Monthly summary of hospital quality service: 6 articles

Monthly summary of hospital quality service 1

Since I arrived at the ophthalmology center, I have always felt that hospitals and dep

Monthly summary of hospital quality service: 6 articles

Monthly summary of hospital quality service 1

Since I arrived at the ophthalmology center, I have always felt that hospitals and departments have implemented high-quality nursing services, always adhering to the patient-centered service concept, and closely focusing on patients' needs to improve service quality and nursing professional level, thus enhancing patients' medical experience. All departments strive to provide patients with more satisfactory and intimate quality services from admission, hospitalization to discharge. In the process of creating excellence, our wards are changing, and so are our nurses. What we thought was difficult and difficult to accomplish at the beginning is now gradually realized. There are indeed many difficulties in this, but more gains have been made after implementation.

Since the implementation of quality nursing service, our hospital has been changing. Various departments of the hospital have also made many changes around the outpatient department and patients. In the outpatient clinic, various guides are clearly visible. Even the font size and language description of the patient's guide receipt have been readjusted as needed. For example, a self-service inspection result printer was added to facilitate patients to print their own reports, and a WeChat appointment was added. Patients can make an appointment in advance and plan the time, which greatly facilitates the patient's visit. Various departments of the hospital have also made a lot of support around the outpatient department. Every day, colleagues from the General Affairs Department come to check all departments and find problems. As long as you contact them, you can come and solve it as soon as possible. During the peak period, non-clinical departments will come down to support and help coordinate and guide patients. We can feel the hospital's support for all aspects of clinic.

Since the implementation of quality nursing service, our department has been changing. We pay more attention to service details, and truly think about what patients think and worry about their urgency. Not only from the general point of service, but also pay attention to many details of service. The department has prepared a convenient box for patients, which contains candy bars and biscuits in case of emergency, so as to avoid hunger or even hypoglycemia of patients who need to fast. In addition, we have prepared sewing boxes, straws, paper cups and so on in the convenience box, which has something to do with our major. Considering the patient's vision needs, we prepared a pair of reading glasses intimately. These small intimate actions often bring great surprises to patients and their families. Every small change comes from listening to the patient's heart. And every small change is a dialogue between medical care and patients.

After the implementation of quality nursing service, our nurses are also changing. Under the guidance of the nursing department, our nurses have more communication with patients, pay more attention to the education of patients' diseases, such as rehabilitation, diet, activities, posture, review and follow-up, and have also formulated many brochures and promotional materials to facilitate better expression and make patients easier to understand. Quality nursing service is patient-centered. Compared with nurses who used to concentrate on hard work, our nurses now pay more attention to patients, and better escort patients' rehabilitation from professional nursing, observation of illness, treatment and rehabilitation guidance. Nurses pay more attention to understanding every patient and humanistic nursing. The number of hospitals has also increased a lot, which has enabled us to improve our professional level while improving our service level.

As a nurse, I deeply feel that quality nursing service is something that needs to be adhered to for a long time. With the affirmation of patients, our work is meaningful. As the saying goes, Excellence and endless service. This is something that needs our perseverance and continuous efforts. We still have a long way to go in our work. In the future work, we will actively participate, sincerely wait, and try our best to bring better services to patients.

Summary of Hospital Quality Service Month II

In order to carry out the spirit of "Implementing 20xx Quality Nursing Demonstration Project in Shandong Province", our hospital established a leading group of "Quality Nursing Demonstration Project". The dean in charge is the team leader and the director of nursing department is the deputy team leader, who is responsible for the formulation and implementation of the activity plan to ensure that all the work is truly implemented.

Since the establishment of the demonstration ward, the responsibility system has been implemented, holistic nursing has been implemented, and equipment investment in the demonstration ward has been increased. There are 23 beds, 9 nurses, nurse 1 person, which integrates basic nursing, disease observation, treatment, rehabilitation, health guidance and other tasks. All nursing staff in the department learn nursing methods and highlight the characteristics of traditional Chinese medicine around the high-quality nursing demonstration norms. Implement one or two levels of care. Nurses are sent to the Department of Osteoarthrosis of Qianfoshan Hospital for further study, and experience is constantly summed up to form a rehabilitation exercise system with specific Chinese medicine characteristics. Every day, functional exercise plans are made for each patient according to the patient's condition, and demonstration, passive and active functional exercises are carried out every day to establish a good rehabilitation exercise evaluation system, so that patients can realize functional rehabilitation at an early stage.

For discharged patients, actively do a good job in discharge guidance, extend patient rehabilitation guidance from hospital to family, and accept patient consultation in all directions. Establish and improve the performance appraisal and incentive mechanism to fully mobilize the enthusiasm of nurses. Provide patients with continuous, whole-process and seamless nursing services. These services have been widely praised by patients.

Through our efforts:

1: The patient satisfaction was significantly improved.

2. The proportion of accompanying patients is reduced.

3. Ward order has been further improved.

4. Medical quality has been further guaranteed.

5. Created a harmonious doctor-patient relationship. In view of the shortage of nursing staff and imperfect infrastructure, our hospital has formulated the next work plan:

We are not arrogant about our achievements, enthusiastic about the activities of "Demonstration Project of Quality Nursing Service", and everyone strives to be advanced. Further increase the number of nursing staff, try our best to ensure that hospitalized patients are accompanied with little, no, and no care, actively strengthen infrastructure construction, consolidate basic nursing, and provide high-quality and efficient services.

For various reasons, we still have many shortcomings. In the future work, with the deepening of "quality nursing service" activities, our department will do better and make patients more satisfied.

Summary of hospital quality service month 3

First of all, establish new concepts and improve the professional responsibility of tour guides.

1, serving patients well means knowing the hospital environment and related matters. Consultants are the "green card" of patients, and we are the receptionists when patients come to see a doctor. Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Patients are not satisfied with the services of other departments. We are coordinators, and our ultimate goal is to do everything possible to meet the needs of patients. Open patients' hearts with sincere dedication and sincere service and win their trust.

2. To serve patients well, we should be a "walking dictionary" of hospitals that patients can't answer. As the first stop of hospital service, I have to contact people of different ages and personalities every day. How to make these people with different needs hope to come and return with satisfaction is a test of the knowledge, wisdom and communication skills of the guides. They should not only be familiar with the environmental characteristics, technology and equipment strength of the hospital, but also be familiar with the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department. We even need to know the medical characteristics of other hospitals. When we meet the needs of patients through appropriate speech and extensive knowledge, we win the trust and recognition of patients in a very short time. It builds a bridge between patients and hospitals.

Second, through various trainings, the overall quality of consultants has been improved.

The key to improving service quality lies in the improvement of service personnel's quality, but it will not happen overnight. In particular, we are faced with a newly recruited tour guide who knows nothing about the hospital, so that she can never be familiar with the environment, master certain theoretical knowledge and professional skills, and improve the quality of the tour guide by formulating relevant responsibilities, systems, codes of conduct, professional training and etiquette training, so that the tour guide can have a high professional quality. The guidance work, like other nursing work, should not be underestimated, and it is the window to reflect the quality service of the hospital. Only by understanding from this height can we actively and enthusiastically help patients who come to see a doctor.

Thirdly, the implementation of the new standards has improved the work quality and efficiency of tour guides.

Due to the lack of clear objectives in the guidance work, it is difficult to evaluate the service quality with data and it is also difficult to quantify it. Up to now, there is no special institution or course to train instructors, which is different from the training of medical nursing knowledge. In order to improve the work quality and efficiency of instructors, hospital leaders invited teachers from Lixin Company to guide the work, and planned the responsibilities, system, workflow, training plan and assessment standards of the instructors. In order to improve the work enthusiasm of consultants, break the state of doing too much and doing too little, doing well and doing poorly, a job incentive plan based on improving job responsibilities and service processes is formulated, which is linked to salary.

Fourth, scientifically manage the outpatient area and create an orderly medical environment.

Outpatients are eager to seek medical treatment, which often leads to unnecessary crowding and quarrels. If it is not handled properly, it will lead to confusion. Reading guidance nurses should be compassionate, treat patients as their friends and relatives, understand and understand the pain and troubles caused by diseases, grasp patients' mentality and various needs in time, and patiently answer their questions. At the same time, we should keep a cool head, calm patients' impatience, do a good job of persuasion, seek medical treatment in an orderly manner, and maintain the order of outpatient service. In addition, the guiding nurse is responsible for keeping the outpatient environment clean. For example, when she sees patients and their families smoking or littering everywhere, she can boldly and politely correct them, so that every patient can consciously abide by the relevant rules and regulations of the hospital and create a quiet, orderly and clean medical environment.

In a word, "guiding diagnosis" seems to be a relatively easy job, but it is not easy to be an excellent guide. You should not only pay attention to the correct appearance, but also keep a positive mood at all times and know some communication skills and simple medical knowledge. More importantly, you should have a high degree of sympathy, think about the patient's thoughts, be anxious about the patient's urgency, understand the patient, and devote yourself wholeheartedly to your work. Through the morning meeting time every day, all the consultants are trained, with good praise and wrong criticism, and continuous improvement is made in view of the shortcomings in the work, so that the consultation work can be improved, the practical difficulties can be truly solved for patients, and the social and economic benefits of the hospital can be positively promoted.

Monthly summary of hospital quality service 4

In order to actively respond to the call of the Ministry of Health and carry out the national "quality nursing service demonstration project", our hospital has also taken corresponding measures and selected two pilot departments in the hospital. As the first batch of key departments in the hospital, the Second Department of Surgery began to carry out this activity in mid-May, 20xx. All nursing staff can take the initiative and devote themselves to the "quality nursing service" activity with full service enthusiasm.

First, the goal is clear, the organization is effective, and the department that the masses are satisfied with is created.

1. With the great attention and active cooperation of hospital leaders, a hospital mobilization meeting was held in May 20xx. At the meeting, the leaders made it clear that they would give active cooperation and strong support to this work, and at the same time actively coordinate the cooperation and strong support of all relevant departments to relieve the worries of nursing staff and return the time to nurses so that nurses can better serve patients.

2. As the first batch of pilot departments, the vice president in charge of nursing and the head nurse of nursing department can do it by themselves and give strong support in human and financial resources. Learn relevant documents of the Ministry of Health in time. The head nurse organized all the nurses to interpret the connotation of basic nursing, and learned the Notice of the General Office of the Ministry of Health on Printing and Distributing the Activity Plan of 20xx Demonstration Project of Quality Nursing Service and the Notice of the Ministry of Health on Printing and Distributing Three Documents of Basic Nursing Service for Inpatients in Xinjiang Uygur Autonomous Region. With the theme of "Consolidating Basic Nursing and Providing Satisfied Services", they further understood the spirit of the documents and further improved the nurses' ideological understanding and transformation.

3. The head nurse used the opportunity of the weekly morning meeting to repeatedly emphasize the necessity and importance of this work, constantly strengthen the education of nurses' ideological quality and sense of responsibility, emphasize the service attitude, treat each patient carefully, patiently and enthusiastically, carefully check during consultation and make a correct diagnosis; In the treatment, explain patiently to the patient, get the patient's cooperation, and serve with a smile. Taking "patient satisfaction" as the perceptual standard, we should pay attention to realistic management and innovative services, formulate detailed implementation measures, clarify the responsibilities at all levels, and strive to build excellent departments that satisfy the society.

Second, effective measures to ensure service quality

1. Basic information of the department: there are 30 beds in the department and 39 beds are actually open. * * * There are 8 nursing staff in the department, including 3 with junior college education and 5 with technical secondary school education, of which 6 are nurses in charge 1 person, nurses 1 person and nurses.

2. According to the actual situation of the department, on the basis of the activity plan and implementation plan of the nursing department, the department formulated the activity plan and implementation plan of the "demonstration project of high-quality nursing service" in the second department of surgery to publicize the connotation of the basic nursing service project.

3. The department changes the scheduling mode, implements the double-shift scheduling mode, redefines the job responsibilities of nursing staff, and implements the contract responsibility system from admission to discharge, so that patients can get all-round care during hospitalization. It has achieved zero complaints and disputes from the masses, and a large number of good deeds have emerged.

4. Nurses can carry out clinical nursing services in strict accordance with basic nursing services, and finish early and late nursing work on time. At the same time, accompany the patient all the time. In particular, nursing measures such as washing, wiping and defecation for critically ill patients have been basically put in place to satisfy patients. Every day, the head nurse and the shift staff arrive at the patient's bedside on time and shift to the bedside. Ensure timely inspection and detailed handover, avoid omissions, accept patients' opinions and continuously improve the quality of nursing service.

5, in terms of medical safety and quality, the general medical staff * * * to participate in, every Monday, led by the head nurse nursing staff for safety education, general medical staff to participate in, to ensure that the 24-hour boot, in case the department has a critically ill patient or a long time to save the patient's emergency. In particular, department directors and head nurses are often called to the ward to rescue patients at night, holidays and Sundays. At the same time, the hospital has also given strong economic support, which greatly improved the enthusiasm of nurses and better served clinical patients.

6. Since the development of high-quality nursing service, strengthening basic nursing means expanding the scope of nursing work and extending the role of nurses, which undoubtedly greatly increases the workload of nurses, but these have not affected nurses in the second department of surgery at all. They still serve every patient warmly as always. In addition to the daily nursing work of patients, such as washing face, washing hair, turning over, patting back, taking a bath, cutting nails and so on. The nurse will also take the medicine to the patient's bedside and cover them. The head nurse often goes to the patient's bedside to ask about the patient's condition and the service attitude and measures of the nursing staff, and urges the nursing staff to take every patient seriously so that the patient can feel the warmth of the family. The department made a "quality nursing service mailbox" to collect all kinds of opinions and suggestions from patients.

Correct the existing problems in time. And monthly survey of patient satisfaction, satisfaction reached 100%. The nursing staff in the department have also been praised orally by patients many times. At the same time, 35 letters of commendation were received. No one complained.

Third, * * * Strive for progress through exploration * * *

"High-quality nursing service demonstration project" reinterprets the connotation of nursing work, enriches the content of nursing service, breaks the long-term nursing mode of nurses assisting doctors to treat, returns to the nursing mode, puts more emphasis on psychological nursing and life nursing, and changes the working place of nurses from the original nurse station to the ward. In the face of this series of changes, we believe that:

The challenge is unprecedented and there is no fixed pattern to follow. Only by constantly summing up and perfecting the work, * * * exploring and practicing together and * * * striving together can we wholeheartedly provide patients with all-round, comprehensive, high-quality and intimate nursing services and create a comfortable, warm and harmonious medical atmosphere.

Monthly summary of hospital quality service 5

Some people say that the guide is not like a doctor, standing at the window of the registration room, surrounded by patients, as bad as it should be. But do they know? How much trouble does the complicated medical insurance and registration system bring to patients and registration rooms? As the staff of the registration room, we should strive to overcome the complexity of the system, adapt to and master the operating system as soon as possible, speed up the service and improve the service quality. But for the sick, why can we ask them to overcome it? We must try our best to help them to reduce the trouble caused by medical insurance and registration. Moreover, working in the registration room window not only solves the problem of patients' registration trouble, but also actively diverts patients at the first time, and grasps the patient's condition and medical situation, so as to do a good job as soon as possible.

Because registration is the initial link and the first impression of patients when they come to the hospital, I can't do well in other links, but I can do well in the links I can manage. Now that we have been included in the service industry, our thinking concept will change, our service consciousness will be improved, and patients will become our customers and be regarded as "gods". Medical guidance should always be considerate of customers, provide convenience for customers and try to solve difficulties.

The new hospital has just been established, and many systems are still not perfect. Many people and individual leaders do not know the specific work of guiding doctors, let alone how to manage as the person in charge of guiding doctors, thus increasing the difficulty of my work. They think that my job should only be in the lobby, but they ignore that I am also responsible for guiding the management of doctors, and I am also responsible for guiding the management of doctors on the second and third floors, including expert clinics. Once I was patrolling the second floor, a leader told me: Why did you come to the second floor at work? Where is your post? You can't go to work. I have been thinking about this question: where is my position? What is my specific job? How? Since I am in charge of guiding doctors, I must also know about the work of guiding doctors on the second and third floors, including expert clinics. If this is a string of posts, how should I manage it? How should I do my work?

The expert clinic was for me, that is, the section chief Zhang of the medical department at that time, and asked me to arrange a person to take charge of the expert clinic. At that time, Zhang Zhiyuan didn't ask me to appoint someone to manage the specialist clinic. Considering that "Wu" is old and in poor health, she is a doctor on the third floor, and her work is relatively easy, so I arranged for her to be a doctor on the third floor, manage the expert clinic and make cotton swabs needed by experts. When the second floor, functional department and radiology department are busy, I will give it to Zhu, and the hall is mainly responsible for me and the newly hired doctor. If the newly hired doctor is not here, I will also arrange doctors on the second and third floors.

However, in this year's work, the doctors on the third floor did not obey the management and arrangement, which was related to many human factors outside. She thinks that I have no right to manage the expert clinic and arrange her work, which has a great conflict with me and even affected my work. Director Li of the nursing department failed to coordinate many times. Of course, I am also responsible. I am immature and inexperienced, and my working methods are not appropriate. Finally, it ended with an expert clinic. To tell you the truth, I am very distressed to set aside an expert clinic. I built it myself under the command of Zhang Zhiyuan. It took a lot of brains to diagnose the bed, and it was not easy to set it up bit by bit.

Monthly summary of hospital quality service 6

Through the development of high-quality nursing service, the nursing work in our hospital has gradually become standardized, the image of nursing staff in patients' minds has been greatly improved, and the satisfaction of the masses has also been greatly improved. The quality nursing service is summarized as follows:

First, strengthen organizational leadership, improve the hospitalization conditions of wards, and ensure the smooth development of the creation activities.

The leaders of the hospital attached great importance to the activity of "Quality Nursing Service Demonstration Project", set up an activity leading group headed by Dean Tian, worked out the activity implementation plan in time, held a mobilization meeting to create the activity, and made clear the responsibilities and requirements.

On the basis of hospital mobilization, Dean Tian held regular meetings of head nurses for re-mobilization and redeployment. In order to implement the spirit of the notice, all grass-roots departments organized nursing staff to learn and understand the spirit of documents related to the creation of activities, unify their thinking and understanding, clarify the objectives of activities and refine their tasks.

Two, the implementation of hierarchical management, to create a quality service nursing team.

Establishing a well-organized, well-trained, skilled and creative nursing team is the basis of achieving high-quality nursing service. First of all, to establish the image of a nurse, a nurse must wear a nurse's uniform, a nurse's hat, a nurse shoes, a badge, smile and serve, and popularize civilized language. Second, the allocation of nursing staff was further optimized. While the number of nursing staff has increased, we have taken the forms of studying abroad, in-hospital training and on-the-job study to improve the leadership and professional quality of nursing managers. Through the study, the comprehensive quality and ability of nurses have been significantly improved, the professional skills of nursing staff in the whole hospital have been strengthened, the service level has been improved, and the overall nursing professional level has reached a new level.

Third, consolidate basic nursing and continuously enrich the connotation of nursing service.

In the creation activities, the shifts should be arranged reasonably according to the work intensity, and the shifts should be increased during the daytime when the work is relatively busy and the patient needs more, so as to meet the patient's service needs as much as possible. It has solved the phenomenon of insufficient staff and uneven busy and leisure in each shift and subject, and has been recognized by the dean and nurses. Responsibility nursing has been carried out in various wards, which has strengthened nurses' sense of responsibility, completely changed the passive service that family members or patients call to see nurses when pagers ring, and now nurses constantly patrol wards and actively provide services to patients in time, thus realizing a new clinical nursing service model. Nurses should adopt the responsibility system of asking questions first and welcoming them first, set up warm notification cards, issue health education cards and diet care cards, and strengthen nurse-patient communication. Paying attention to patient-centered, strengthening basic nursing, fully implementing the responsibility system, deepening the connotation of nursing specialty and improving the overall level of nursing service have been highly praised by patients' families. Strengthened the basic nursing training of nursing staff.

Fourth, strengthen specialized nursing and effectively improve the soft power of nursing service.

While strengthening basic nursing, our hospital firmly grasps the direction and requirements of "high quality" and constantly improves the soft power of nursing service. In order to improve the level of specialized nursing, strengthen the training and assessment of professional knowledge of nursing staff, organize all departments to select typical diseases of undergraduate courses, integrate specialized nursing knowledge, revise it repeatedly, unify standards, adjust it reasonably, and provide continuous and reliable clinical information. In order to further standardize health education and change the current situation that nurses lack communication experience and art, all departments carry out health education activities, give full play to the professional characteristics, technical advantages and service characteristics of pilot departments, tap potential, establish image and build brands.

Five, the implementation of the whole process of monitoring, continuous improvement of nursing service quality, strengthen performance appraisal.

In business management, we always adhere to the service concept of "patient-centered", constantly strengthen the quality and safety awareness of nursing staff at all levels, increase the supervision of nursing quality, and combine comprehensive inspection with individual inspection, alternately carry out vertical inspection and circular inspection, and supplement regular inspection with irregular inspection.

In order to further deepen high-quality nursing service, stimulate the enthusiasm of nursing staff, effectively implement the overall nursing responsibility system, standardize nursing behavior, strengthen safety awareness, ensure clinical nursing safety, give full play to the role of nursing quality control, supervision and inspection system, do a good job in nursing safety management, and formulate performance appraisal methods for nursing staff.

In the future work, our hospital will increase the systematic research on high-quality nursing service, establish a long-term mechanism to improve nursing service and normalize high-quality nursing service. First, strengthen the training of nursing etiquette and further shape the image of nursing staff; The second is to strengthen theoretical study and improve the professional theoretical level of nurses; Third, strengthen the operation training of nursing technology and improve the operation skills of nurses; Fourthly, improve the performance appraisal system to ensure the long-term development of high-quality nursing service in our hospital; Provide comprehensive and high-quality services for the people, satisfy patients and satisfy the society.