How can you tell if a hospital is good?
You might be tempted to say:
"Hospitals don't have exams like reading"
"Whether it's good or not, you'll find out after taking a test"
Don't say it, don't say it
The hospital really has an exam
Take a look at the results of this hospital:
"National Examination Results": Up 508 places!
On January 8 this year, the National Health Commission officially announced the performance appraisal results of the national tertiary public hospitals in 2022. Shenzhen Yantian District People's Hospital won the comprehensive evaluation grade of B+, with a total score increase of 107.9 points, and the national ranking increased by 508 compared with the previous year, which is at the middle and upper level of 1,521 tertiary public general hospitals in the country!
The performance appraisal of tertiary public hospitals is the most authoritative, fair and comprehensive inspection of the comprehensive strength of tertiary public hospitals at the national and provincial levels, and is the "gold standard", "baton" and "wind vane" of scientific evaluation of the medical service capacity and operation management level of tertiary public hospitals, and its assessment system includes five dimensions of medical quality, operational efficiency, sustainable development, satisfaction evaluation and government directive tasks, covering 59 evaluation indicators, of which 26 are national key monitoring indicators.
Among the 59 evaluation indicators, Yantian District People's Hospital has 33 evaluation indicators with full scores!
"Provincial examination results": up 59 places!
On April 26 this year, the Guangdong Provincial Medical Reform Office officially announced the performance evaluation results of the third-level public hospitals in Guangdong Province in 2022, with a total score of 740.9 points from the People's Hospital of Yantian District, Shenzhen, an increase of 156.6 points from last year, ranking 54th among the 121 tertiary general hospitals in the province, jumping 59 places from the previous year, and ranking among the top 45% in the province!
How are their strengths "refined"?
Improve the level of medical technology
"Let patients feel more at ease when they see a doctor!"
The construction of hospitals is not up to the mark, and the introduction of talents is not in place, which is related to the quality of patients' medical treatment.
In order to further improve the level of medical technology and medical service capacity, Yantian District People's Hospital has vigorously promoted the construction of "five centers". At present, the Chest Pain Center has been approved as a national standard chest pain center, and the Stroke Center has been approved as a provincial stroke prevention and treatment center, setting up a "highway" for the treatment of patients with acute myocardial infarction and acute cerebral infarction.
At the same time, the hospital implements the introduction project of "Wutong Famous Doctor", introduces "high-precision and cutting-edge" talents according to the needs of discipline positions, and has successively introduced 8 discipline leaders and 84 clinical technical backbones. The introduction of well-known experts from Xiangya Hospital of Central South University, the team of Professor Liu Jun of the Department of Thoracic Surgery of the First Affiliated Hospital of Guangzhou Medical University, the team of Professor Wang Jingfeng of the Department of Cardiovascular Medicine of the Second Affiliated Hospital of Sun Yat-sen University, and the team of Professor Chen Shuang of the Department of Gastrointestinal Surgery of the Sixth Affiliated Hospital of Sun Yat-sen University have been introduced, so that the people in the jurisdiction can also enjoy high-level expert diagnosis and treatment services "without leaving home".
Improve the medical experience of the masses
"Patients don't have to run around!"
When I see a doctor, I am most afraid of running around and not being able to find the department, and it is inconvenient to pay and take medicine, but these are all "small cases" in Yantian District People's Hospital~
1. Improve the diagnosis and treatment environment of patients
Yantian District People's Hospital has renovated and upgraded the triage areas of the outpatient clinics, optimized the layout and structure of the outpatient clinics, improved the setting of specialties, improved the facilities and conditions of the outpatient environment, and expanded the waiting areas for specialized clinics.
Build a "one-stop" comprehensive service center to solve various health consultations, appointment diagnosis and treatment, medical insurance consultation and other needs for patients in a timely manner, and achieve the goal of "running at most once".
On the second floor of the outpatient clinic, there is a comfortable leisure area for patients, providing waiting and convenient dining areas for patients. Improve the auxiliary facilities of the inpatient building, and do a good job in noise control of infrastructure construction, so that the comfort and sense of safety of inpatients have been greatly improved.
2. Optimize the outpatient treatment process
In this era of the Internet, Yantian District People's Hospital has expanded the "Internet + Healthcare" model to realize online and offline integrated services such as inspection result inquiry, intelligent guidance and triage, various examination reports and reminders for medication, and Internet diagnosis and treatment, effectively improving the medical experience of patients.
Outpatient patients only need to carry a mobile phone to "accurately seek medical treatment", which can not only make appointments, but also carry out inter-clinic settlement, mobile payment and other functions.
"Precise medical treatment", mobile phones can not only make appointments for medical treatment, but also carry out inter-clinic settlement, mobile payment and other functions.
01Make an appointment online at any time
Through the official account of "Yantian District People's Hospital", find "Smart Hospital", register information, click "Appointment Registration", and you can choose an appointment time and make an appointment with a doctor according to your needs. Say goodbye to the traditional mode of "queuing at the window", "making an appointment for two hours, and seeing a doctor for 10 minutes", which is time-saving and convenient.
02Use medical insurance online
The official accounts of Yantian District People's Hospital and Yantian District Maternal and Child Health Hospital have opened electronic medical insurance certificates, through which insured persons can enjoy various online medical security services, including medical insurance business processing, medical insurance account inquiry, medical insurance medical treatment and drug purchase payment.
03Electronic medical records can be queried
On the homepage of "i Yantian", residents can check and access their health records at any time through their mobile phones, including outpatient and inpatient records.
04Electronic health cards can be used
It is convenient for residents to identify in medical and health service activities, store basic health information, seek medical treatment across regions and institutions, settle expenses and provide financial services.
05Inspection reports can be queried online
You can view the inspection report online, and you don't need to take the report and go to the hospital again, saving time and effort.
06Online payment is available for outpatient treatment
There is no need to queue up for outpatient treatment, and online payment can be realized, and remote payment can be made, which greatly reduces the time of treatment.
07Hospitalization is easier
The hospitalization process is digitized, and through the official account of Yantian District People's Hospital, hospitalization diagnosis, prepayment of hospitalization deposit, inquiry of daily hospitalization list and expenses, and inquiry of discharge expenses can be carried out online. At the same time, the function of the self-service registration payment machine is optimized, so that the self-service machine can register on the same day, make an appointment for registration and pick up the number, inquire and print the inspection report and invoice, and shorten the waiting time of patients in the hospital.
Improve patient satisfaction
"Let me supervise the work of the medical staff!"
1. Strengthen staff service training
If you want to serve well, training is indispensable.
Yantian District People's Hospital regularly organizes and carries out training on medical service etiquette, harmonious communication between doctors and patients, and theoretical teaching and practical operation of narrative medicine, and does a good job in improving the professional quality of medical staff (especially for new employees) for clinical medical technicians and window department personnel.
The institute also held a 6S management kick-off meeting. Zhang Weining, Secretary of the Party Committee of Yantian District People's Hospital, the leadership team of the hospital, all middle-level cadres and officers, the director of the model department, the head nurse, and the e6S lean management promotion commissioner attended the meeting.
At the meeting, the hospital staff was trained on the basic knowledge of 6S. Through 6S management, it can effectively solve the messy and disorderly state of the workplace, improve the management of goods, equipment and documents, cultivate good working habits of employees, and provide good guidance for the hospital to further improve the service quality.
2. Strengthen supervision and inspection
If the patient is not satisfied, which part is not satisfied, who should he contact if he wants to complain? These are these problems that the hospital wants to solve more than the patient!!
(1) The outpatient customer service team led by the vice president in charge will conduct on-site supervision in the clinical departments of the hospital. Use the morning shift time or after-work time to communicate with relevant departments about the common problems and specialized problems of patient dissatisfaction, help the department find out the reasons for patient dissatisfaction, and put forward reasonable suggestions for improvement measures.
(2) According to the outstanding problems of different departments, make targeted rectification and optimization measures. For the department heads and parties who have more complaints from patients, the superintendent will personally interview and supervise them, so as to promote the improvement of service attitudes of relevant personnel and improve their understanding of satisfaction work.
(3) Strengthen the construction of medical ethics and medical style, and strengthen the management of labor discipline of employees. The leaders of the hospital led the heads of relevant functional departments to strictly check the late arrival and early departure of employees to ensure that diagnosis and treatment services were provided to patients on time.
(4) In a prominent position in the lobby on the first floor of the outpatient clinic, set up an on-site "complaint reception office". Arrange full-time staff to take turns to receive patients' complaint handling work. Listen to patients' opinions and suggestions, respond to patients' needs in a timely manner, resolve patients' contradictions, and help patients solve problems in the process of treatment.
The leadership team of the hospital visited in person
Listen to the masses
Every two weeks on Tuesdays, Yantian District People's Hospital has a leadership visit day, and the leaders of the hospital will solve their problems and doubts at the health education center on the second floor of the outpatient building of the main hospital.
This activity took the opportunity of the leader's visit to lower the threshold for ordinary people to visit, changed complaints to receive complaints and settled complaints, and enhanced mutual understanding and trust between doctors and patients.
With the efforts of all aspects, the "report card" is the best proof!
In the fourth quarter of 2023, the monitoring results of the city's medical industry service public satisfaction survey announced by the Shenzhen Municipal Health Commission show that:
In the assessment of the health system of all districts in the city, Yantian District People's Hospital scored 93.33 points in patient satisfaction among the 48 tertiary public hospitals in the city!
(1) Improve the quality of medical care and deepen the connotation of services.
Patient satisfaction is the overall feeling of patients receiving various services provided by the hospital in the hospital, and the quality and safety of medical care is one of the key factors.
In order to improve the medical quality and service connotation of the hospital, Yantian District People's Hospital has strengthened the implementation of the core medical system, carried out regular self-inspection and supervision, strengthened regular training and assessment, encouraged clinical departments to carry out new technologies and projects, strengthened whole-process quality supervision, and provided safe and effective medical services for the people in the district.
(2) Optimize the medical treatment process and improve the medical experience.
Actively build an integrated online and offline service system, improve the quality and upgrade the functions of smart hospitals, and realize cloud services such as AI navigation, appointment registration, inspection and test result inquiry, and payment, so as to make "more errands for information and less errands for patients", effectively shorten the waiting time of patients, and improve patients' experience of medical treatment.
We have continued to enrich the service projects of the "one-stop" comprehensive service center, and have carried out convenient services such as remote medical insurance settlement, on-site appointments, volunteer services, and medical consultation, and continued to optimize the treatment process to provide patients and their families with a more convenient and efficient service experience.
(3) Listen to the voices of the masses and pay attention to the demands of patients.
In view of the problem of tight parking spaces in hospitals, the hospital decisively adopted the service measure of "parking spaces for patients", all parking spaces in the hospital were reserved for patients and their families, and staff vehicles were not allowed to park in the hospital, and patients and their families no longer had to worry about parking spaces.
Patient-centered is the concept of hospital governance, timely solve patient demands, and organize relevant functional departments to establish a long-term mechanism in response to the opinions and suggestions put forward by patients, continuously optimize the service process, enhance service awareness, and provide a warm and high-quality "health answer sheet" for the people in the jurisdiction.
Source | Crystal APP
Reporter: Fan Shaohua and Qin Mengying