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It's been a year since the annual summary of the outpatient department of the hospital 1, and I feel that what I'm doing now is similar to instructing doctors. Take a real guide doctor to receive patients at the guide desk every day. Under the correct leadership of hospital leaders and nursing department, taking patients as the center and insisting on people-oriented has pushed our work to a new level. My work is summarized as follows:
Our work includes consulting, accompanying doctors, sending doctors, communicating and coordinating, checking patients with mobility difficulties and inpatients, providing wheelchairs and flat cars free of charge, distributing various newspapers, health education publicity materials and department profiles; These things are very inconspicuous, but if they are done well, they can provide great convenience for patients, make them feel happy and gratified, and then increase their goodwill and trust in the hospital. If it is not done well, it will affect patients' evaluation of the hospital, and then destroy the overall service image of hospital medical care and education.
After working for a long time, some people will despise our work, thinking that it has neither technical content nor economic benefits, and it is trivial and hard. Without a strong sense of professionalism and responsibility, the passion of our employees can easily be exhausted in ordinary trivial matters day after day, and passion is the most valuable service quality. Losing passion in service is like losing one's soul.
First of all, establish new concepts and improve employees' sense of professional responsibility.
1, serving patients well means knowing the hospital environment and related matters. Our staff is the patient's "green card". When the patient comes to see a doctor, we are the reception staff. Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Patients are not satisfied with the services of other departments. We are coordinators, and our ultimate goal is to do everything possible to meet the needs of patients. Open patients' hearts with sincere dedication and sincere service and win their trust.
2. To serve patients well, it is necessary to be a hospital "walking dictionary" that patients can't get into the exam. As the first stop of hospital service, we have to contact people of different ages and personalities every day. How to make these people with different needs come here satisfactorily is a test of our staff's knowledge, wisdom and communication skills. We should not only be familiar with the environmental characteristics, technology and equipment of the hospital, but also be familiar with the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department. Meet the needs of patients, and win the trust and recognition of patients through appropriate conversation and extensive knowledge. It builds a bridge between patients and hospitals.
Second, through various trainings, the overall quality of employees has been improved.
The key to improving service quality lies in the improvement of service personnel's quality, but it can't be achieved overnight. We should master certain theoretical knowledge and professional skills, and improve the quality of consultants by formulating relevant responsibilities, systems, codes of conduct, professional training and etiquette training, so that our staff can have a high degree of professionalism. Our work, like other nursing work, should not be underestimated, and it is a window to reflect the quality service of the hospital. Only by understanding from this height can we actively and enthusiastically help patients who come to see a doctor.
Third, scientifically manage the outpatient area and create an orderly medical environment.
Outpatients are eager to seek medical treatment, which often leads to unnecessary crowding and quarrels. If it is not handled properly, it will lead to confusion. We nurses should be compassionate, treat patients as their friends and relatives, understand and understand the pain and troubles caused by diseases, grasp the patients' mentality and various needs in time, and patiently answer their questions. At the same time, we should keep a cool head, calm patients' impatience, do a good job of persuasion, seek medical treatment in an orderly manner, and maintain the order of outpatient service. In addition, the guiding nurse is responsible for keeping the outpatient environment clean. For example, when she sees patients and their families smoking or littering everywhere, she can boldly and politely correct them, so that every patient can consciously abide by the relevant rules and regulations of the hospital and create a quiet, orderly and clean medical environment.
Annual summary of hospital outpatient department II. 1. Raise awareness and strengthen management.
In order to ensure the normal implementation and operation of the baby-friendly hospital, the department set up a baby-friendly hospital management team to check the implementation of relevant systems and implement breastfeeding regulations, ensuring the smooth consolidation of the baby-friendly hospital achievements.
Second, pay attention to training and consolidate knowledge.
In order to ensure consistent standards, consistent understanding, consistent goals, consistent quality and consistent effect, according to the breast milk formulated by the hospital
The feeding system requires the personnel of the department to seriously implement it. At the same time, the on-the-job staff of the department were intensively retrained and theoretical examinations were organized, and the pass rate of the examinations reached 100%. Guidance training was conducted for new employees for 8 times, and the qualified rate of training reached 100%, which ensured the deepening of the quality assurance of baby-friendly hospital operation.
Three, strengthen the management of hospital infection, put an end to the epidemic.
In order to effectively control the source and route of infection in delivery room, prevent cross-infection, and truly embody the purpose of "children first, mothers are safe", under the leadership of the hospital infection department, the hospital infection group of the department is responsible for the infection management in obstetrics and pediatrics.
1. Necessary hardware measures were added, and all surgical instruments were uniformly processed, packaged and autoclaved by the supply room.
2, from the basic nursing, control the source of infection.
3. The facilities in the baby bathroom have reached one baby, one towel, one for disinfection, and ultraviolet disinfection after shower.
4. The delivery room and isolation delivery room shall implement strict disinfection and isolation system to control the number of people entering the room. Strictly carry out terminal disinfection after delivery.
5. Strengthen the infection management in the mother-infant room and intensive care baby room, scrub and disinfect infant incubator regularly and carry out daily maintenance to ensure the equipment is in good condition.
6. Regularly monitor the air and various microorganisms in the delivery room, treatment room and baby washing room, and make timely rectification when problems are found. There was no outbreak of infection throughout the year.
Fourth, strengthen obstetric management, improve medical level and ensure medical safety.
1, regular and irregular business training for department personnel, organization of difficult medical records discussion, business knowledge has been consolidated and improved.
2, pays special attention to the quality of medical record writing, the implementation of three-level doctor rounds.
3. The first-aid drugs in the delivery room are numbered and positioned, and managed by special personnel.
4, focus on monitoring and management of high-risk pregnancy, no maternal death.
5, found signs of fetal distress, immediately notify the pediatrician and anesthesiologist to assist in the rescue.
6, strictly grasp the indications and operating procedures of cesarean section, do a good job of publicity, and actively reduce the rate of cesarean section.
7. A green channel for pregnant women was opened, and pregnant women were transported free of charge.
Annual summary of hospital outpatient department, annual work summary of hospital outpatient department, head nurse of hospital outpatient department in 3 xx years.
The busy and fulfilling year is coming to an end. With the support and guidance of hospital leaders and nursing department directors, all tasks have been successfully completed. Combined with the actual situation of this department, we carried out the work in a planned way and arranged the time reasonably, which is summarized as follows:
First, the department completes the mandatory tasks as follows:
1, department nursing group attended the physical examination center 10 times.
2. Nurses participate in blood donation 1 time.
3. The nursing group participated in the 10 large-scale inspection activities.
4. Instruct nurses to participate in etiquette service for 4 times.
5.5438 June+10, Guiyang "Chuangwen" work inspection was successfully completed.
6. Complete the review of "Three Innovations and One Office"
7. Complete the inspection of a large hospital in 7.xx years.
8. Cooperate with and complete the inspection of the May 4th Center.
Second, strengthen the construction of medical ethics of nursing staff:
1, continue to implement the code of conduct for nurses and implement the civilized language of nurses in daily work. And the implementation of light makeup posts, smiling service. Continue to strengthen the awareness of active service, 3-meter smile service, so that nurses can change their concepts, improve their understanding, meet patients' needs in time, constantly improve their service attitude, strengthen high-quality nursing service, improve nursing quality, pay attention to nurse-patient communication, achieve active service, take the initiative to introduce and explain, and win the praise of patients. Dr. Zhang Yanxia received a thank-you letter from patients.
2. Continue to carry out health education. Develop diversified health prescriptions, health publicity materials, hospital newspapers and periodicals, etc. Provide health education for outpatients.
3. Issue satisfaction questionnaires to outpatients, and rectify the opinions put forward in the satisfaction survey, such as strengthening the guidance service and improving the consultation process.
4. Conduct pre-job training for newly assigned nurses, including professional quality, rules and regulations, nurses' behavior etiquette, basic nursing knowledge, professional knowledge and technical operation. Those who pass the training will get the position. This year, the instructor hired two new nurses.
Second, improve the professional quality of nursing staff: according to the content of "three basics and three strictness", train outpatient doctors, study business once a month and ask questions in the morning meeting, and train and test nurses every month. Re-train the nursing system and emergency plan, and ask the hospital nursing core system in the morning meeting of the department, so that every nurse can master and implement it skillfully.
Third, strengthen the research of nosocomial infection and related infectious diseases:
1, the outpatient hall not only provides guidance services, but also faces the problems of initial diagnosis and triage of infectious diseases, registration of patients with fever and registration of patients with intestinal infectious diseases. Lead everyone to learn triage system and first aid procedures, diagnosis and prevention knowledge of related infectious diseases, and strictly implement disinfection and isolation system.
2. Strengthen the monitoring and management of hospital infection in departments, and seriously study the classification of medical waste, the use specification of disposable materials, the storage of sterile items, the registration requirements of hospital waste, hand hygiene, etc. Strict triage and registration were carried out for patients with fever, with * * cases of fever and * * cases of intestinal infection throughout the year.
Fourth, implement high-quality nursing, be brave in innovation and improve nursing service. Carry out the service creed of "detail service, urgent people are urgent" and implement quality nursing. Nurses should start from the details and think about the patients bit by bit. Assist elderly and infirm patients to register for medicine, help patients with mobility difficulties to go through hospitalization procedures, strengthen communication with patients, and provide humanized services for patients. At the same time, by improving the working system, optimizing the service process, innovating the working mode, enriching the work connotation and strengthening the implementation of safety management, the nursing work is closer to patients, clinic and society. In addition, convenience services such as wheelchairs, flatcars, crutches and hot water have been strengthened. Free of charge to outpatients. Over the past year, there have been no complaints from 1.
Five, the quality of nursing has been continuously improved, and all work has been standardized in accordance with the evaluation standards and rules of "second-class" general hospitals, so as to standardize daily work. According to the management mode of PDCA, the outpatient quality assessment scheme is made every month, and the outpatient quality is assessed, evaluated, analyzed and improved every month to continuously improve the outpatient quality.
Sixth, strengthen nursing safety management, improve nursing risk prevention measures, effectively avoid risks, and provide patients with high-quality, safe and orderly nursing services. Constantly strengthen safety awareness education, relearn common unsafe factors in outpatient clinics, and practice emergency plans to minimize unsafe factors.
Seven, to carry out various forms of learning, improve the quality of nursing team.
Department annual business study 16 times; Operation test 12 times, theory test 12 times; Published papers 1 article. At ordinary times, we should strengthen the practice of Putonghua, and require every guiding nurse to speak fluent Putonghua.
Eight, strengthen quality management monitoring.
1, in strict accordance with the quality control standards formulated by the nursing department to improve nursing work, timely revise and improve the quality standards and assessment items of all kinds of nursing documents in outpatient department, and timely rectify and implement the problems existing in inspection and assessment.
2. The completion of various nursing indicators: 1) The intact rate of first-aid articles reached 100%; 2) The qualified rate of "three basics" assessment of nurses reached100%; 3) The qualified rate of disinfection of conventional instruments reached100%.
Nine, pay attention to personnel training and optimize the nursing team.
1, in order to improve the quality of nursing staff and optimize the nursing team, the department regularly trains doctors.
2. Actively participate in the surgical competition organized by the hospital. Two nurses in our department won the Excellence Award according to the operation competition.
3. Standardize teaching, strengthen the teaching of interns in nursing schools, stipulate qualified teachers to teach, designate department teaching leaders, standardize the management of interns, and evaluate interns.
Ten "dimethyl" review materials are being actively improved according to the requirements of hospitals and nursing departments. ten
First, shortcomings in the work.
Although the nursing work was carried out smoothly in xx years, there were no nursing mistakes and complaints, but there were also some shortcomings in the work, which were as follows:
1. Nurses' awareness of active service is not strong enough.
2. Health education is not deep enough and lacks dynamic continuity.
Annual summary of hospital outpatient department 4 1. Strengthen detail management and cultivate good work habits.
Details determine quality. Obstetrics and gynecology are random and have poor working habits. As a director, he is busy with daily affairs and neglects management. In 20____ _, he will focus on the daily quality control work, starting from small things, running quality control through his daily work, and conducting quality control once or twice a week to form norms, so that department personnel can gradually form good habits of quality control, reduce laziness and coping psychology, and really start from facilitating work and management. In addition, we should give full play to the role of quality control staff and responsible nurses, give them some daily quality control work, raise everyone's awareness of participation, mobilize general practitioners to participate in management, effectively improve self-management awareness and improve the management efficiency of gynecological rooms.
Second, strengthen business study and improve the overall professional level.
Strengthening personnel training, education and business study will be one of the most important tasks in 20 years. In view of our department's short development time, incomplete professional skills and imperfect talent echelon, our department will organize medical staff to study professional skills in superior hospitals in 20 _ _ _, strengthen the professional quality training of gynecological teams, organize monthly business learning assessment, first aid knowledge training, operation skill training and assessment, improve emergency response ability, be ready to deal with specialist first aid at any time, strengthen gynecological business strength, and require department personnel to actively participate in professional knowledge training organized by superior medical institutions to broaden their horizons.
Third, do a good job in the service and management of obstetric patients, including prenatal, intrapartum and postpartum, to improve the obstetric competitiveness of our hospital;
According to our statistics, obstetric inpatients account for about 70% of the total number of inpatients in our department, and they are also the main source of business income in our department. At the same time, the obstetric competition in our county is fierce. How to occupy a place in the fierce competition, get the recognition of the people and the trust of patients, only by improving the quality and level of service.
(1) Strengthen the construction of delivery rooms and improve the quality of personnel and hardware level. Delivery room work is an important link in the whole obstetric construction. Delivery room is a high-risk area, which is related to the life of mother and baby. After 20 years of further study by expatriates, advanced work experience and management mode have been brought back. Combined with the actual work of our department, the technical level and service level of delivery room need to be improved, and related equipment needs to be updated and introduced. Such as multifunctional delivery bed, shadowless lamp, ECG monitoring equipment, fetal head aspirator, etc.
(2) Improve the level of neonatal care and management. This is another important link in obstetric work, which requires the coordination and joint efforts of general practitioners and a scientific and standardized management model.
(3) The management of postpartum patients should not be underestimated, and it needs to be scientific, comprehensive, high-quality and caring, which not only reflects the care for patients, but also contributes to the production of good social effects.
The annual work summary of the hospital outpatient department, the head nurse of the hospital outpatient department for 5 xx years, her work plan for xx years.
The busy and fulfilling year is coming to an end. With the support and guidance of hospital leaders and nursing department directors, all tasks have been successfully completed. Combined with the actual situation of this department, we carried out the work in a planned way and arranged the time reasonably, which is summarized as follows:
First, strengthen the construction of medical ethics of nursing staff:
1, continue to implement the code of conduct for nurses and implement the civilized language of nurses in daily work. And the implementation of light makeup posts, smiling service.
2. Continue to carry out health education.
3. Issue satisfaction questionnaires to the physical examinees, and rectify the opinions put forward in the satisfaction survey, such as strengthening guidance services.
4. Conduct pre-job training for newly assigned nurses, including professional quality, rules and regulations, nurses' behavior etiquette, basic nursing knowledge and professional knowledge. Those who pass the training will be given posts.
Second, improve the professional quality of nursing staff:
Outpatient doctors are trained according to the content of "three basics and three strictness", and they study twice a week, ask questions in the morning meeting, and nurses conduct training and assessment every month. Re-train the nursing system and emergency plan, and ask the hospital nursing core system in the morning meeting of the department, so that every nurse can master and implement it skillfully.
Third, strengthen the research of nosocomial infection and related infectious diseases:
The outpatient hall not only carries out guidance work, but also faces the initial triage work of infectious diseases, leads everyone to learn the relevant knowledge of diagnosis and prevention of infectious diseases, and strictly implements the disinfection and isolation system.
Fourth, implement high-quality nursing, be brave in innovation and improve nursing service.
Carry out the service creed of "serving the details and being anxious" and implement quality nursing. Nurses start with details and think about patients bit by bit. Assist elderly and infirm patients to register for medicine, help patients with mobility difficulties to go through hospitalization procedures, strengthen communication with patients, and provide humanized services for patients. At the same time, by improving the working system, optimizing the service process, innovating the working mode, enriching the work connotation and strengthening the implementation of safety management, the nursing work is closer to patients, clinic and society.
V. Continuous improvement of nursing quality
In view of this year's hospital evaluation work, all the work was standardized according to the Standards and Detailed Rules for the Evaluation of Secondary General Hospitals, so as to standardize the daily work. Experts found many problems after the initial evaluation, and combined with the actual situation, the existing problems were rectified. According to the management mode of PDCA, the outpatient quality assessment scheme is made every month, and the outpatient quality is assessed, evaluated, analyzed and improved every month to continuously improve the outpatient quality.
Sixth, strengthen nursing safety management, improve nursing risk prevention measures, effectively avoid risks, and provide patients with high-quality, safe and orderly nursing services. Constantly strengthen safety awareness education, relearn common unsafe factors in outpatient clinics, and practice emergency plans to minimize unsafe factors.
Seven, to assist the nursing department to do a good job in the management of pressure ulcers and the safety management of falling bed. Do a good job in the registration and supervision of the inevitable pressure ulcer report, and put forward rectification opinions on the related problems of pressure ulcer nursing in time.
Xx-year work plan of outpatient department
1, improve and continuously improve medical guidance according to the evaluation requirements of secondary hospitals.
2. Continue to strengthen the professional quality and service training of medical guides.
3, comprehensive study of infectious diseases and hospital knowledge.
4. Strengthen the study of "three basics and three strictness" and lay a solid theoretical foundation.
5. Optimize the service process to better serve the people.
In the new year, we will overcome shortcomings, improve methods, strengthen management, improve services, boldly explore new ideas and methods of physical examination, and push physical examination to a new level.
The annual summary of the outpatient department of the hospital is a key year for the hospital to deepen the "management year" activities. With the care and support of hospital departments and the joint efforts of all medical staff, the medical department has successfully completed the tasks formulated at the beginning of the year with the main line of "taking patients as the center and striving to improve the quality of medical services", focusing on strengthening hospital management and standardizing medical behavior. The summary is as follows:
First, the quality of medical care is the basis for the survival and development of hospitals. It is the primary task of medical education to pay close attention to medical quality management and improve the quality of medical services in an all-round way.
(a) the completion of medical quality indicators
1. Contents of medical business indicators Last year, comments were made on the annual outpatient volume, annual patient visits, annual business income of 10,000 yuan, hospital bed utilization rate of%%, average hospitalization days, and total number of operations per day.
2. Medical quality indicators Grade A medical record rate% critical patient rescue success rate% prescription qualified rate% cure improvement rate% application single report qualified rate% three-day diagnosis rate% first-aid articles intact rate% admission and discharge diagnosis coincidence rate% component blood transfusion rate% pre-and post-operation diagnosis coincidence rate% legal infectious disease reporting rate% proportion of drug income to total income% (II) implementation of core system In 2009, medical education department paid close attention to a core system according to the actual situation of each department.
1, under the guidance of the dean or business dean, medical education insists on daily rounds to understand the implementation of the core system of each department. Especially the weak links that have not been implemented in the last year, such as: handover system, case discussion system (preoperative discussion, difficult case discussion, death case discussion) consultation system, etc. According to the feedback of the functional departments on the supervision of clinical departments, they will selectively participate in the early handover of departments, and the medical education department will timely feedback the existing problems and improvement suggestions of the departments, and track and supervise the implementation of the departments.
2. In order to understand the implementation of the system, the Medical Education Department takes irregular spot checks on medical quality control, conducts a comprehensive inspection at the end of each month, summarizes the quality control of the hospital every quarter, and focuses on supervising the problems found and the rectification.
3. Focus on implementation: the handover system in pediatrics and obstetrics and gynecology has been well implemented, and some departments have missed the handover of critically ill patients and newly admitted patients; The medical case discussion system is well implemented, the case discussion in individual departments is not standardized, and the registration is a mere formality; The consultation system of orthopedics and surgery has been well implemented, but some departments have problems such as irregular consultation procedures or irregular application forms. The clinical laboratory has done a good job in blood transfusion management; Radiology insists on watching films every day and discussing difficult cases; Emergency department of critically ill patients rescue records; Adhere to the business study of anesthesiology department; Pharmacy has done a lot of work in the rational use of antibiotics and prescription audit. The shortcomings are that the ward round system and the three-level ward round system need to be strengthened.
(3) The writing of medical documents is the focus of medical quality management and the most direct response to medical quality. The medical education department has always attached great importance to the quality management of medical records.
1. Check the quality of clinical medical records and archived medical records, outpatient medical records, prescriptions and medical skills every month, check the writing of application forms and reports, implement the existing defects to individuals according to their duties, give regular feedback and rectify the existing problems.
In the whole year, our department randomly selected 6 19 clinical medical records, 605 first-class medical records and 4 second-class medical records, and the rate of first-class medical records was 97.7%. 720 archived medical records were randomly selected, including 709 Grade A medical records, 709 Grade B medical records 1 1 copy, the rate of Grade A medical records was 98.4%, and there was no Grade C medical records.
2. Carried out the training of Hubei Medical Document Writing Standard (XX Edition), focusing on young doctors' document writing.
3, medical documents written more standardized doctors are:
The report forms of B-ultrasound room, pathology department and electrocardiogram room are relatively standardized, but the signatures of individual doctors in radiology department are not in place.
4. The problems existing in medical documents are as follows: (1) The signature of superior doctors is not timely; (2) The daily course record is not timely; (3) The records of third-level doctors' rounds are not in place; (4) The typesetting and format of electronic medical documents are not standardized. In view of these problems, we will continue to strengthen supervision in the future work, organize special training by using business study time, strengthen doctors' sense of responsibility, and strive to correct the root causes.
(D) Discipline construction
1. The preparations for the pain clinic have been completed.
2. The blood purification center was established, which started smoothly and made good progress.
(5) The major event was a complete success.
The special activity of "100-day medical safety trip" was carried out in our hospital from March to June, 20 14, and was summarized in mid-June.
2. On July 30th, based on the special activity of "100-day medical safety trip", our hospital launched the activity of ××× Year of Hospital Management and the activity plan of "100-mile medical quality trip".
3. The "Special Medical Quality Improvement Activity" was launched on May 438+February 1 1 day. This year, the medical quality of our hospital has been significantly improved, medical disputes and complaints have been significantly reduced, and it has won a good reputation in the society.
Second, medical safety.
In XX, we will carry out medical safety work closely around the principle of "safety first, prevention first", strengthen the study and education of laws and regulations, strengthen the awareness of practicing according to law, strengthen system management, standardize medical behavior, strengthen the training of "three basics and three strictness", continuously improve the level of diagnosis and treatment, put an end to medical errors and accidents, and prevent medical disputes.
(1) Since the establishment of the "Office for Handling Medical Disputes" and the promulgation of the "Measures for Handling Medical Disputes" last year, the mechanism for handling medical disputes in our hospital has been further improved. In view of some details of last year's Measures for Handling Medical Disputes, this year's Supplementary Provisions on Handling Medical Disputes was issued, which further implemented the accountability system for medical disputes in our hospital.
(2) Adhere to the system of daily rounds between the dean or business dean and the medical education department, continue to emphasize the reporting system of adverse events in the department, and find medical safety hazards. The early intervention of the medical education department has achieved good results, and at least three major medical disputes have been avoided this year.
(3) Under the great attention of hospital leaders, medical safety was repeatedly emphasized at hospital mobilization meetings, middle-level cadres' meetings, and scientific and technological affairs meetings, so that the medical safety awareness of hospital staff was significantly strengthened compared with last year. What is particularly commendable this year is that doctors dare to face patients' families and directly participate in negotiations.