Ask for a list of hospital staff's criticisms and suggestions to hospital leaders. For the evening meeting! Hurry up! ! Wait online! !

1, upgrade the outpatient information system, use electronic screen to release the waiting trends of various departments immediately, and publish them online through the hospital website.

Rectification measures: Hospital leaders attached great importance to the construction of information system, and called the information department and other relevant departments to discuss and demonstrate repeatedly for many times, and formulated the Scheme of Outpatient Queue Calling System. At present, they are negotiating with Hongyang Company on software design and hardware, and have initially decided to invite public bidding for procurement in the near future. At the same time, an LED electronic display screen is set up in the publicity column of the outpatient building to timely announce the trends of doctors in various departments on weekends and holidays, which is convenient for patients to see a doctor.

2. Strengthen the guidance for patients and their families to use the appointment machine and pay fees, and reduce the time for exclusion.

Rectification measures: The hospital installed the self-service terminal of Fujian 12320 unified booking platform in the lobby, and actively guided patients to make appointments through the self-service terminal in the lobby. Under the condition that our hospital's information system connected to Fujian 12320 unified appointment platform is not perfect, the social service department of our hospital opened the extranet of hospital government affairs to connect to Fujian 12320 unified appointment platform for appointment, and actively guided patients to make use of the existing conditions to make appointments. The social service department also actively guides patients to make appointments by using the existing conditions, and issues 12320 appointment publicity cards and materials to patients. Post appointment leaflets in each clinic, and use LED to roll out information to guide patients to make appointments. In order to meet the increasing demand for appointment, the Social Service Department adopted the on-site appointment consultation hotline 3670 120 to meet the needs of patients. In addition, hospital departments have set up signs and guide boards in outpatient halls, various places in the hospital and websites to strengthen publicity.

3, outpatient flexible scheduling according to the patient's peak and trough, take medicine to queue up in order.

Rectification measures: implement flexible scheduling and peak shift scheduling to ensure that all windows are open on Mondays and during peak hours of patients. At the same time, the person in charge of each service window department takes turns to inspect the outpatient service every day to find problems in time and solve them in time. When necessary, additional personnel should be sent to the outpatient clinic to strengthen the window power to avoid the phenomenon of long queues of patients.

4, color ultrasound, CT, obstetrics and other queuing time is long, I hope to improve.

Rectification measures: During the shift handover, ensure that all the existing equipment such as color Doppler ultrasound are open, and the staff of obstetrics and gynecology clinics are in place to meet the needs of patients for medical treatment. At the same time, in order to better serve patients and meet their needs for ultrasound examination, the department will also arrange staff to work overtime at night according to patients' appointments. On the premise of ensuring the inspection quality, each color Doppler ultrasound machine is quantified, and each staff member of the department promises to complete the quantitative index of the day even if the shift is delayed.

5. It is suggested to use electronic paging to reduce the confusion of queuing, which is beneficial to protect the privacy of patients and improve the efficiency of medical treatment.

Rectification measures: "Outpatient queuing system scheme" has been determined, and negotiations on software design and hardware are under way with Hongyang Company. It is initially decided that the recent public bidding will completely improve the order of medical treatment and effectively protect the privacy of patients.

6. There are many patients, so it is suggested to increase the number of guiding nurses.

Rectification measures: Since the beginning of this year, the nursing department has recruited nursing staff in a planned way according to the actual situation of the hospital, and arranged the newly recruited nurses to rotate to the guidance posts. The social service department will also arrange consultation nurses reasonably according to the peak situation of patients' medical treatment, so as to alleviate the tension of the consultation staff during the peak period. In the future, we will continue to increase the training of outpatient consultants and volunteers, appropriately increase the number of consultants and volunteers, and carry out guidance services to facilitate patients to seek medical treatment.

(2) Service environment:

7, lunch break to suspend decoration construction, provide hot water bath at night.

Rectification measures: In order to further improve the people's medical environment, in the past two years, our hospital has vigorously implemented the popular support project, done good deeds and practical things for the people, and completed 13 practical projects for the people, including renovation projects such as outpatient hall, dental clinic center, gastrointestinal endoscopy room, outpatient and emergency department, which further improved the hospital's hardware facilities and service level. This year, the hospital continued to increase capital investment, and reformed several departments such as obstetrics, rehabilitation and geriatrics, as well as the hospital environment and publicity column, in order to continuously improve patients' medical treatment and hospitalization conditions and better serve the people. In order to ensure the quality and efficiency of the construction and decoration process and not affect the rest of patients, the general affairs department strengthened the supervision of the construction team and postponed the construction time in the afternoon until after two o'clock to ensure that no construction will be carried out during the lunch break.

The hospital attaches great importance to the hot water supply for patients during hospitalization. At present, the solar hot water engineering has been installed, and the project is expected to be completed on June 8th 165438+, which will meet the hot water supply needs of patients.

8. Continuously improve the waiting environment. Some departments with more waiting staff (such as B-ultrasound room) should set up special waiting rooms (halls) with good lighting and ventilation.

Rectification measures: The hospital has started to relocate the central oxygen supply room. After the relocation, it is planned to build a three-story outpatient annex in the original site of the oxygen supply center, and the construction of the waiting room has been included in the construction plan of the outpatient annex.

9. It is suggested to install air conditioners in outpatient consultation rooms and drug collection places, or install central air conditioners to improve the environment of patients and staff.

Rectification measures: the hospital will make overall planning and solution in combination with the construction of outpatient hall and annex building.

10, further strengthen the cleaning of the public health area of the hospital, improve the bathroom environment, level the bathroom floor tiles and add drainage facilities.

Rectification measures: The General Affairs Department has strengthened the clean management and supervision of public areas and toilets, and the renovation and improvement of toilet facilities are being gradually improved in a planned way. Carry out the evaluation activities of health mobile red flag every quarter to create a clean medical environment for patients.

1 1, the ward is equipped with a TV set and digital TV is turned on.

Rectification measures: In order to enrich patients' medical life and effectively meet the needs of inpatients to watch cable TV programs, the hospital attaches great importance to it, and has instructed the hospital office to actively contact Yong 'an Radio and Television Bureau to discuss matters related to the opening of digital TV. According to statistics, 208 digital TVs need to be installed in all wards of the hospital, and all of them have been installed and opened.

12, update equipment and facilities.

Rectification measures: This year, our hospital has updated large-scale equipment such as stone crusher, bedside X-ray machine and digital gastrointestinal machine, and added a number of large-scale equipment such as surgical power supply system, high and medium-grade ventilator, hemodialysis machine, automatic cleaning and disinfection machine and multifunctional ventilator for children, and added a number of small-scale equipment such as monitor, fetal heart monitor, ECG workstation and infant incubator. In the future, our hospital will still increase the capital investment in equipment and facilities to better meet the health needs of patients.

13, the ward of the East Hospital was moved to avoid the influence of the adjacent railway track.

Rectification measures: the relocation of the ward in the East Hospital involves a wide range, which requires the support of the government and other parties and cannot be solved for the time being.

14. Add food processing points and clothes drying points.

Rectification measures: the hospital plans to set up a food processing point in the canteen to meet the needs of patients. At present, the General Affairs Section has conducted a feasibility study on adding clothes drying points, and initially determined to set up clothes drying points in the east building of the outpatient building, the balcony on the west side of the ward building and the balcony of each ward in the comprehensive building.

15, the ward is equipped with hanging boards and cabinets.

Rectification measures: At present, all the new wards in our hospital have been installed with hanging boards and cabinets, and will be installed uniformly when the old wards are rebuilt.

16. Improve the bathroom environment in the general ward and add TV sets to the general ward.

Rectification measures: at present, our hospital is limited by conditions, and it is temporarily unable to improve the status quo of the existing old wards without supporting toilets. Our hospital is also doing everything possible to rationally allocate the existing resources, rationally allocate the rooms of departments, plan the existing places to the maximum extent, transform the general wards as much as possible when conditions permit, and then complete the construction of supporting facilities. Since the beginning of this year, the renovation of the bathroom in the rehabilitation ward has been completed, and 208 TV sets have been added to the ward.

17, there is smoking in the outpatient hall and ward, and I hope to improve it.

Rectification measures: strengthen the propaganda that smoking is harmful to health, and require every medical worker to start from himself, consciously abide by hospital rules and regulations, and not smoke in public places. At the same time, strengthen hospital inspections, arrange consultants, security guards and volunteers to carry out smoking cessation publicity and persuasion activities in outpatient clinics and wards, keep the hospital environment clean and tidy, and maintain a good medical environment in the hospital.

(3) Quality of service:

18, improve the work efficiency of medical staff and improve service attitude.

Rectification measures: strengthen outpatient information disclosure, actively guide patients to make appointments, increase holiday flexible scheduling, optimize service processes, do a good job in doctor-patient communication, strengthen health knowledge publicity, increase mutual trust between doctors and patients, and effectively improve work efficiency. At the same time, strengthen the education and assessment of medical ethics for medical staff, continue to carry out the activities of "three good and one satisfaction", high-quality nursing service activities and "three reforms, two pushes and one evaluation" to continuously improve the quality of medical services. Strengthen the education, training and assessment of medical staff and nursing staff, strengthen the education and supervision of standardized and civilized services for medical staff, conduct regular and irregular supervision and inspection, and rectify problems in time when found. The hospital will also strictly implement relevant regulations and strictly reward and punish. Give timely praise to medical staff with good medical ethics, criticize medical staff with poor service attitude, and deal with those with bad influence according to the relevant regulations of the hospital. Seriously deal with individuals who do not provide adequate services and cause complaints from patients.

19, detailed charging items, hospitalization list is sometimes not available.

Rectification measures: At present, the list of hospitalization charges in our hospital is distributed in a dual-track system, and the departments that promote quality nursing will send the list directly to the bedside table of patients by the toll collectors; The rest of the departments are sent to the ward nurse station by the toll collector, and then distributed to the bedside table by the nurse. Sometimes patients can't get the list, which may be a problem in the process of nurse allocation. To this end, the hospital department has asked the finance department to ensure that the daily patient list of the quality nursing department is sent in place, and at the same time, it should strengthen the supervision of the ward nurses to distribute the hospitalization list, strengthen the nurses' sense of responsibility, and ensure that all the hospitalization list can be sent in time and safely.

20. It is too expensive to see a doctor. Doctors are advised to prescribe medical insurance as much as possible.

Rectification measures: strictly implement the charging standards for diagnosis and treatment items stipulated by the state, and strictly control the growth of medical expenses. Strengthen supervision, continue to carry out special management activities in the field of medicine purchase and sale, continue to implement prescription review system, implement clinical pathway management, implement various systems of hospital medical quality control management, and strictly reward and punish. Improve the moral level of medical staff, seriously organize the broad masses of staff to study the Code of Conduct for Staff and Workers in Medical Institutions, and combine the activities of medical and health professionalism discussion, hospital management year, medical quality improvement, rectification, striving for Excellence and "three good and one satisfaction" to educate and guide the broad masses of medical staff to actively pay attention to doctor-patient communication according to the requirements of the code, so as to achieve reasonable examination, reasonable treatment and rational drug use, and reduce the burden on patients. By the end of 10, the average cost of medical insurance outpatient service was 105 yuan, and the average cost of hospitalization was 8 137 yuan. The proportion of drugs in hospital business income is 40.37%, which is lower than the cost control index of Sanming Municipal Government.

2 1. Strengthen the construction of Yandong Health Service Center and effectively improve the service level.

Rectification measures: In order to strengthen the construction of Yandong Community Health Service Center, firstly, invest10.3 million yuan to improve the medical environment and diagnosis and treatment environment of the center, expand the clinic of the center, and add new desks and cabinets. The second is to strengthen the informatization construction of the center, upgrade the information system, update the hardware equipment such as computers, printers and switches, and ensure the electronic management of the health records of residents in the center. The third is to increase two nurses and strengthen the technical strength of maternity ward and vaccination ward. Fourth, attach importance to personnel training, and send people to various training courses held by provinces and cities for many times to continuously improve the professional ability and level of medical staff.

22. It is hoped that the hospital can provide 1 month telephone or door-to-door follow-up service after the attending physician recovers the inpatients.

Rectification measures: The hospital adopts the methods of issuing questionnaires, holding mass symposiums, moral supervisor symposiums, holding symposiums for patients and their families on holidays, and telephone follow-up to solicit opinions and suggestions, so as to continuously improve service quality and service level. For outstanding problems involving the interests of the masses and strongly reflected by the masses, rectification can be implemented in time to do good things and do practical things for the masses. At present, there are 12 clinical departments implementing high-quality nursing demonstration wards, and the nurse in charge is responsible for the follow-up of discharged patients. However, due to conditions, it is temporarily impossible to make a telephone return visit to every discharged patient. In the future, when conditions permit, the hospital will strive to expand the return visit rate and better serve patients.

(4) Appointment:

23. shorten the appointment time.

Rectification measures: When the information system of our hospital accessing Fujian 12320 unified booking platform is not perfect, our hospital opened the hospital government extranet accessing Fujian 12320 unified booking platform to make an appointment, and at the same time actively guided patients to make an appointment through our extranet by using the existing conditions. In order to meet the growing demand for appointments, the Social Service Department uses the on-site appointment hotline 3670 120 to make appointments for patients, and actively guides patients to make appointments by telephone, Internet and lobby terminals through the unified appointment platform of Fujian Province 12320.