First, publicity and education work:
1. Electronic display screen publicity: Make full use of electronic display screen, and roll out various publicity slogans such as "Everyone participates in the city to create civilized citizens", "Advocating the harmony of civilized construction" and "The whole people mobilize Qi Xin to create a national civilized city". In our hospital, whether in the inpatient department or out-patient department, we can see the propaganda knowledge of civilization creation and feel the power of creation everywhere.
2, slogan, window publicity: make full use of posters for slogan publicity, at the same time set up a fixed publicity window in the obvious part of the hospital, vigorously promote the knowledge of civilization. In 3.20 17, our center succeeded in striving for "Top Ten Youth Civilizations of xx", actively carried out volunteer service teams to participate in community activities, organized professional service teams, carried out various forms and rich contents of volunteer service, and vigorously promoted the cultivation and practice of socialist core values.
Second, uncivilized behavior rectification activities:
1, monitored by the whole hospital to ensure timely detection and discourage all kinds of uncivilized behaviors.
2. Make slogans and warm tips to tell everyone what uncivilized behavior is and help everyone consciously bid farewell to uncivilized behavior.
3, arrange full-time security guards, volunteers, floor inspection tour, found uncivilized behavior in a timely manner to discourage.
4, the center to create a civilized city work leading group from time to time in-depth hospital departments, supervision and inspection.
5. Using all the trade unions to convey and learn the documents related to the creation of a civilized city every Friday, and carry out the training of civilized etiquette knowledge, with everyone participating, greatly improving the civilized quality of the employees in the hospital.
6. Take smoking ban as a key work of the center, adhere to it for a long time, formulate a series of smoking ban measures, and strictly implement various smoking ban systems.
7, the implementation of employee rewards and punishments system, found that employees have uncivilized behavior, according to the rules and regulations of the hospital, informed criticism, points for employees, and included in the performance appraisal.
Three. Environmental sanitation improvement:
Hire professional cleaning personnel to clean the environmental sanitation of the whole hospital; Hire professional security personnel to be responsible for hospital security and maintain the normal order of the hospital.
At the same time, in 20 17 years, the construction task of the Chinese medicine museum was completed, and the consultation area of the Chinese medicine museum was antique, showing the characteristic diagnosis and treatment environment of Chinese medicine. The first floor clinic wall was repainted, the system plaque was replaced, the layout style and format were unified, and the posters and billboards on the hospital exterior wall were replaced, which improved the patient's medical environment and enhanced the overall image of the hospital.
Fourth, the existing problems:
Although some achievements have been made in the creation of spiritual civilization in our center, there are still some problems that are not conducive to the creation, such as insufficient attention by individual employees and great difficulty in tobacco control.
Verb (abbreviation for verb) Next plan:
In the future work, our center will further strengthen the creation on the basis of consolidating the original achievements, especially in view of the fact that individual employees' thoughts are not paid enough attention to, and carry out one-on-one assistance.
Support activities, strive for all medical staff in the center to become experts in creating, and strive to make greater contributions to the work of creating a provincial-level civilized city in our city.
Creating a civilized city is an important way to optimize the economic development environment, create a healthy, civilized and progressive social fashion, and is an important carrier to further improve the civilized quality of citizens. This year, the Suzhou Municipal Party Committee and Municipal Government put forward the goal of creating a national civilized city. National civilized city is a comprehensive honorary title of a city, and the creation of national civilized city is a comprehensive evaluation of a city's comprehensive development level. Our hospital attaches great importance to the creation of a national civilized city and regards this work as an important content to promote the connotation construction of the hospital. Focusing on the objectives, tasks and work requirements of creating a civilized city put forward by the Municipal Party Committee and the Municipal Government, under the direct leadership of the Municipal Health Bureau, we have earnestly strengthened our work leadership, defined our objectives, implemented measures, and put our responsibilities in place. We have carried out a series of activities to create a civilized city in a down-to-earth manner, established a good style of work, grasped quality services, created a beautiful environment and established a civilized image, and achieved remarkable results. Our recent work to create a national civilized city is summarized as follows:
First, strengthen leadership, improve the work responsibility mechanism, and form a good atmosphere for creating a civilized city.
The Party Committee of our college attaches great importance to the creation of civilized cities, and closely integrates the creation of civilized cities with daily life, which is included in the important agenda of our college. Strengthen leadership, strengthen responsibilities, make careful arrangements, pay close attention to implementation, and study, arrange, implement, supervise and evaluate the establishment work together with the hospital business work, and comprehensively implement it ideologically, organizationally and concretely. On June 28th, 2008, the hospital set up a leading group to create a national civilized city, with the party and government leaders of the hospital as the leader, other leading group members as the deputy heads, and the heads of the general office, medical education department, nursing department, logistics support department, outpatient department, finance department and pharmacy department as the members, who are responsible for organizing, guiding and coordinating the creation work, and determining that the general office is responsible for the specific formulation, implementation, supervision, assessment and summary of the creation activities and various measures. According to the objective requirements of the superiors for the creation of a civilized city, the leading group, combined with the actual situation of the hospital, formulated a plan for the creation of a civilized city, made clear the focus of the creation work, refined and quantified the creation objectives and specific measures, and implemented them item by item to the specific leaders in charge and the heads of functional departments, forming a good pattern of first-level work and first-level work. The leading group often holds emergency meetings to find loopholes repeatedly according to the requirements of creating a civilized city and rectify the problems found in time. In order to ensure the implementation of the work of creating a civilized city, the leading group stipulates that the members of the leading group of the hospital must always ask about the creation work in charge, and must go to the outpatient clinic 1 time or more every day, and the middle-level cadres must go to the outpatient clinic twice or more every day to deal with the problems found in time. In the critical period of the establishment work, the hospital also implemented a 24-hour standby system for management cadres above the ward director to ensure timely handling of problems. In September this year, Yin Guangzhong, secretary of the Party Committee of our hospital, personally sat in the town, and all functional departments worked overtime. It only took 10 days to complete the outpatient renovation project, including the exchange of outpatient pharmacy and registered toll collection office, the installation of electronic scrolling screen, and the unification and improvement of service signs. After the reform, the layout of outpatient service is neat and beautiful, and the process is more scientific, reasonable and convenient, which has won unanimous praise from patients.
Second, raise awareness, strengthen education and strive to improve the civilized quality of cadres and workers.
Our college insists on improving the civilized quality of cadres as a basic work to create a civilized city. Starting from the cadres' ideological reality, with "Theory of Three Represents" as the core, a series of moral education activities focusing on party spirit, professional ethics and civic morality were carried out. Organize members of the hospital center group to seriously study important documents such as comrades' important speech on strengthening the work style of leading cadres at the Seventh Plenary Session of the Central Commission for Discipline Inspection, deepening the construction of party style and clean government, and the anti-corruption struggle, Minister's speech at the hospital management year, and Director Zhang's report at the hospital work conference in the whole city, set a new benchmark, take new measures, and strive to create a new situation in hospital work in the whole city. Organize all the staff of party member, key positions and important departments to watch the video interpretation of the Central Commission for Discipline Inspection's clean government implementation outline, arrange some staff to watch the warning education video of the province's health system to control commercial bribery, and study and implement the spirit of xx. At the same time, our hospital has made great efforts to strengthen the civic moral education of cadres and workers, insisted on civilized service and high-quality service, standardized the daily behavior of workers, made full use of hospital affairs bulletin boards, local area networks and other places to post publicity materials for creating a national civilized city, and hospital leaders used various meetings to convey the latest progress of the creation work to cadres and workers, and distributed information on civilized terms in the health industry to staff, requiring each staff member, especially window staff, to study regularly to standardize their words and deeds. Carry out dress code, smile service and civilized language in the whole hospital, vigorously advocate the social morality of being polite, helpful, loving the collective, caring for public property, abiding by the law, respecting the old and caring for the young, having a harmonious family, managing the family diligently and being United in the neighborhood, actively carry out various healthy and beneficial cultural and sports activities such as basketball games, actively organize and participate in street performances, and enrich the spiritual and cultural life of the broad masses of workers. Our hospital also started with medical ethics education, improved medical ethics records, combined the record results with assessment, strictly implemented the spirit of the relevant documents issued by the Municipal Health Bureau, such as "three prohibitions", "one-time declaration for waiting for posts" and "rotation of important posts", and combined leniency with severity, calling on the majority of medical staff to practice medicine honestly, serve sincerely and be civilized medical personnel.
The third is to stick to the key points, grasp the weak links, and constantly lead the creation work deeper.
Our institute closely combines the work of creating a civilized city with the "five major projects", focusing on the "warm project" and constantly deepening the creation work. First, the special needs clinic was launched, and the special needs clinic appointment telephone number was announced. In order to meet the needs of patients at different levels, our hospital has launched special needs clinics, where well-known experts sit and consult, and established green channels to provide full-service for patients with special needs. In the month of 65438+ 10, the hospital also announced to the public the appointment telephone number of special needs outpatient service, which greatly shortened the waiting time of patients. The second is to improve the psychological counseling hotline service and broaden the service channels. Since its opening in June 2007, the psychological hotline of our hospital has received more than 400 free psychological consultations, which has achieved good social effects. This group of young doctors also won the honorary title of Suzhou Youth Civilization. On June 5438+ 10 this year, our hospital further improved the psychological consultation hotline, allowing psychological consultation to go to the community and the people, providing special places for citizens who need further consultation in the hospital, and broadening the service channels. The third is to implement various warm service measures to continuously improve patient satisfaction. Recently, various wards in our hospital have successively introduced various warm service measures to continuously optimize hospitalization services, such as teaching patients to practice healthy yoga exercises in ward 8 and carrying out characteristic nursing in ward 4. Each ward will also print the contact telephone number and mental health science knowledge of the ward into warm love cards, which will be distributed to patients when they leave the hospital, and insist on telephone follow-up or door-to-door visits to each discharged patient, care about their future life, and establish a harmonious and friendly doctor-patient relationship with their families.
Fourth, strengthen environmental governance and beautify the medical environment.
Our hospital has fully implemented the leadership responsibility system for comprehensive social management, assigned full-time staff to be responsible for hospital safety and cleaning, attached great importance to safety production, strengthened the management of public security, fire control and vehicle parking, eliminated all kinds of hidden dangers such as fires, and put an end to all kinds of accidents. Strengthen environmental sanitation, pay attention to the appearance of the hospital, beautify and optimize the environment. Each functional department is responsible for all kinds of work, especially the health of outpatient service. The person in charge is responsible for cleaning at any time, and the toilet is cleaned every half hour. Strengthen the supervision of food hygiene in canteens, ensure that all kinds of health certificates of canteen staff are complete, set up smoking rooms, and prohibit smoking in public places. Through a series of environmental management, the hospital environment has been greatly improved, creating a civilized, clean and beautiful medical environment.
In the work of building a national civilized city, our hospital has mobilized and acted quickly, and achieved remarkable results, but there are still some problems. For example, a small number of employees do not have a deep understanding of the importance of creation and have some negative ideas about creation. In the future, we will further strengthen publicity and education, implement the responsibility system, take the work of creating a national civilized city as a long-term task, earnestly consolidate the creation results, and contribute to Suzhou becoming a national civilized city at an early date.
According to the documents of the municipal party committee and the municipal government on creating a national civilized city and the spirit of the meeting, the hospital responded positively, fulfilled its responsibilities and further standardized its service behavior. The completion of the task of building a civilized city in 20 17 of the Municipal Hospital of Traditional Chinese Medicine is summarized as follows:
First, actively carry out city creation activities.
1, publicity. Through the hospital website, hospital newspaper, Weibo, hospital publicity column, hanging banners, LED display screen and other forms to publicize the great significance of creating a national civilized city, so that the work of creating a city is well-known and deeply rooted in the hearts of the people; Publish the latest progress of hospital city creation on cooperative media such as Northern Network, actively create an atmosphere of civilized creation, timely publicize advanced models, experiences and practices in city creation, discuss hot issues in creation activities, raise awareness, unify thoughts, and form a strong atmosphere of * * * creation * *.
2. Moral education. Combining the selection activities of "Moral Lecture Hall" and "Smiling Service Star" with the advanced deeds report meeting, the typical mechanism of moral selection and commendation in the hospital has been improved, and the professional ethics level of medical staff has been continuously improved. Carry out activities such as "touching life" feedback collection and "medical professionalism" discussion essay, and cultivate a healthy and positive attitude and good interpersonal relationship. Carry out a series of activities to create high-quality services in window departments and promote the construction of soft environment in hospitals.
3. Volunteer service. Establish and improve the leadership system of volunteer service organizations, build volunteer service teams, consolidate the foundation of volunteer service, improve the management mechanism, formulate strict systems and norms, clarify the responsibilities and obligations of volunteer service, and improve the management level. Organize hospital youth volunteers regularly, go deep into the community and beautify the environment; Helping the disabled month is a free clinic for the disabled children; Free clinic and free rehabilitation training guidance for children in welfare homes; Organize rehabilitation department to participate in the first free clinic in Liaoning Province organized by Liaoning Association of Integrated Traditional Chinese and Western Medicine, publicize the characteristics of hospital rehabilitation treatment, and distribute 500 health education leaflets. The further innovation of volunteer service carrier has promoted the normalization of volunteer service activities like Lei Feng.
4. Civilization creation. Carry out the activities of "speaking civilized words, doing civilized things and being civilized people" to improve the service level of the hospital and establish a good image of the hospital. In-depth development of "Building a Civilized City" activities, production and installation of public welfare posters for building a city, rolling display of videos and slogans for building a civilized city on TV and LED screens in the waiting hall of the hospital, sorting out, collecting and submitting relevant materials.
Second, create activities in which everyone participates.
1. Everyone in the hospital should be involved and pay special attention to the overall environment of the hospital. Establish a system of health and inspection and assessment for all subjects, and the cleaning company shall be responsible for the daily cleaning work. The Civilization Office of the hospital regularly organizes health rounds, conducts monthly appraisal, and strives to create a clean, beautiful, safe and convenient medical environment for patients. There are no disorderly structures, buildings, sundries and clothes drying in the hospital area; Vehicles are parked in the designated parking lot with obvious signs, spacious space and special management; The signs in the hospital are clear, and the main entrances, intersections and stairs are provided with general schematic diagrams and signs. The outpatient hall is equipped with the general plan of the hospital, and all departments are clearly marked. Signs of important departments and night clinics are eye-catching, and the main floors and departments are marked with words. Each medical area has obvious safety warning signs and no-smoking warning signs, and each ward has installed a wall-leaving system to ensure a good medical work order.
2. In order to ensure the safety of patients, the hospital set up anti-skid signs in wet areas. There are obvious warning signs in all dangerous areas such as power distribution room, oxygen warehouse and infrastructure area. At the same time, anti-skid ramps are built at major intersections to facilitate the passage of people with mobility difficulties. There is a sewage treatment station in the hospital, where sewage, wastewater and rainwater are separated and managed by a special person to treat and disinfect sewage and wastewater. The water quality treatment meets the requirements of the environmental protection department. Solid waste treatment has a sound system and standardized procedures, and the treatment conforms to the regulations. Other measures such as smoke and dust elimination, noise control, radiation protection, etc. are implemented, in line with the provisions of the environmental protection and epidemic prevention departments.
3. The hospital's green coverage rate is 35%, and there is a herb garden in the hospital. The overall layout is coordinated, creating a comfortable and pleasant medical and working environment. The hospital introduces the concept of "all for patients, all for the convenience of patients and all for the service of patients" in its daily work to create quality services. First, a series of measures have been introduced to facilitate patients. For example, the main medical service charging standards and the prices of commonly used drugs are publicized on the wall; Set up consultation, appointment and triage to facilitate patients to seek medical treatment; Set up internal and external telephones in clinics and wards to facilitate the use of patients; Publicize the photos, identities and convenience measures of the staff of the window department on the wall, and openly accept the supervision of the masses; For the seriously ill, the elderly and the disabled, flat cars and wheelchairs are provided. The second is to simplify the outpatient process. In the outpatient hall, there is a schematic diagram of the distribution of various departments, an outpatient medical guide desk, and an expert outpatient introduction column. To make medical information clear. At the same time, we will continue to improve the medical environment, set up waiting chairs at the entrance of the clinic, post maps of popular science knowledge in the corridor, create a comfortable waiting environment, and have special personnel to manage and queue up for medical treatment, so that the number of patients in the clinic will not exceed 4.
4. The hospital has also changed the workflow, canceled pricing and direct charging, implemented flexible working system in window departments such as dispensing and charging, and started working half an hour in advance in departments with large patient flow such as electrotherapy department and acupuncture hall, which effectively shortened the waiting time of patients in line, put an end to the waiting phenomenon of patients in line, and ensured that the waiting time in line in service windows such as registration, charging and dispensing did not exceed 15 minutes. At the same time, security guards patrol regularly to maintain order and ensure orderly waiting patients.
5. Medical personnel should be dressed in accordance with the regulations, with correct appearance, clean clothes and hats, and listed services. There is a sound labor system, strict assessment and inspection, and all staff members arrive at their posts five minutes in advance. At the same time, actively carry out social morality, professional ethics, family virtues, civilized etiquette education, seriously organize employees to study Theory of Three Represents, xx spirit, various documents, systems, professional ethics norms, relevant regulations and other contents, invite teachers from the Municipal People's Court to give lectures, hold etiquette training classes and other activities, further strengthen the learning effect, and make the idea of serving patients wholeheartedly widely reflected in the work. And the civilized language and service taboo of the window department are formulated, and the staff are civilized in language and kind in attitude.
6. At the weekly meeting, we should comment on the recent work of professional ethics, report and analyze the existing problems, and put forward improvement measures to ensure that the work of professional ethics is always unremitting. And strengthen institutional constraints, formulate and promulgate the Provisions of Shenyang Hospital of Traditional Chinese Medicine on Prohibiting Accepting Patients' "Red envelopes" and "kickbacks" of drugs (materials), revise the Detailed Rules for Medical Ethics Construction and Medical Service Assessment of Municipal Hospital of Traditional Chinese Medicine, and improve the risk fund system for medical ethics construction; And insist on signing the "Integrity Practice Book" and "Responsibility Book" with medical staff and related personnel to build dams and dams to prevent the occurrence of disciplinary incidents. Secondly, the monthly drug use of clinicians is dynamically observed by computer, and the drugs with the highest dose 10 are regularly reported at relevant meetings, and the drugs with abnormal dose are carefully analyzed, and corresponding measures are taken in time to ensure the standardized drug use. Implement a service quality complaint investigation system. As long as patients (the masses) have complaints, they should be carefully recorded, dealt with in time, rectified in time, linked to the assessment, and never be soft. At the same time, we should seriously deal with complaints about letters and visits, formulate a system of letters and visits in hospitals, establish a responsibility system, set up suggestion books and complaint boxes, make public complaints telephone numbers, and formulate strict complaint handling procedures to ensure that all kinds of letters and visits are well-founded and have results, and ensure patient satisfaction.