The Affiliated Hospital of Southwest Medical University
Recently, Mr. Zhou, a citizen of Luzhou, Sichuan, always can't sleep well at night, but he doesn't know which department to hang up. After he was consulted through the intelligent guidance system of the Affiliated Hospital of Southwest Medical University, the system immediately recommended the corresponding department for him.
In 2023, the Affiliated Hospital of Southwest Medical University will launch many new convenient medical services, and the intelligent guidance system is one of them. Subsequently, a series of convenient measures to make patients feel "assured, caring, comfortable, warm and worry-free" have been rolled out: self-service billing, intelligent queuing, saving patients' waiting time, and smart drug dispensing system with medicine number machine, patients sit and wait to pick up medicine...... Continuously improving medical services, the hospital is making great strides towards the goal of building a "five-heart" hospital.
Diagnosis and treatment are done in one step
The new outpatient clinic specializes in the treatment of difficult and rare diseases
In November this year, the outpatient department of the Affiliated Hospital of Southwest Medical University launched a patient-friendly event: the opening of multidisciplinary outpatient clinics for intractable diseases and rare diseases.
Zhang Wei, deputy director of the outpatient department of the Affiliated Hospital of Southwest Medical University, explained that the general multidisciplinary outpatient clinic has basically determined the type of disease for the patients, and the hospital has set up more than 10 multidisciplinary outpatient clinics, such as hepatobiliary and pancreatic tumors, breast surgery, and head and neck tumors. However, it is difficult to diagnose patients in the multidisciplinary outpatient clinic for intractable diseases and rare diseases.
The patients targeted at this clinic are mainly patients who have been treated in 3 specialties or have been visited in 1 specialty for more than 3 times in a short period of time and have not yet been diagnosed, the treatment plan involves multidisciplinary, multi-system, and multi-organ treatment, which requires the coordination of multiple specialties, and patients with difficult and complex diseases referred by other hospitals.
There are more than 7,000 known rare diseases in the world. In clinical work, rare diseases involve multiple disciplines such as hematology, orthopedics, nerves, kidneys, respiratory, skin, cardiology, endocrinology, etc. Zhang Wei said that once a patient enters the multidisciplinary outpatient clinic for intractable and rare diseases after the initial screening, the team of experts from each department will communicate face-to-face with the patient and his family through a many-to-one and many-to-many approach to "tailor-made" treatment plans for the patient. In the follow-up care of patients, there are also follow-up visits by allied health professionals.
"In this way, when patients are unclear about their condition, they do not need to hang multiple departments, and they can be in place in the new outpatient clinic in one step, and the medical experience is better. ”
Patients waiting to see a doctor
Zhang Wei took out a medical record as an example, 81-year-old Granny Liu had melanoma on her ankle, and the melanoma gradually grew to the size of an egg in the past six months. Granny Liu often scratched the affected area because it was often itchy, and when she was admitted to the hospital in early December, the affected area had been ulcerated for more than a month.
Considering that Granny Liu suffered from cerebral infarction, diabetes, etc., and the lesions in the affected area were not completely clear, she was admitted to the multidisciplinary outpatient clinic for intractable and rare diseases. Specialists in pathology, bone and joint surgery, plastic and burn surgery, dermatology, and oncology came together to find out the cause of Grandma Liu's cause and give the best treatment plan.
In June last year, the National Health Commission promulgated the Interim Regulations on the Quality Management of Outpatient Clinics in Medical Institutions, emphasizing patient-centeredness, actively improving the quality and quality of outpatient medical care, giving full play to the advantages of the expert team, and providing more comprehensive and accurate medical services for patients with difficult diseases. In July this year, Luzhou proposed to build a "five-heart" hospital with a sense of medical experience and promote the hospital to optimize the outpatient service process, with the ultimate goal of improving the medical experience of patients. As a result, the Affiliated Hospital of Southwest Medical University has gradually integrated medical resources, improved the expert team of different diseases, and provided patients with more convenient medical services.
The intelligent system helps the queue
Blood collection, medicine and other calls
People-centered is not an empty slogan, and the Affiliated Hospital of Southwest Medical University runs through every detail. Li Yuan, deputy director of the hospital's outpatient department, believes that in order to allow patients to see a doctor as soon as possible, reducing unnecessary waiting time is the key.
Recently, when Ms. Wang, a citizen, went to the Zhongshan Campus of the Affiliated Hospital of Southwest Medical University to collect blood, she found that the blood collection points that were originally scattered on the 4th, 5th, and 6th floors of the outpatient clinic were all integrated into the 5th floor, with a total of 9 blood collection windows. After the optimization and transformation, many benches have been set up in front of the outpatient centralized blood collection center, and Ms. Wang does not need to queue up for a long time after taking the number, just sit and wait for the number to be called.
The blood collection center, which was put into operation in March this year, is equipped with an intelligent system that allows data to help patients queue up.
"Since the opening of the blood collection center, the average waiting time for patients has been reduced by 10 minutes. Zhou Yan, a nurse in the outpatient department of the Affiliated Hospital of Southwest Medical University, said that the nurses will send the collected blood collection tubes to the laboratory every 15 minutes, and the blood collection center deliberately chose to be built next to the laboratory department, so that the nurses do not have to run upstairs and downstairs to improve work efficiency. The time for patients to get the test report can be about half an hour in advance.
There is a medical guide station not far from the blood collection center, where patients who do not collect blood can receive containers for collecting urine, urine, sputum, etc. In the past, patients had to queue up at the blood collection window to receive containers even if they did not have blood collected. The small medical guide table is very convenient for patients.
The Affiliated Hospital of Southwest Medical University focuses on small things and starts from the details, and constantly sends warmth into the hearts of patients.
Smart drug dispensing system
The outpatient pharmacy of the hospital has continuously optimized the drug collection process by introducing a smart drug dispensing system and setting up a new medicine pick-up machine. After the patient scans the code on the number pick-up machine with the instruction sheet, the information of the drug list will be directly imported into the smart drug dispensing system, and the medicine will be sent to the drug dispensing window through the automatic conveyor belt, and then distributed by the pharmacist.
Outpatient pharmacies process 4,000 prescriptions per day. In the past, patients had to wait in a "long line" to pick up their medication, but now they only have to wait in the new chair to pick up their medication. The optimization of the medication pick-up process effectively reduces the waiting time of patients in the queue during peak hours of medication pick-up. After taking the medicine, the patient can also view the relevant medication guidance, drug knowledge, etc. in the hospital health assistant system, and can set medication reminders.
The hospital's convenience doesn't stop there. The hospital has set up new offline pharmacy outpatient services such as comprehensive outpatient clinics for drug consultation, combined outpatient clinics for anticoagulation, combined outpatient clinics for cough and asthma, and specialized consultation clinics for obstetrics and gynecology to meet the needs of the public for drug consultation. Emergency and inpatient pharmacies are "online" 24 hours a day to provide convenience for emergency and inpatient patients.
"The hospital is starting to upgrade the Internet hospital operation platform, and will fully meet the needs of offline in-hospital patients to deliver medicines to their homes in the later stage. Li Kun, a clinical pharmacist at the Department of Pharmacy of the Affiliated Hospital of Southwest Medical University, said that the whole process of patients in and out of the hospital, such as drug education, discharge medication explanation, home medication guidance and outpatient medication consultation, has been covered by pharmacy services.
Humanistic care is integrated into daily care
There is a mobile "nurse station" in the ward
On December 25, the nursing staff of the Affiliated Hospital of Southwest Medical University who have been employed for less than 5 years gathered through online and offline channels to listen to a class: strengthen humanistic care and be warm caregivers. They were taught by Li Xianrong, the head nurse of the hospital's major surgery, and Xiong Hong, the head nurse of the university's internal medicine department, who have been in the nursing industry for more than 30 years.
"The farthest distance in the world is not life and death, but the patient standing in front of the nurse, who sees only the sick, not the person. In just one sentence, Li Xianrong talked about the possible problems that nurses may have in getting along with patients, and she hopes to teach nursing staff to integrate carefulness, patience, love and responsibility into their work. Since the beginning of this year, hospital nurses have taken three humanities classes.
Paramedics attend classes
Wu Hongyan, a quality control officer of the Nursing Department of the Affiliated Hospital of Southwest Medical University, said that through the nursing seniors to lead by example and teach by example, the nursing staff's awareness of active service and humanistic care should be enhanced, and the discomfort and demands of patients should be paid attention to, the quality of nursing services should be improved, and the medical experience of patients should be improved.
The Affiliated Hospital of Southwest Medical University integrates humanistic care into the whole process of patient care.
In the Department of Orthopedic and Joint Surgery in the hospital, nurses often push a mobile nursing cart, which is equivalent to a mobile "nurse's station". "Every day, the first thing nurse Hou Dan does after arriving at his post is to push the mobile nursing cart to inspect the ward, understand the patient's urine, sleep and medication, etc., and record them in the computer that comes with the nursing cart.
"In the past, nurses needed to know about the patient, and they had to memorize it in their minds or go to the nurses' station to see it. With a mobile care cart, you can check on your patients anytime, anywhere, leaving more time to be close to them. Hou Dan said that the hospital introduced responsible nursing, which is different from the mixed use of nurses in the previous departments, and now a responsible nurse is relatively fixed in charge of patients in an area, and the relationship between medical care and nursing is closer.
Hou Dan walks through the hospital bed she is in charge of countless times a day, reminding patients to take their medications on time, relieving their preoperative nervousness, and informing patients of postoperative precautions, etc., like a "housekeeper" for patients. She also has an important responsibility: to help patients with pre-rehabilitation, "in fact, it is to teach patients some of the essentials of rehabilitation training before surgery." Compared with postoperative teaching, patients have a higher degree of acceptance and learn Xi faster. ”
For Hou Dan's meticulous and considerate service, Wang Huaijun, a family member of a patient with multiple pelvic fractures, is very satisfied. "I've lost count of how many times Xiao Hou has to come to the ward every day, anyway, he is on call. Wang Huaijun said.
Nurse rounds
In the Affiliated Hospital of Southwest Medical University, there are countless "Hou Dan", who are close to patients and win praise from patients with meticulous and thoughtful services.
The pre-service of the hospital not only includes pre-rehabilitation, but also pre-treatment and pre-hospitalization. Before admission, patients can self-bill and make appointments for examination items according to the electronic medical records of previous outpatient clinics. After the test results are issued, patients can make an appointment with a specialist number source according to their own schedule, saving unnecessary waiting. In response to the shortage of beds, the hospital has set up a pre-hospitalization service center. In other words, patients can go through the admission procedures first, complete the relevant examinations before the official admission, and then wait at home for the surgery schedule, which was previously necessary after admission. As a result, the patient's preoperative waiting time is significantly shortened.
For discharged patients, the hospital will provide follow-up services for different lengths according to their condition, such as telephone follow-up within 14 days for general surgical patients, and extended follow-up to 28 days for pregnant patients. For some patients with chronic diseases, long-term follow-up will be carried out.
Volunteers in the hospital
"One of the benefits of following up with the patient is that the patient's problems can be dealt with in a timely manner. Wu Hongyan said. Uncle Zhan suffers from diabetes, high blood pressure, etc., and has been discharged from the hospital for more than 3 months. During the follow-up by the nursing staff, it was found that Uncle Zhan's blood sugar control was not effective. Considering Uncle Zhan's inconvenience, the relevant departments of the hospital immediately organized a remote consultation to formulate a home conditioning plan for Uncle Zhan.
The Affiliated Hospital of Southwest Medical University, as a member hospital of the Sichuan Provincial Rare Disease Diagnosis and Treatment Collaboration Network, is gradually building a warm harbor for patients by connecting the details of heart-warming services.
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