In the past 20-2000, the materials for making quarterly plans of enterprises have been busy and unconsciously. Under the correct leadership of hospital leaders at all levels, the Department of Stomatology has completed various tasks of the hospital. Over the past year, there have been no medical errors and medical accidents. The members of the department have carried forward the spirit of fearlessness, tenacity and innovation and achieved certain results. Of course, there are also shortcomings. Here is a summary of the work in the coming year, so as to better complete all the work in the future, and please also ask the leading comrades of the hospital to correct me.
I. Personnel situation
At present, there are X members in the Department of Stomatology, with an average age of 30, X with bachelor's degree and X with junior college degree. There are X people in the staff, and X people are employed. Among them, there are 4 medical practitioners, assistant medical practitioners 1 person and trainee doctors 1 person.
Second, the achievements made
Compared with last year, the number of dental patients increased slightly, and the indicators of hospital performance management were well completed, and the third quarter performance management award was won. Business income has increased by about 25% compared with the same period in 2008, and the welfare of all members of the department has also improved to a certain extent, which is inseparable from everyone's concerted efforts in Qi Xin. While carrying out all the work smoothly, actively organize business study to improve their business skills, professional quality and service level. Strengthen medical safety and medical quality management, so that all indicators of preoperative and postoperative diagnosis coincidence rate can meet the hospital performance appraisal standards, and the proportion of antibacterial drugs control is far below the maximum limit. At the same time, actively develop new technologies and new businesses, and strive to broaden the scope of business, laying a solid foundation for the future development of stomatology. New technology and new business are the source of department development and the foundation of department survival.
Third, work experience.
The diagnosis and treatment of stomatology is different from other departments. Whether the communication with patients is effective or not has become a key factor for patients to choose to receive treatment in this department. Only by fully communicating with patients and gaining their trust and support, can we complete various treatment projects well and achieve good economic and social benefits to the maximum extent. As long as you fully communicate with the patient and consider the problem from the patient's standpoint, let the patient feel that you are really thinking about him. Even if your personal business level is not very high, you can establish a good reputation among the masses.
Fourth, the existing problems
Each member's team consciousness is relatively weak, professional communication is less, and active learning is insufficient, which directly affects the improvement of their professional level and quality; Individual members' awareness of personal protection is not strong, and there are hidden dangers of occupational exposure in diagnosis and treatment operations; Individual members need to strengthen communication with patients, service attitude and work efficiency, and their sense of belonging to the department needs to be cultivated vigorously.
Verb (abbreviation of verb) working ideas in the second half of the year
(1) Strengthen the internal management of the department, further strengthen the service awareness, expand the service scope, launch new projects, and demand benefits from services and new technologies.
(two) to further improve the service process, patient and meticulous communication with patients.
(3) Strengthen humanistic care, ensure medical safety and improve patient satisfaction. Asking the opinions and demands of patients and their families will nip possible disputes in the bud.
(5) Strengthen the learning atmosphere and improve the professional level. The professional quality and service consciousness of the staff in this department need to be further strengthened. We should work hard with our heart and true feelings to do every link of everything well.
Suggestions on the work of intransitive verbs
In order to improve the professional level of department members and carry out more new projects as soon as possible, it is hoped that the leaders of the hospital can arrange department members to go out for further study at an appropriate time. Because the income of stomatology business is not high, it is suggested to increase the commission ratio of the department appropriately, and at the same time reduce the public expenses such as utilities appropriately, so as to reduce the expenditure burden of the department and improve the welfare treatment of the staff in the department, so as to better stimulate everyone's work enthusiasm.
Materials for making quarterly plans of enterprises. Continue to establish and improve various rules and regulations.
Effectively ensuring medical care and patient safety is the lifeline of hospital survival and the ultimate goal pursued by patients and doctors. How to ensure the safety of patients is a topic of concern to every medical worker and every hospital administrator. For patient safety management, ensuring patient safety to the greatest extent is also the expected goal of implementing the general hospitalization system. In the final analysis, ensuring patient safety still depends on system construction.
The School of Stomatology in our hospital has just been established, and many systems need to be improved. During my tenure as chief resident, I assisted department leaders in formulating various systems, such as:
1, restore the system of night rounds and bedside shifts for critically ill patients;
2, adhere to the monthly and weekly summary report system:
3, director of the weekly theme rounds system:
4. Establish a follow-up registration system for patients with oral cancer. The establishment of these systems has standardized the responsibilities of doctors at all levels, made everyone have rules to follow, standardized their work, eliminated many medical hidden dangers, and better guaranteed medical safety. There were no medical accidents and mistakes in oral and maxillofacial surgery wards throughout the year.
Two, actively participate in the construction and publicity work of stomatological medical college (Department).
I love stomatology and actively participate in various milestones of stomatology in our hospital, such as: the establishment of stomatology college, the evaluation of master's degree in stomatology, the application for doctoral degree, and the undertaking of skills examination for oral practitioners in Guangzhou. In the master's evaluation, I work overtime all night to write articles, assist in sorting out materials, contact judges and other specific trivial work; In the skill examination for oral practitioners, I served as an examiner, strictly implemented the examination standards, and successfully completed the examination task. Stomatology in our hospital has just been established for one year, and many colleagues still don't understand it.
The branches of stomatology are becoming more and more detailed, and the division of labor among clinical departments of stomatology is becoming more and more specialized. The knowledge of stomatology needs to be popularized, and hospitalization is always a bridge to contact all departments and a propagandist of all departments. Actively write manuscripts at ordinary times, summarize the new technologies and new businesses developed by the department in time, and publish several briefings in Quality Management Briefing and Southern Briefing. Participate in coordinating the production of leaflets in this department. Different departments of stomatology, such as endodontics, oral and maxillofacial surgery, prosthodontics, orthodontics, children's dentistry, oral mucosal diseases, etc. Select the most common diseases in our department 1-2 to make leaflets to popularize oral medicine knowledge. Consciously collect, save and sort out clinical data, and often take photos and leave messages in person when encountering typical cases. Especially before and after surgery, images, pathological and surgical photos of typical cases should be collected. All the patients I manage independently will keep all the information. According to the different classification, name and hospitalization date of diseases, different indexes are established, which is beneficial to retrieval. Typical cases are made into CDs and kept separately. The collection, collation and classification of clinical data is a systematic and complex project. I often sacrifice weekends and holidays to sort out information, hoping to make my own contribution to the construction and accumulation of stomatology in our hospital. On the eve of July 1 this year, it was recommended as a southern hospital by the Stomatological Branch? Excellent * * * produced in party member? Title.
Third, participate in various operations in oral wards and emergency and consultation work in oral medicine.
There are currently 26 beds in the stomatological ward. The wards in our department are divided into three groups: tumor group, trauma group and salivary gland group. I participated in almost all the operations in three groups. As an assistant in the tumor group, as any two assistants in the other two groups. Different surgeons have different styles, high intensity and a lot of operation opportunities, which greatly improve my professional ability and surgical skills.
With the training and care of three professors in the ward, I have been able to independently complete various conventional small and medium-sized operations, and the operation is becoming more and more standardized and skilled. Emergency and consultation are the main tasks of every resident. Like the residents in my brother's department, I always arrive in time for emergency consultation, actively deal with patients with doctors in related departments and participate in the first aid of critically ill patients. There are many busy nights, many patients turning the corner, many thrilling memories and many vivid memories. It is this kind of effort that won the honor for the chief resident and saved the lives of patients. At the same time, consulting with relevant departments and cooperating with residents have broadened my knowledge and broadened my horizons.
Four, oral and maxillofacial surgery teaching and teaching work
Our department undertakes the teaching tasks of stomatology and various professional courses of stomatology department of the whole school. At the same time, there are still many interns, rotation doctors and new doctors who need training. I participated in the clinical teaching and teaching of oral and maxillofacial surgery, such as teaching oral and maxillofacial infection for the first-class preventive medicine department; Explain the medical record writing norms and medical core system for undergraduate interns of Jinan University; Explain the routine and basic theoretical knowledge of oral and maxillofacial surgery to residents and nurses many times; Participate in the formulation of clinical course plan of oral and maxillofacial surgery in stomatology.
During the undergraduate teaching of stomatology in-,I served as the teaching secretary of oral and maxillofacial surgery, undertook a large number of theoretical and practical courses, coordinated oral surgery teachers in affiliated hospitals of Southern Medical University, and completed oral teaching with high quality. At the end of this year, you won the teaching summary evaluation of stomatology college? First place? Good grades.
V. Quality control work
From-to-,he served as the first quality controller of stomatology, participated in the pre-job training of quality controllers, participated in various meetings of quality controllers in the quality control department, and undertook the inspection and trial of oral and maxillofacial surgery wards and discharged cases; Assist the director of the competent department to check cases every month; Inform the case quality and assist the ward professor to check the medical record writing; Check 20 medical records of other departments every month. In the-annual quality control personnel assessment, I was named-annual Southern Hospital after comprehensive assessment of link medical record examination, final medical record quality, participation in various quality inspections, regular meeting participation and department evaluation. Excellent quality controller? .
Research work of intransitive verbs
This year, I paid attention to the cultivation of clinical scientific research ability and experimental skills, and continued to engage in the basic and clinical application research of ameloblastoma during my doctoral period. The primary culture of ameloblastoma cells was carried out to observe the effects of various factors on their invasiveness. This experiment combined with fenestration decompression of single cystic ameloblastoma to explore the growth characteristics of the tumor, especially the invasive changes before and after treatment. Actively apply for related topics and funds, and write related scientific research articles.
One year's work as chief resident is over. What I feel most is that the chief resident is not only an important position in the department, but also a useful bridge between the department and other departments. At the same time, it is also an honor. The hard work of the chief residents in various departments has won the respect of others and the trust of patients. This is a doctor's greatest honor. In addition, general hospital work can improve their own quality. For example, the ability to coordinate all aspects of relations: the relationship between departments and organs; The relationship between relevant departments; The relationship between department leaders and general practitioners; The relationship between bed doctors and professors; The relationship between doctors and patients. The chief resident also taught me to respect others, pay attention to listening and communicate effectively. Be calm and calm when dealing with emergency patients and emergencies, dare to take responsibility, make comprehensive analysis and report in time. These abilities can't be learned in books, and they are hard to get in reading. Thanks to this position, I have been a chief resident for two years and have no regrets.
Over the past year, I have been conscientious and diligent. I have never taken a day off for personal reasons and devoted myself to all the work of stomatology. Assist the director to complete the business management of the ward and supervise the implementation of daily rules and regulations; Assist three professors in the ward to complete various operations; Handle in-hospital consultation in time. Whenever there is an emergency consultation or the doctor on duty reports the ward emergency, I always rush to the front line of the clinic, and my efforts have been affirmed by the leaders. This is the result of the care and support of the medical quality management department and the leaders of stomatology. Without the trust of leaders, it is impossible to carry out the work well. Without the trust of leaders, there is no opportunity to exercise. After the current chief resident works, I will work in the oral and maxillofacial head and neck surgery clinic, and my main responsibilities are the daily work of the oral surgery clinic, including tooth extraction and small and medium alveolar surgery. I will live up to the hope of the leaders, apply the skills gained in general hospital work to new jobs, make clinical work more detailed and specific, and better serve departments and patients.
Materials for quarterly planning of enterprises III. Strict management, efficient communication and happy work. Give full play to the enthusiasm and initiative of employees, cultivate their various abilities, make employees versatile, strengthen technical exchanges and learning between stores, and improve the overall technology and skills of the department. Strengthen communication with employees through various forms, actively publicize the company's corporate culture, enrich employees' thoughts and consciousness, and strengthen the publicity and learning of corporate culture. Reverse employees' thinking and work style, improve the service level of the department, thus creating good conditions for employees to work happily and forming a United, nervous, lively and harmonious atmosphere.
Second, it is imperative to save energy and reduce consumption and control costs. Based on the current energy consumption of our company, there is great potential for energy saving, and the engineering department will concentrate on energy-saving transformation of equipment. After 20 years, the company's energy consumption will be controlled at a more reasonable level. In the maintenance management of maintenance materials and equipment, we adhere to the principle of independent solution without looking for manufacturers, recycling and assembling, sort out scattered materials and resources in various stores, avoid repeated procurement, strengthen inspection and maintenance before the peak of equipment failure in all stores of the company, delay the aging period of equipment and strictly control maintenance costs.
Third, active maintenance, high quality, efficient and satisfactory service, change passive maintenance into active maintenance, and change after-the-fact maintenance into prior maintenance. Improve the service level of maintenance operators and provide strong hardware guarantee for the company to build a brand. Starting with the satisfaction of front-line departments and ending with the satisfaction of customers, we strive to improve the quality of maintenance and repair.
On the basis of absorbing the quality and effect of engineering work in _ _ years, we constantly sum up experience, and more deeply realize the necessity and importance of regularly inspecting the engineering work of various stores. Standardized engineering management must clearly grasp and understand the management dynamics and entity quality on site, find and solve problems in time, and standardize production behavior, which will greatly promote the good management of the whole engineering pipeline system. 20_ We focused on the following work.
(1) Pay active attention to safety, fire prevention and theft prevention. Get to work
(2) Establish service awareness and strengthen communication and coordination. Better complete the company's related outreach work.
(3) strengthen inspection, timely rectification, and correctly understand yourself at work.
(4) Carry out daily inspection and implement safety and fire prevention work.
(5) Strengthen the exchange of ideas with employees and master their mentality and stability.
(6) Improve the work service process, and strengthen initiative, coordination and coordination with various departments.
(7) Reasonably control the economic operation of the equipment and strictly control the leakage phenomenon.
(8) Strengthen the market price management of materials, equipment and accessories, and clarify the prices of various accessories and materials to control the cost.
(9) Strictly control outsourcing projects, and water, electricity and maintenance projects must be solved by themselves. Try to control the outsourcing of large-scale equipment maintenance and control the cost.
(10) Repair the old and make use of the waste, and tap the potential of employees.
(1 1) Strengthen the training of personnel's service consciousness, strive for multi-functional personnel through the training of work skills, improve the second-line image and promote the work quality of the administrative department to a higher level.
(12) resolutely implement the company's regulations on energy management, strengthen the monitoring of the use of water, electricity, gas and oil in various stores, compare the monthly expenses, and notify the user departments to control the cost.
(13) Do a good job in the construction of Store No.5 and the central kitchen.
Work schedule
I realize that as a hotel waiter, enthusiasm is very important in hotel work, but it also needs good service ability. For example, in case of emergency, the guest suddenly fainted due to myocardial infarction. If the medical staff arrive, the guest's life may be in danger. If the service personnel don't have any first aid knowledge at this time, it's useless to be enthusiastic, because it involves the technical problem of "can't". Therefore, I think as a hotel waiter, you should at least have the following service capabilities.
First, language ability.
Language is an important tool and way for waiters and guests to establish a good relationship and leave a deep impression. Language is the material shell of thinking, which embodies the spiritual cultivation, temperament and attitude of waiters. The two most important aspects that guests can feel are the words and deeds of the waiter.
When expressing, the waiter should pay attention to the natural fluency and affability of his tone, keep the speed constant, and always remain calm and polite. Words expressing respect and modesty can often ease the tone, such as "you, please, I'm sorry, if you can". In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests.
When people talk about it, they often ignore another important part of language? Body language. According to the research of related scholars, body language plays a very important role in the expression of content. When using language, the waiter should use body language appropriately, such as using appropriate gestures and actions, in conjunction with oral expression language, to create an expression atmosphere that is easy for guests to accept and satisfy.
Second, communicative competence.
Hotels are places where interpersonal communication is intensive. Every waiter will have extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day, and will have various service-based interactive relationships with guests. Handling these relationships well will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of business and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals.
Third, observation ability.
The service personnel provide three kinds of services for the guests. The first is the service needs that the guests have made clear. As long as they have skilled service skills, it is generally easier to do this well. The second is the regular service, that is, the service that should be provided to guests without reminding. For example, when a guest sits down to eat in a restaurant, the waiter should quickly pour tea for the guest and put away paper towels or towels; In the lobby, as long as a guest with a lot of luggage comes in, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, thought of or are considering.
Being good at seeing through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And providing this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters. The essence of observation ability is to be good at thinking about the guests' thoughts and deliver the service in time and properly before the guests speak.
Fourth, memory ability.
During the service, guests often ask the waiter about some hotel service items, grades, service facilities, special dishes, prices of tobacco, alcohol, tea and snacks, or urban transportation, tourism and other issues. At this time, the waiter will become the "walking dictionary" and "compass" of the guests with his usual experience or purposeful accumulation, so that the guests can know all kinds of information they need in real time, which is not only a service direction and guidance, but also itself.
Waiters often encounter substantial delays in service that guests need. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when eating. There is a long or short time difference between the presentation and provision of these services. At this time, the hotel waiter needs to firmly remember the service requested by the guests and provide it accurately at a later time. If the service requested by the guests is forced to be delayed or simply forgotten, it will have a bad influence on the image of the hotel.
Verb (abbreviation for verb) elasticity
Emergencies in service are not uncommon. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially in the case of the waiter, we should dare to admit our mistakes and apologize and compensate the guests immediately. Generally speaking, the guest's mood is a mirror of the service provided by the waiter. When there is a contradiction, the waiter should first consider whether the fault is on his own side.
Six, marketing ability
A waiter should not only complete his own job according to the working procedure, but also actively introduce other services to the guests and promote them. This is not only an important way to fully tap the utilization potential of service space, but also the need to reflect the waiter's sense of ownership and actively provide services for guests.
Although all the service departments of the hotel have specialized personnel for marketing, their main responsibility is external marketing, and internal marketing needs the waiters of all positions to do it together. Only when all the staff are concerned about the marketing of the hotel and feel the sense of market everywhere can we seize every opportunity to do a good job in the internal marketing of the guests. This requires the waiter not to wait for the request of the guests to provide services, but to be good at seizing the opportunity to sell the hotel's various service products and facilities to the guests and fully tap the consumption potential of the guests. Therefore, waiters should have a comprehensive understanding of various services and be good at observing and analyzing customers' consumption needs and psychology, so as to fully understand and sell products when customers are interested.
Now you know the contents of the hotel waiter's work plan! I hope everyone can make good use of it!
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