. Development of quality nursing service projects

Our hospital actively carries out quality nursing work and has won wide acclaim from patients and society. Since the launch of the activity, our hospital has held a nursing mobilization meeting three times, prompting nurses to change the service concept, from passive nursing to active nursing, so that nurses can enter the ward and start to enter the patient from basic nursing such as nail cutting, shampooing and foot washing. To actively understand the needs of patients, we can truly change the relationship between nurses and patients. The nurses evaluate critically ill patients and primary care patients, develop nursing measures, and go deep into the ward to carry out basic nursing work. Through this activity, the communication between nurses and patients has been strengthened, the overall quality of nursing staff has been improved, and a solid foundation has been laid for the implementation of quality services and training of nursing teams.

2, requires the majority of medical staff to improve the quality of service, treat each patient with care, patience and sincerity. Our hospital has long-term implementation of weekends and holiday clinics, telephone appointments and other services.

Providing convenient and quality services for the people and patients. Actively advocate the service of civilized language, resolutely put an end to the service ban, and put an end to the phenomenon of birth, cold, hard, top and push. Practically enhance the awareness of humanistic care and vigorously advocate humanized services.

4. It is the implementation of open and transparent services to ensure that people have the right to know about medical treatment. Strengthen the hospital information construction, provide medical services such as medical institution layout, diagnosis and treatment procedures, etc. through various channels and channels to facilitate people's choice of medical treatment. Regularly disclose information on medical expenses to the public, and strive to increase the transparency of the publicity of fees, so that people can see the doctors and understand the consumption.

Third, strengthen quality management, standardize diagnosis and treatment behavior, continuously improve medical quality, and strive to achieve "good quality"

Medical quality and safety are the core and soul of medical services. The “three good and one satisfied” activity put forward “good quality”, which is the continuation and promotion of activities such as hospital management year and medical quality Wanlixing. The content is richer and the form is constantly innovating.

1. Grasp the implementation of various medical quality and safety systems and enhance the awareness of medical quality and safety responsibility. Our hospital always takes medical quality as the core, strengthens the internal management of hospitals and the quality management of basic medical care, and pays close attention to 13 core systems, strengthens the training of clinical specialties and the training of medical staff on “three basics and three strictes”.

2. Strengthen the clinical application management of medical technology and equipment to ensure medical quality and safety and patient rights. Practically strengthen the clinical application management of medical technology, establish a strict medical technology access and management system, and resolutely investigate and deal with violations.

3. It is a monthly “prescription review” work. In order to improve the quality of prescription writing, standardize outpatient medical behavior, and promote rational drug use, a prescription review system was established in accordance with the requirements of the Prescription Management Measures, and a comprehensive evaluation of prescriptions was implemented.

Fourth, conduct in-depth evaluation of the style of work, actively accept the supervision of social stations, and strive to achieve "popular satisfaction"

"People's satisfaction" is our ultimate goal, and it is also the original intention and purpose of our "three good and one satisfaction" activities.

First, earnestly do a good job in patient satisfaction survey and win patient satisfaction. Through telephone interviews of discharged patients, on-site investigations of inpatients and outpatients, pay attention to patient feelings and listen to patients' opinions; actively implement rectifications on their opinions or suggestions, effectively promote medical quality and service level, and win patient satisfaction. . And the results of the survey as a reference for the performance evaluation of medical staff, and strive to achieve a patient satisfaction rate of 100%

Second, it is to carry out comprehensive democratic evaluation and conduct social satisfaction. Democratic appraisal is an important measure that relies on the orderly supervision of the people, solves the outstanding problems reflected by the people, and wins the trust of the people with practical results. Through solid work, win the satisfaction and recognition of the people and win the understanding and support of the society.

Through the "three good and one satisfaction" activities, the medical ethics of our hospital has been significantly improved, the quality of medical care has been steadily improved, the service level has been continuously improved, the satisfaction rate of the people has been rising, and the work of our hospital has been pushed to a new level. Make "three good and one satisfied" into practice.

Three good one satisfaction work summary

In accordance with the requirements of the Ministry of Health, the Provincial and Municipal Health Bureau's "Implementation Opinions on the Implementation of "Three Good and One Satisfaction" Activities, and in conjunction with the actual work of our hospital, the Institute has formulated and formulated the "Three Good and One Satisfied" Activities Implementation Plan. Organized the mobilization meeting of the "three good and one satisfied" activities of the staff of the whole hospital. The specific development of the activities is now reported as follows:

Strengthen medical ethics education, vigorously promote noble medical ethics, serious industry discipline, and strive to achieve "medical virtues". The medical ethics is the first, and good medical ethics is the premise of harmonious relationship. Our hospital pays attention to theoretical indoctrination and cultivates a good sense of medical ethics. The medical ethics of medical staff is not formed spontaneously, but is formed by external education infusion and subjective cultivation of individuals in life practice under certain social and material living conditions. It is a long-term and arduous process. In combination with the actual situation, our school uses various forms to strengthen learning and education, and puts the cultivation of noble professional ethics and business level in the same position, wins the trust of patients and society, and continuously improves the construction of medical ethics.

In light of the actual work, our hospital adheres to the practice of honesty and cleansing, makes full use of effective clues such as public reports, and seriously investigates and punishes key medical personnel, accepting or disguising claims for red packets, kickbacks, and other unscrupulous behaviors that harm the interests of the people and damage the image of the hospital. The warning and deterrent effect of punishment promotes the standardization of service behavior and the formation of a good industry atmosphere in our hospital. Vigorously promote the "rational use of drugs, reasonable inspection, reasonable treatment, reasonable fees" work norms, strengthen training and education, change the concept of medical services in our hospital, establish a performance appraisal system with medical ethics, service quality, social evaluation, etc. as the main content, do To spend less and look good, so that the people really feel the benefits brought by the new medical reform.

Standardize the communication between doctors and patients. Efforts will be made to improve the communication skills of medical staff. Our hospital has set up a suggestion box in the eye-catching position on the first floor of the emergency department and the outpatient building to solve the patient's difficulties in time.

In addition, our hospital adheres to the principle of seeking truth from facts, objective and fairness, and conducts medical ethics assessment for all employees, and combines with job hiring, evaluation of first evaluation, performance salary, etc., and resolutely does not engage in formalism.

Improve service attitude, optimize service processes, continuously improve service levels, and strive to achieve "good service"

"Good service" is the embodiment of the purpose and style of medical and health work. Medical services must adhere to the people-oriented principle and firmly establish "patients

First, the concept of “quality first, service first”, effectively enhance service awareness, improve service attitude, improve service model, optimize service process, improve service level, and strive to provide patients with high-quality and warm service.

First, it is to improve the service attitude and continue to adhere to the "patient-centered" service concept. Require the medical staff to treat each patient with care, patience and sincerity while improving the quality of service. Through the implementation of related activities, the communication between nurses and patients, medical communication and communication have been strengthened, the overall quality of nursing staff has been improved, and a solid foundation has been laid for the implementation of quality services and training of nursing teams. Actively implement weekends and holiday clinics, and carry out quality nursing services and other measures to benefit the people, providing convenient, inexpensive and quality services for the people and patients. Efforts to achieve a good service attitude, actively advocate the service of civilized language, resolutely put an end to the service ban, and put an end to the phenomenon of birth, cold, hard, top, and push. Practically enhance the awareness of humanistic care, vigorously advocate humanized services, embody humanistic care everywhere, and strive to provide warm service and skills.

Second, it is to optimize the service process to facilitate people to see a doctor. Focus on hospital registration, fees, pharmacies, outpatient clinics, etc., starting with the development of a business process that facilitates people's medical treatment and work systems that meet the needs of patients, and adopt comprehensive measures to further optimize service processes, improve service facilities, and beautify the service environment. It is convenient for patients to seek medical treatment and shorten patient waiting time.

Third, it is to implement open and transparent services to protect people's right to see a doctor. Strengthen the hospital information construction, provide medical services information such as the layout of medical institutions, department features, expert information and time of diagnosis, and medical treatment procedures through various channels and channels to facilitate people's choice of medical treatment. Regularly disclose information on medical expenses to the public, and strive to increase the transparency of the publicity of fees, so that people can see the doctors and understand the consumption.

Strengthen quality management, standardize diagnosis and treatment behavior, continuously improve medical quality, and strive to achieve "good quality"

First, it is necessary to earnestly implement the implementation of various medical quality and safety systems and enhance the awareness of medical quality and safety responsibility. Our hospital always takes medical quality as the core, strengthens the internal management of hospitals and the quality management of basic medical care, and continues to strengthen the training of clinical specialties and the training of medical staff in the “three basics and three strictes”. In order to promote the quality of medical care, ensure medical safety, and improve the professional quality of medical staff, our hospital conducts monthly medical lectures by experts from the People's Hospital of the People's Hospital, mainly to exchange the latest clinical knowledge and medical practice.

Experience and accuracy of the technical operation of medical staff, as well as the diagnosis and treatment of common diseases and new techniques and new treatments. The “Three Bases” exam is conducted quarterly to consolidate and improve the theoretical knowledge of medical staff.

Second, it is to strengthen the clinical application management of medical technology and equipment to ensure medical quality and safety and patient rights. Practically strengthen the clinical application management of medical technology, establish a strict medical technology access and management system, and resolutely investigate and deal with violations. Medical staff must firmly establish a correct outlook on life and values, establish a sense of quality first, and focus on learning business and researching technology.

Third, it is to carry out a “prescription review” every month. In order to improve the quality of prescription writing, standardize outpatient medical behavior, and promote rational drug use, a prescription review system was established in accordance with the requirements of the Prescription Management Measures, and experts from the Municipal People's Hospital were invited to participate in the comprehensive evaluation of prescriptions. After the March-June prescription review, we found that the common problems are: unreasonable combined use of antibiotics, single-door emergency prescriptions, more than 5 drugs, prescription diagnosis and incomplete writing. After discovering the problem, we communicated with the doctor in time to point out the deficiencies and promote their correction. If it still does not correct, the whole hospital will report criticism and impose penalties. Nowadays, the prescription review work in our hospital has achieved initial results, and the quality of prescriptions has been significantly improved, which has played a positive role in promoting rational drug use. For this work, we will continue to continue, improve and standardize.

In-depth evaluation of the style of work, proactively accept social supervision, and strive to achieve "popular satisfaction"

"People's satisfaction" is our ultimate goal, and it is also the original intention and purpose of our "three good and one satisfaction" activities. First, earnestly do a good job in patient satisfaction survey and win patient satisfaction. Through telephone interviews of discharged patients, on-site investigations of inpatients and outpatients, pay attention to patient feelings and listen to patients' opinions; actively implement rectifications on their opinions or suggestions, effectively promote medical quality and service level, and win patient satisfaction. .

Three good one satisfaction work summary

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