In order to further optimize medical services, improve patient experience, and continuously meet the growing needs of the people for a better life, this year, the National Health Commission and the State Administration of Traditional Chinese Medicine launched a nationwide theme activity to improve the experience of medical treatment and enhance the patient experience. In order to promote the practical results of the theme activities in our province, the Shaanxi Provincial Health Commission officially launched the 2023 recommendation and selection of typical cases of medical institutions in the province to improve the medical experience. From now on, Huashang Daily will open a news column of "Improving Medical Experience and Enhancing Patient Experience", selecting replicable and promotable measures to improve medical experience for special reports, fully exploring new medical service models with more scientific processes, more efficient services, more comfortable environments and more considerate attitudes, and helping to enhance people's sense of access, happiness and security in medical treatment.
How to realize the sinking of high-quality medical resources and let the masses enjoy efficiency and convenience "closely", Pucheng County Hospital has its own "problem-solving ideas". In recent years, the hospital has fully relied on assistance resources to set up a "high-quality medical service expert group" to promote the expansion of resources and truly allow patients to enjoy high-standard high-quality services at their doorsteps. In addition, through the establishment of "love for the elderly service post", optimization of processes and other measures, so that medical services are more warm.
Close co-construction to promote the development of disciplines in grassroots hospitals into the "fast lane"
"I'm so happy to be home!"
On the morning of March 22, 2023, Mr. He, a patient, held the hand of Wang Xiaogang, director of the Department of General Thoracic Surgery at Pucheng County Hospital, and his gratitude was beyond words.
"You recovered and were discharged from the hospital so quickly, and everyone is happy for you!" Wang Xiaogang congratulated him and told him the precautions after being discharged.
It turned out that 59-year-old Mr. He had chest tightness and shortness of breath for 10 years, and as his symptoms worsened, he came to Pucheng County Hospital for treatment. After investigation, he had 98% stenosis of the left anterior descending artery of his heart, and it was difficult to implant a stent. In order to solve the problem, the hospital gave full play to the help resources, invited Zhang Ping, the resident assistance expert of Xijing Hospital of the Air Force Military Medical University, to conduct a consultation, and finally determined that coronary artery bypass grafting was the best treatment. On March 12, under the guidance of Director Zhang Ping, Director Wang Xiaogang and other medical staff worked together to successfully complete the operation. After 10 days, Mr. He was cured and discharged from the hospital, which became the hospital's first non-stop jump small incision coronary artery bypass graft.
"In recent years, there has been an increase in the number of patients with coronary heart disease, and for patients with difficulty in thrombolysis or stent implantation, minimally invasive coronary heart disease surgery with small incision is chosen, which is less painful, has a short postoperative recovery time, and low hospitalization costs, which can greatly reduce the economic burden of patients. Wang Xiaogang said.
In recent years, relying on the advantages of experts such as Shaanxi Provincial People's Hospital, Xijing Hospital of the Air Force Military Medical University, and the Affiliated Hospital of Jiangsu University, Pucheng County Hospital has adhered to the principle of "please come in and go out", attaching equal importance to "blood transfusion" and "hematopoiesis", and improving its medical service capabilities in multiple dimensions. The experts have guided the development of the department's business, sat for one day a week, and have successively received more than 6,000 patients, carried out more than 400 surgeries, participated in more than 80 consultations for difficult cases, conducted more than 100 business lectures, trained nearly 1,300 medical personnel, carried out health knowledge education and free clinics more than 20 times, and served more than 2,000 people. With their intervention, the hospital has innovatively carried out 8 new projects and 14 new technologies, such as laparoscopic rectal cancer surgery, aneurysm intervention for descending aortic dissection, and radiofrequency ablation for atrial fibrillation, so that many patients can return to health.
Caring service post for the elderly, promoting the construction of "age-friendly hospitals"
"Girl, you are so sweet, if it weren't for you, I would have to walk around this building several times today to see the whole thing. While thanking the patient, Aunt Wang wanted to stuff the candy into the hands of the volunteers of the "Love Elderly Service Post".
In order to effectively solve the difficulties that the elderly may encounter when seeking medical treatment, the hospital has set up a "love service post for the elderly" at the medical guidance desk, which is specially designed to provide medical guidance services for the elderly over 65 years old, and provides "pre-diagnosis appointment assistance service" and "in-hospital escort service" for elderly patients who are not accompanied and have difficulty moving, which has won unanimous praise from patients and their families.
"In the outpatient clinic, some elderly patients often feel confused and helpless when they come to the hospital to see a doctor, so we have set up a 'love service post for the elderly' to assist them in applying for cards, paying fees and registering, guiding them to choose the correct department, and the elderly who do not know how to use mobile phones to help guide the operation, and also provide wheelchairs, walkers, crutches and other services for the elderly with limited mobility. In order to ensure the smooth medical treatment of the elderly, the hospital arranges special personnel to handle the admission and discharge procedures for the elderly who are incapacitated and have no family members to accompany them, so as to ensure that the elderly 'will not be able to operate and be taught, there will be no mobile phone to help, there will be help for those who are inconvenient to move, and there will be someone to manage if the medical treatment is not smooth'," said Qu Longfei, director of the Patient Service Center.
The hospital has also adjusted the layout of outpatient clinics, set up a "one-stop service center" to provide convenient measures such as wheelchairs and reading glasses, as well as services such as health consultation and medical guidance, opened the function of "scanning code payment between clinics", and strengthened the construction of three major centers of "chest pain, stroke and trauma", so as to continuously improve the level of medical services and enhance the people's sense of access, happiness and security.
Huashang Daily reporter Wu Jie, editor Liu Xiang