At the beginning of the establishment of the center, the standardization construction was put in the first place, and five internal institutions were established: administration department, finance department, nursing department, catering department and logistics department. Every job, every post and every process of each department has been standardized, and more than 60 words have been formed, including job responsibilities, working procedures, employee codes, reward and punishment systems and attendance systems. Every employee and manager knows what to do, how to do it, and to what extent, so that all the work can run orderly and effectively in an institutionalized and standardized way. In 2009, the center passed the ISO900 1 quality management system certification. In order to adapt the system to the needs of work development, we will review all the systems every year. If we find anything that is not suitable for the actual work or needs to be supplemented, we will modify or supplement it in time, so that all rules and regulations can keep pace with the times and truly play a role in standardizing management.
Second, clear responsibilities and pay close attention to implementation.
The center has formulated the post target responsibility system, which decomposes the post targets into departments, teams and individuals one by one, so that everyone is responsible and everyone has a task. Individuals are also required to have records during work, floors and old people are identified, and the assessment team is audited to ensure that posts are recorded and services are identified, and daily assessment is combined with year-end assessment. In order to facilitate the supervision of the elderly and their families, each apartment building has a suggestion box, and the center will also announce the relevant systems, work processes and job responsibilities to the public, so that the elderly can know what services they should enjoy, what requirements they have and what the effect is. At the same time, a meeting of the Elderly Life Committee is held every month to solicit the opinions and suggestions of the elderly on service and management. In order to ensure the safety of the elderly who live in the center, the center has set up a leading group for safety production headed by the main leaders. At the beginning of each year, the "Responsibility Certificate for Work Safety" has been signed with various departments, and each department has signed it with the person in charge of the department, and each department has implemented it to individuals and held a regular meeting on work safety once a week. The leaders of the center and the heads of various departments take turns to work at night to deal with emergencies. All floors have staff above the squad leader to be responsible for the safety of each floor, and the mobile phone is required to be turned on 24 hours a day. At night, the park security guards patrol every hour, and the doorman is on duty in turn for 24 hours, responsible for the inquiry and registration of outsiders, observing the park dynamics at any time, and earnestly taking safety precautions. The members of the safety production leading group spend half a day each month leading a team to conduct a comprehensive inspection on the management of elevators, fire hydrants, power supplies, safe passages and automatic fire fighting systems on all floors, and report the inspection results, and rectify the unqualified products within a time limit. Every year, the center also jointly organizes fire drills, personnel evacuation, high-altitude rescue, electric emergency repair, casualty rescue and other projects with the departments of public security, fire control, 120 first aid and electric emergency repair, so as to improve the self-help ability and safety awareness of employees and the elderly.
Third, sincere service and brand building.
In order to build a resounding service brand and further improve the service quality of the center, the center put forward the concept of "harmony between heaven and earth, happy pension" and actively carried out work around this service brand.
First, nursing services pay attention to details. All cadres and workers are required to treat the elderly as relatives, proceed from the needs of the elderly, aim at making the elderly happy and satisfying their families, and adhere to sincere and thoughtful service. In addition to superficial care according to the workflow and graded nursing process, the staff should treat the elderly differently according to their physical condition and living habits, master the rules and provide targeted services. Treat the elderly who can take care of themselves, while taking care of their daily lives, focus on guiding them to participate in some cultural and recreational activities to enrich their lives; Treating semi-self-care elderly people should not only help them to carry out appropriate rehabilitation training, but also ensure that they have no problems when they are independent; For the elderly who can't take care of themselves, 24-hour follow-up monitoring is adopted to provide meticulous services. Carry out extensive smile service activities among employees, be "enthusiastic, active, meticulous and thoughtful", conscientiously implement the "first question responsibility system", and ensure that the elderly have everything in place and everything has an echo. In order to solve some psychological obstacles of a few elderly people, the center has set up a social work department with a separate office, increased staff, and conducted targeted case consultation and group activities. The development of social work has played a positive role in relieving the psychological pressure of the elderly, regulating their emotions and harmonizing the relationship between the elderly. The case of "Colorful Sunshine, Colorful Life" designed by the center was awarded as "Excellent Case Award" in the "First National Collection of Elderly Social Workers' Cases" organized by China Social Workers Association in 20 12, and the center won the "First National Organization Award for the Collection of Elderly Social Workers' Cases".
Second, the catering service focuses on innovation. Eating delicious, nutritious and safe is what the old people are most concerned about. There are 26 chefs and 4 nutritionists in the central catering department. On the basis of regular visits to the elderly, they constantly introduce new dishes and new tricks to meet the diverse needs of the elderly. At the same time, the center strictly strengthens food safety management, so that the food safety level reaches the highest level-A level. The central canteen was rated as a food safety demonstration unit by the Municipal Bureau of Commerce and the Food and Drug Administration, and became one of the three units in our city that won this honor. The provincial food safety work conference held by the US Food and Drug Administration in Shandong Province also identified the central canteen as the observation point, which was well received by the participating leaders.
Third, spiritual service is pragmatic. In order to enrich and enrich the old people's life in their later years and let them spend every day happily, the center has a university for the elderly, which employs professionals from the society to teach and attract as many old people as possible to participate in the courses offered by the university for the elderly. More than 20 courses, such as handicrafts, calligraphy and painting, computer courses, Tai Chi fitness and English, have been offered successively. Up to now, * * has more than 20,000 people studying in universities for the aged. In order to help the elderly establish a correct concept of health care, the center often organizes health care and mental health lectures, which have been well received by the elderly. The Holiday Center also invites literary and art groups to perform in the center on a voluntary basis, so that the center has performances every month and activities every day.
Fourth, health care services focus on quality. The center has a community medical service station, which is connected with the medical insurance network, and employs three medical practitioners and several nurses to provide basic medical services for the elderly. Medical care for the elderly is convenient and fast. The center also has more than 580 square meters of rehabilitation center, more than 300 square meters of sports training room and more than 280 square meters of physiotherapy rehabilitation room, and is equipped with professional physiotherapists to provide rehabilitation training for disabled elderly people. In 20 12, the center founded the brand of "harmony between heaven and earth, happy old-age care", which was rated as the national excellent service brand by the Ministry of Civil Affairs.
Fourth, increase investment and enhance capacity.
Although the center insisted on high-grade and high-standard requirements at the beginning of its construction, the supporting facilities are still relatively complete. However, with the deepening of the work, there are more and more work contents and the demand for services is increasing. Therefore, in the first few years of its opening, the center has continuously increased investment and further improved various service facilities. In recent years, it has invested 165438+ ten thousand yuan, and purchased 48 sets of rehabilitation equipment and 40 sets of sports training equipment through bidding. Invested 640,000 yuan and purchased a 500 kW diesel generator set through bidding; Invested more than 300,000 yuan to purchase 17 kinds 196 pieces of service equipment such as electric mobile cars and bath beds; Bought laundry equipment worth 260 thousand yuan and expanded the laundry room; Computers worth nearly 654.38 million yuan were purchased, and a computer classroom for 20 elderly people was set up. The investment in service facilities has greatly enhanced the service capacity of the center.
Five, pay attention to fairness, effective incentives
In order to establish a scientific and standardized incentive mechanism, the center has made great efforts in the distribution system to ensure more work and more pay. First, pay by mail. After careful investigation and accounting, the center determines different posts as different post salaries, and what posts get what money. The second is excellent payment. Issued the "Interim Measures for the Selection of Star Employees in Yantai Elderly Welfare Service Center". Through customer voting, employee voting and professional examination, combined with service years, one to three-star employees are selected. Star-rated employees receive star-rated wages, implement dynamic management, and wear star-rated signs at their posts. At the same time, the photos, names, positions and star ratings of all employees will be publicized in the eye-catching position of each apartment building to facilitate the supervision of the clients. The third is to pay by responsibility. Monitor, building manager and minister all bear different responsibilities, and their post allowance is determined according to the size of their responsibilities. The fourth is the performance award. The center has introduced a "reward system" to distinguish between grades and give employees material rewards in a timely manner. The scientific distribution and incentive mechanism has achieved the goal of "rewarding the advanced and encouraging the backward".
Sixth, improve literacy and build a team.
The center attaches great importance to the professional construction of the team, and mainly recruits employees for nursing students in colleges and universities, and implements the recruitment system. After the candidates pass the exam, the center invites experts and professors to train them in professional ethics and professional skills. Qualified in training, three-month probation period expires, and qualified in examination, before they can officially take up their posts. For on-the-job employees, the center often organizes to study the principles and policies of the party and the state and relevant laws and regulations, encourages participation in professional skills training, and regularly organizes on-the-job training, knowledge contests and technical contests to continuously improve the service level of employees and their ability to respond to emergencies. The center puts forward the service concept of all for the elderly and all for the elderly. Carry out theme activities such as serving the people, striving for Excellence, staff discussion and speech contest; Themed activities such as "Managing or Serving the Elderly", "I wonder if you can say it out of our mouths", "Leave smiles to the elderly and grievances to yourself" and "Innovating and developing to create a central image" were carried out among employees. The center also actively organizes employees to participate in charity activities, sets up a charity volunteer station, calls on employees to join the ranks of charity volunteers, and organizes volunteers at the station to provide services such as chatting, reading newspapers and washing feet for the elderly and the elderly around the center.
The center adheres to the people-oriented concept of personnel management. While strictly implementing the labor law and safeguarding the legitimate rights and interests of employees, we should think about what employees think, solve their worries, care for employees from subtle points, and let employees feel the warmth of home. In order to solve the difficulties of breast-feeding workers, the center has set up a temporary room for breast-feeding workers, which can be used free of charge until the end of lactation. In order to reduce the work intensity of intensive care personnel, through many investigations, auxiliary nursing instruments were purchased, which not only improved the service quality, but also reduced the labor intensity of the staff. Opened the unit shuttle bus to facilitate employees to go to work; A relief system for employees in difficulty has been established to provide assistance to employees in difficulty. In order to keep abreast of employees' ideological trends, the Ministry of Social Affairs opened a social worker chat room in the intensive care building to provide a place for employees to pour out their worries and troubles, relieve everyone's ideological pressure and release negative emotions. At the same time, in order to enrich employees' cultural daily necessities, the center holds various activities every year on major festivals such as March 8th and May 4th Youth Day, and organizes employees to travel abroad, which enriches everyone's spare time, cultivates sentiment and enhances the cohesion of the unit.
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