Work plan for the “Three Good and One Satisfaction” activity of the medical and health system in 2019
This plan was formulated in accordance with the spirit of the “Notice of the Ministry of Health on the “Three Good and One Satisfaction” Activities in the National Health System).
First, the 2019 work goal is closely combined with deepening the reform of the medical and health system and the first-class competition, taking people as the center, taking the patient as the center, taking the people's public satisfaction as the starting point and the foothold, focusing on improving the medical service level, continuously improving the quality of medical care, and vigorously promoting High medical ethics, strengthen the construction of industry style, further solve the outstanding problems in medical and health services and industry style, protect the health rights and interests of the people, promote the smooth progress of medical reform, and promote social harmony.
Second, the scope of activities National and various types of medical institutions at all levels, the focus is on public hospitals above the second level. Other health institutions such as health supervision and disease prevention and control can refer to this program and carry out the “three good and one satisfaction” activities in combination with the actual organization.
Third, 2019 work content and requirements to improve service attitudes, optimize service processes, continuously improve service levels, and strive to achieve "good service."
1. Universal appointments for medical services. All three-level general hospitals in the country implement a variety of methods for appointment and treatment, and priority treatment for urban community health service agencies to make appointments. By the end of 2019, the proportion of urban community referral appointments accounted for 20% of outpatient visits, and the local patient return appointment rate reached 50%. Among them, the rate of returning appointments for dental department, prenatal examination, and postoperative patient review reached 60%.
2. Optimize the hospital emergency environment and procedures. Implementing the "Notice on Further Improving the Management of Medical Services in Medical Institutions" will improve the people's awareness of medical treatment as a point of innovation and breakthrough in strengthening medical services, implement measures to facilitate people and benefit the people, and make arrangements for appointments and emergency arrangements. Serve, simplify the door emergency department and the process of entering and leaving the hospital, implement the “first diagnosis and treatment, post-settlement” mode, provide convenient and quick inspection results inquiry service, etc., actively explore and innovate, plan and promote various medical services with emphasis. The measures are reasonable, the service is enthusiasm, the process is smooth, and the level of medical services is continuously improved.
3. Extensively carry out convenient outpatient services. Three-level hospitals with conditions in the country carry out weekends and holidays, enrich the outpatient service and extend the outpatient time. Encourage and support the medical staff of tertiary hospitals to conduct grassroots medical and health institutions to carry out practice activities.
4. Promote quality care services. All the national tertiary hospitals carry out quality nursing services. 50% of the tertiary hospitals provide high-quality nursing services covering more than 50% of the wards, 40% of the prefecture-level secondary hospitals and 20% of the county-level secondary hospitals to carry out quality nursing services. Improve and implement policies such as professional nursing staff establishment and internal income distribution.
5. Promote mutual recognition of inspection and inspection results of medical institutions at the same level. In accordance with the "Notice of the General Office of the Ministry of Health on Strengthening the Construction of Medical Quality Control Centers to Promote Mutual Recognition of Inspection Results of Medical Institutions at the Same Level", on the basis of strengthening medical quality control, vigorously promote the mutual recognition of inspection and inspection results of medical institutions at the same level and promote Reasonable examination to reduce the cost of patient visits.
6. In-depth development of "Volunteer Service in Hospital" activities. Gradually improve the management system and working mechanism of volunteer service, actively explore new forms, new content and new models of volunteer service suitable for China's national conditions, and promote the harmony between doctors and patients. In the medical institutions to build a platform for the society to provide love to patients, the volunteer service will be introduced into the medical institutions; at the same time, the medical institutions should organize the majority of medical personnel to go to the grassroots as volunteers, especially the places where the floating population concentrates on life and work, rehabilitation, pension, etc. Institutions, carrying out voluntary services such as public health, medical services and health education, enable the people to truly feel the effectiveness of improving medical services.
7. Establish and improve the third-party mediation mechanism and medical liability insurance system for medical disputes, conscientiously implement the handling methods for medical complaints, strictly implement the system of first-instance complaints, carry out the activities of creating “safe hospitals”, crack down on “medical troubles”, and build harmonious medical problems. relationship.
Strengthen quality management, standardize diagnosis and treatment behavior, continuously improve medical quality, and strive to achieve "good quality."
1. Implement the core system of medical quality and medical safety. Strictly implement the core system of first-in-patient responsibility, third-level physician ward rounds, difficult case discussion, critical patient rescue, consultation, pre-operative discussion, death case discussion, handover class, and strictly implement the "Basic Standards for Medical Record Writing" and "Surgical Safety Checking System" ", standardize medical record writing and surgical safety check to ensure medical quality and medical safety.
2. Improve the medical quality management and control system. Implement the "Administrative Measures for Medical Quality Control Centers", promote the construction of national medical quality management and control centers, national clinical quality and control centers for key clinical specialties, improve management systems, quality control standards and indicator systems, and improve medical quality management and control levels. . It is necessary to establish a medical quality and medical safety evaluation system and initiate a hospital quality evaluation. It is necessary to strengthen the internal management of hospitals and the quality management of basic medical care, continue to strengthen the training of clinical specialists and the training of medical personnel, strengthen the management of key links, key areas and key personnel in the medical service process, and continuously improve the quality of medical care.
3. Strictly standardize the behavior of diagnosis and treatment services, promote reasonable inspection, rational use of drugs, and reasonable treatment. Carefully implement clinical procedures, "Clinical Technical Practices", "Clinical Treatment Guidelines", "Medical Administration Drug Administration Regulations", "Prescription Management Measures", "Guidelines for Clinical Application of Antimicrobial Drugs" and other regulations and norms to carry out antibacterial drug clinical Apply special rectification actions, strictly regulate the prescription behavior of doctors, promote reasonable examination, rational use of drugs, and reasonable treatment. Vigorously promote the clinical path and single disease payment, promote the development of medical quality management to scientific, standardized, professional, and refined, standardize the diagnosis and treatment behavior, and control the unreasonable growth of medical expenses.
4. Strengthen the clinical application management of medical technology and large equipment to ensure medical quality and safety and patient rights. Local health administrative departments at all levels must earnestly strengthen the clinical application management of medical technology, establish strict medical technology access and management systems in accordance with the requirements of the “Administrative Measures for Clinical Application of Medical Technology”, and conduct new technologies and configure large equipment for violations. Resolutely investigate and deal with it.
Strengthen medical ethics education, vigorously promote high medical ethics, serious industry discipline, and strive to achieve "medical virtues."
1. Continue to increase the medical ethics education. We must adhere to the principle of positive education, continue to cultivate and establish a number of advanced models, and increase the publicity and commendation of advanced medical ethics, exquisite medical skills, and dedicated dedication, and combine the characteristics of the health industry to carry out the purpose consciousness, professional ethics and discipline law. Education, guide the majority of medical staff to establish a good medical ethics.
2. Formulate and improve the medical ethics system. Formulate guidelines for the conduct of practitioners in medical institutions, study and formulate the "Guiding Opinions on Strengthening the Construction of Anti-corruption and Integrity in Public Hospitals", coordinate the relevant departments to issue the "Regulations on Violation of Disciplinary Actions in Medical and Health Management", and study and formulate medical and health laws such as the "Practicing Physician Law". The implementation of the penal provisions in the regulations will effectively increase the punishment and punishment for violations of laws and regulations in the medical and health fields. We will continue to earnestly implement the medical evaluation system, further refine the work indicators and assessment standards, and establish effective incentive and restraint mechanisms for medical personnel.
3. Resolutely investigate and deal with unhealthy cases in pharmaceutical purchases and sales and medical services, and serious industry discipline. Seriously investigate and deal with arbitrary charges such as arbitrary charges, accept or ask for "red envelopes", accept kickbacks, commercial bribery, etc., and give full play to the warning role of handling cases. Pay attention to the function of investigating and handling the case, promote the improvement of the system, plug the loopholes, and purify the social environment for the reform of the medical and health system.
In-depth evaluation of the style of work, proactively accept social supervision, and strive to achieve "popular satisfaction."
1. Carefully carry out patient satisfaction surveys and return visits to patients, solicit opinions and suggestions, and improve services in a targeted manner.
2. Continue to carry out democratic appraisal and work style as an important carrier to promote health rectification work and safeguard the interests of the people, actively organize and take the initiative to participate in democratic appraisal activities, to promote corrections and focus on rectification. Continue to play the role of the supervisor of the wind, pay close attention to and actively participate in the political wind and hotline, listen carefully to the voice of the people, promptly solve the outstanding problems reflected by the people, and strive to make the society satisfied. It is necessary to actively explore the establishment of a scientific health behavior evaluation mechanism to reflect the health situation more objectively and fairly.
3. Fully implement the hospital system openness system, further implement the requirements of the hospital affairs disclosure and the “Measures for the Publicity Supervision and Assessment of Medical Institutions”, enhance the awareness of medical institutions' openness in public affairs, and promote the further optimization of service processes and internal democracy of medical institutions. Management decisions.
IV. Activity steps and arrangements According to the principle of combining phase and long-term, the activities in 2019 are divided into three parts: learning and propaganda, finding problems, and rectifying and improving. On the one hand, we must focus on focusing on solving outstanding contradictions and major problems. On the other hand, the three links must be organically combined, while learning and checking and reforming, building a unified plan, and progressing in an orderly manner, and continuously achieving phased results.
Learn the propaganda link. The Ministry of Health held a video conference on “Three Good and One Satisfaction” activities to carry out a comprehensive mobilization and deployment of the “Three Good and One Satisfaction” activities of the national medical and health system. Local health administrative departments and medical and health units at all levels should promptly organize actions, clarify organizational structures, formulate implementation plans, refine work measures, and clarify responsibility requirements. Through extensive and in-depth propaganda and ideological mobilization, we should unify our thinking and raise our understanding, and guide the cadres and workers to fully understand the significance of carrying out the "three good and one satisfied" activities, and effectively enhance the enthusiasm and initiative of participating activities. It is necessary to organize cadres and workers to conscientiously study and understand the spirit of the relevant conferences and archives of the Central Committee, comprehensively implement the National Health Work Conference and the National Health System Discipline Inspection, Supervision and Correction Work Conference, and strengthen the socialist concept of honor and disgrace, social morality and professional ethics education. It is necessary to intensify the propaganda of advanced models of medical ethics, exquisite medical skills, and dedicated dedication, and give full play to the role of demonstration.
Find the problem link. Local health administrative departments at all levels should take various forms to go to the grassroots level, conduct in-depth public investigation and research, extensively solicit opinions, and comprehensively understand the problems in the construction of medical and health services and industry style. All medical institutions must find out the current situation of the construction of the wind, and deeply understand and grasp the opinions and suggestions of the patients on medical services. Through convening symposiums, setting up suggestion boxes, opening hotlines and online communication, etc., we will actively seek public opinions and suggestions, and identify the main problems that people are inconvenient, uneasy, and dissatisfied with medical services.
Rectification and improvement. According to the outstanding problems found, medical institutions should formulate rectification plans, propose rectification measures, limit the time limit for rectification, implement rectification responsibilities, and implement the rectification measures in a down-to-earth manner. In particular, for some outstanding issues that involve the immediate interests of the people and affect the image of the industry, we must concentrate on rectifying the projects one by one in order to achieve practical results. The rectification plan, rectification measures, and rectification effects shall be reported to the health administrative department for record. The rectification plan and rectification situation should be made public within a certain scope, fully listen to the opinions of the people, and accept public supervision. The problems that can be solved by the rectification conditions should be solved immediately; the problems that can be solved through efforts should be resolved within a time limit; for those problems that should be solved but cannot be solved by objective conditions, the situation should be explained to the public and deepened. Reform, and actively create conditions to gradually solve. In the process of rectification, on the basis of solving outstanding problems, we must conscientiously sum up experience, actively explore the law, revise and improve the current rules and regulations in accordance with the new requirements, and continuously improve the level of medical services and hospital management.
The provincial health administrative departments shall organize the guidance and inspection of the “three good and one satisfaction” activities of the medical institutions in their respective jurisdictions, sum up the problems and shortcomings in the work in a timely manner, and promote the good experience, good practices and good examples of the “three good and one satisfied” activities. Advance in order to ensure effectiveness. The Ministry of Health timely organized supervision and inspection of the development of “three good and one satisfaction” activities in some provinces.
First, the 2019 work goal is closely combined with deepening the reform of the medical and health system and the first-class competition, taking people as the center, taking the patient as the center, taking the people's public satisfaction as the starting point and the foothold, focusing on improving the medical service level, continuously improving the quality of medical care, and vigorously promoting High medical ethics, strengthen the construction of industry style, further solve the outstanding problems in medical and health services and industry style, protect the health rights and interests of the people, promote the smooth progress of medical reform, and promote social harmony.
Second, the scope of activities National and various types of medical institutions at all levels, the focus is on public hospitals above the second level. Other health institutions such as health supervision and disease prevention and control can refer to this program and carry out the “three good and one satisfaction” activities in combination with the actual organization.
Third, 2019 work content and requirements to improve service attitudes, optimize service processes, continuously improve service levels, and strive to achieve "good service."
1. Universal appointments for medical services. All three-level general hospitals in the country implement a variety of methods for appointment and treatment, and priority treatment for urban community health service agencies to make appointments. By the end of 2019, the proportion of urban community referral appointments accounted for 20% of outpatient visits, and the local patient return appointment rate reached 50%. Among them, the rate of returning appointments for dental department, prenatal examination, and postoperative patient review reached 60%.
2. Optimize the hospital emergency environment and procedures. Implementing the "Notice on Further Improving the Management of Medical Services in Medical Institutions" will improve the people's awareness of medical treatment as a point of innovation and breakthrough in strengthening medical services, implement measures to facilitate people and benefit the people, and make arrangements for appointments and emergency arrangements. Serve, simplify the door emergency department and the process of entering and leaving the hospital, implement the “first diagnosis and treatment, post-settlement” mode, provide convenient and quick inspection results inquiry service, etc., actively explore and innovate, plan and promote various medical services with emphasis. The measures are reasonable, the service is enthusiasm, the process is smooth, and the level of medical services is continuously improved.
3. Extensively carry out convenient outpatient services. Three-level hospitals with conditions in the country carry out weekends and holidays, enrich the outpatient service and extend the outpatient time. Encourage and support the medical staff of tertiary hospitals to conduct grassroots medical and health institutions to carry out practice activities.
4. Promote quality care services. All the national tertiary hospitals carry out quality nursing services. 50% of the tertiary hospitals provide high-quality nursing services covering more than 50% of the wards, 40% of the prefecture-level secondary hospitals and 20% of the county-level secondary hospitals to carry out quality nursing services. Improve and implement policies such as professional nursing staff establishment and internal income distribution.
5. Promote mutual recognition of inspection and inspection results of medical institutions at the same level. In accordance with the "Notice of the General Office of the Ministry of Health on Strengthening the Construction of Medical Quality Control Centers to Promote Mutual Recognition of Inspection Results of Medical Institutions at the Same Level", on the basis of strengthening medical quality control, vigorously promote the mutual recognition of inspection and inspection results of medical institutions at the same level and promote Reasonable examination to reduce the cost of patient visits.
6. In-depth development of "Volunteer Service in Hospital" activities. Gradually improve the management system and working mechanism of volunteer service, actively explore new forms, new content and new models of volunteer service suitable for China's national conditions, and promote the harmony between doctors and patients. In the medical institutions to build a platform for the society to provide love to patients, the volunteer service will be introduced into the medical institutions; at the same time, the medical institutions should organize the majority of medical personnel to go to the grassroots as volunteers, especially the places where the floating population concentrates on life and work, rehabilitation, pension, etc. Institutions, carrying out voluntary services such as public health, medical services and health education, enable the people to truly feel the effectiveness of improving medical services.
7. Establish and improve the third-party mediation mechanism and medical liability insurance system for medical disputes, conscientiously implement the handling methods for medical complaints, strictly implement the system of first-instance complaints, carry out the activities of creating “safe hospitals”, crack down on “medical troubles”, and build harmonious medical problems. relationship.
Strengthen quality management, standardize diagnosis and treatment behavior, continuously improve medical quality, and strive to achieve "good quality."
1. Implement the core system of medical quality and medical safety. Strictly implement the core system of first-in-patient responsibility, third-level physician ward rounds, difficult case discussion, critical patient rescue, consultation, pre-operative discussion, death case discussion, handover class, and strictly implement the "Basic Standards for Medical Record Writing" and "Surgical Safety Checking System" ", standardize medical record writing and surgical safety check to ensure medical quality and medical safety.
2. Improve the medical quality management and control system. Implement the "Administrative Measures for Medical Quality Control Centers", promote the construction of national medical quality management and control centers, national clinical quality and control centers for key clinical specialties, improve management systems, quality control standards and indicator systems, and improve medical quality management and control levels. . It is necessary to establish a medical quality and medical safety evaluation system and initiate a hospital quality evaluation. It is necessary to strengthen the internal management of hospitals and the quality management of basic medical care, continue to strengthen the training of clinical specialists and the training of medical personnel, strengthen the management of key links, key areas and key personnel in the medical service process, and continuously improve the quality of medical care.
3. Strictly standardize the behavior of diagnosis and treatment services, promote reasonable inspection, rational use of drugs, and reasonable treatment. Carefully implement clinical procedures, "Clinical Technical Practices", "Clinical Treatment Guidelines", "Medical Administration Drug Administration Regulations", "Prescription Management Measures", "Guidelines for Clinical Application of Antimicrobial Drugs" and other regulations and norms to carry out antibacterial drug clinical Apply special rectification actions, strictly regulate the prescription behavior of doctors, promote reasonable examination, rational use of drugs, and reasonable treatment. Vigorously promote the clinical path and single disease payment, promote the development of medical quality management to scientific, standardized, professional, and refined, standardize the diagnosis and treatment behavior, and control the unreasonable growth of medical expenses.
4. Strengthen the clinical application management of medical technology and large equipment to ensure medical quality and safety and patient rights. Local health administrative departments at all levels must earnestly strengthen the clinical application management of medical technology, establish strict medical technology access and management systems in accordance with the requirements of the “Administrative Measures for Clinical Application of Medical Technology”, and conduct new technologies and configure large equipment for violations. Resolutely investigate and deal with it.
Strengthen medical ethics education, vigorously promote high medical ethics, serious industry discipline, and strive to achieve "medical virtues."
1. Continue to increase the medical ethics education. We must adhere to the principle of positive education, continue to cultivate and establish a number of advanced models, and increase the publicity and commendation of advanced medical ethics, exquisite medical skills, and dedicated dedication, and combine the characteristics of the health industry to carry out the purpose consciousness, professional ethics and discipline law. Education, guide the majority of medical staff to establish a good medical ethics.
2. Formulate and improve the medical ethics system. Formulate guidelines for the conduct of practitioners in medical institutions, study and formulate the "Guiding Opinions on Strengthening the Construction of Anti-corruption and Integrity in Public Hospitals", coordinate the relevant departments to issue the "Regulations on Violation of Disciplinary Actions in Medical and Health Management", and study and formulate medical and health laws such as the "Practicing Physician Law". The implementation of the penal provisions in the regulations will effectively increase the punishment and punishment for violations of laws and regulations in the medical and health fields. We will continue to earnestly implement the medical evaluation system, further refine the work indicators and assessment standards, and establish effective incentive and restraint mechanisms for medical personnel.
3. Resolutely investigate and deal with unhealthy cases in pharmaceutical purchases and sales and medical services, and serious industry discipline. Seriously investigate and deal with arbitrary charges such as arbitrary charges, accept or ask for "red envelopes", accept kickbacks, commercial bribery, etc., and give full play to the warning role of handling cases. Pay attention to the function of investigating and handling the case, promote the improvement of the system, plug the loopholes, and purify the social environment for the reform of the medical and health system.
In-depth evaluation of the style of work, proactively accept social supervision, and strive to achieve "popular satisfaction."
1. Carefully carry out patient satisfaction surveys and return visits to patients, solicit opinions and suggestions, and improve services in a targeted manner.
2. Continue to carry out democratic appraisal and work style as an important carrier to promote health rectification work and safeguard the interests of the people, actively organize and take the initiative to participate in democratic appraisal activities, to promote corrections and focus on rectification. Continue to play the role of the supervisor of the wind, pay close attention to and actively participate in the political wind and hotline, listen carefully to the voice of the people, promptly solve the outstanding problems reflected by the people, and strive to make the society satisfied. It is necessary to actively explore the establishment of a scientific health behavior evaluation mechanism to reflect the health situation more objectively and fairly.
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3. Fully implement the hospital system openness system, further implement the requirements of the hospital affairs disclosure and the “Measures for the Publicity Supervision and Assessment of Medical Institutions”, enhance the awareness of medical institutions' openness in public affairs, and promote the further optimization of service processes and internal democracy of medical institutions. Management decisions.
IV. Activity steps and arrangements According to the principle of combining phase and long-term, the activities in 2019 are divided into three parts: learning and propaganda, finding problems, and rectifying and improving. On the one hand, we must focus on focusing on solving outstanding contradictions and major problems. On the other hand, the three links must be organically combined, while learning and checking and reforming, building a unified plan, and progressing in an orderly manner, and continuously achieving phased results.
Learn the propaganda link. The Ministry of Health held a video conference on “Three Good and One Satisfaction” activities to carry out a comprehensive mobilization and deployment of the “Three Good and One Satisfaction” activities of the national medical and health system. Local health administrative departments and medical and health units at all levels should promptly organize actions, clarify organizational structures, formulate implementation plans, refine work measures, and clarify responsibility requirements. Through extensive and in-depth propaganda and ideological mobilization, we should unify our thinking and raise our understanding, and guide the cadres and workers to fully understand the significance of carrying out the "three good and one satisfied" activities, and effectively enhance the enthusiasm and initiative of participating activities. It is necessary to organize cadres and workers to conscientiously study and understand the spirit of the relevant conferences and archives of the Central Committee, comprehensively implement the National Health Work Conference and the National Health System Discipline Inspection, Supervision and Correction Work Conference, and strengthen the socialist concept of honor and disgrace, social morality and professional ethics education. It is necessary to intensify the propaganda of advanced models of medical ethics, exquisite medical skills, and dedicated dedication, and give full play to the role of demonstration.
Find the problem link. Local health administrative departments at all levels should take various forms to go to the grassroots level, conduct in-depth public investigation and research, extensively solicit opinions, and comprehensively understand the problems in the construction of medical and health services and industry style. All medical institutions must find out the current situation of the construction of the wind, and deeply understand and grasp the opinions and suggestions of the patients on medical services. Through convening symposiums, setting up suggestion boxes, opening hotlines and online communication, etc., we will actively seek public opinions and suggestions, and identify the main problems that people are inconvenient, uneasy, and dissatisfied with medical services.
Rectification and improvement. According to the outstanding problems found, medical institutions should formulate rectification plans, propose rectification measures, limit the time limit for rectification, implement rectification responsibilities, and implement the rectification measures in a down-to-earth manner. In particular, for some outstanding issues that involve the immediate interests of the people and affect the image of the industry, we must concentrate on rectifying the projects one by one in order to achieve practical results. The rectification plan, rectification measures, and rectification effects shall be reported to the health administrative department for record. The rectification plan and rectification situation should be made public within a certain scope, fully listen to the opinions of the people, and accept public supervision. The problems that can be solved by the rectification conditions should be solved immediately; the problems that can be solved through efforts should be resolved within a time limit; for those problems that should be solved but cannot be solved by objective conditions, the situation should be explained to the public and deepened. Reform, and actively create conditions to gradually solve. In the process of rectification, on the basis of solving outstanding problems, we must conscientiously sum up experience, actively explore the law, revise and improve the current rules and regulations in accordance with the new requirements, and continuously improve the level of medical services and hospital management.
The provincial health administrative departments shall organize the guidance and inspection of the “three good and one satisfaction” activities of the medical institutions in their respective jurisdictions, sum up the problems and shortcomings in the work in a timely manner, and promote the good experience, good practices and good examples of the “three good and one satisfied” activities. Advance in order to ensure effectiveness. The Ministry of Health timely organized supervision and inspection of the development of “three good and one satisfaction” activities in some provinces.
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