It is wide to receive patient's intelligence and optimize the procedure The hospital of Zhongshan improves the service from complaining

It is wide to receive patient's intelligence and optimize the procedure The hospital of Zhongshan improves the service from complaining
Author: Gu Yong Cai Qing Wang exceeds gracefullyIn the subsidiary hospital of Zhongshan of Fudan University, the service window of the blood screening test lab is mostly close to the bathroom, and there are two reaction type faucets, so as to help the patient launch a series of auxiliary examination such as urine examination. Since June of this year, receive the successful experience of dealing with appeal still extensive " transplants " in clinic Get to the other departments of the hospital, offer more humanized visit environment to patient. In the subsidiary hospital of Zhongshan of Fudan University, the service window of the blood screening test lab is mostly close to the bathroom, and there are two reaction type faucets, so as to help the patient launch a series of auxiliary examination such as urine examination. This slight humanization is set up, stem from the patient's appeal. The reporter learns from this institute recently: It is difficult to diagnose the illness in order to relieve a patient, the hospital clinic pay attention to every patient's complaining, and rectify and improve and analyze; The clinic still complains the norm service received at every service window. Action these make the intersection of hospital and the intersection of clinic and service quality rise obviously, the intersection of patient and than drop to some extent in the past person who complain.Data reveal Zhongshan the intersection of hospital and daily the intersection of clinic and quantity up to 8000 to 10000 people, even if Saturday, the clinic amount can also be up to about 4000 people. Go to a doctor in the huge clinic in the crowd, 2/3 concentrate on seeking medical advice in the morning. Go to a doctor link more and time relatively centralized, make clinic serve into " the major part " which a patient complains . One reveals, to in the patient which the hospital unsatisfieds to social investigation which the patient complained, 5% will complain directly, 26% will complain about person around. Fan ZhongZhen, head of the outpatient department of hospital of Zhongshan, says, the clinic which the hospital places on record per month complains that is nearly 100 to more than 160, in fact to serving more patients that is discontented with. In all kinds of appeal, about 80% are for medical care, twenty percent are the appeal which is for the medical result.Science dissolves a patient to complain, not merely can reduce unnecessary doctors and patients' dispute, can become the starting point that clinic improves the service even more. Fan ZhongZhen and colleague do not forget to combine and complain the record when listening to the patient complain carefully, summarize and analyze, improve the system loophole from it. Have the period of time, the clinic receives several patients to complain in succession: When blood drawing is tested, the personal suitcase is stolen. The outpatient Office designs the countermeasure, set up independent guard at each blood drawing window for this, and it is easy to get in touch and facilitate patient's pannier to hold. Has changed and brought the result small, not only suffer loss by theft the phenomenon falls sharply, a lot of patients but also think the independent space has protected the individual privacy. Complain patient hospital and it reflect,it last information desk, auxiliary examination at clinic with to making, if you can't set up, register by platform,etc. by oneself at the same time, have further facilitated disease.From test to charge, from the consulting room to the waiting area, the knowledge which deals with the appeal is " sinking " progressively To each service window of the clinic of the hospital of Zhongshan. In the blood screening test lab, all survey reports have realized that publish the report on the same day. I had never expected, the patient's appeal rises and " increases accordingly " with serving quality too : Much Specialist Clinic only opened quite a while ago, the survey report " makes " on the same day ,But Specialist Clinic is over, click as patient's new appeal again. The clinical laboratory consulted and tried to solve with the outpatient Office actively while finding out about the fact after receiving to a patient to complain. Fan ZhongZhen says, nowadays it is possible for so long as the clinic doctor, all arrange the clinic all day, try one's best to help the patient seek medical advice.Nowadays, the clinic of hospital of Zhongshan will hold patient's forum regularly, collects the intelligence from patient, optimization clinic service procedure. Since June of this year, receive the successful experience of dealing with appeal still extensive " transplants " in clinic Get to the other departments of the hospital, offer more humanized visit environment to patient.With the enhancement of health consciousness, people pay more and more attention to with the life closely bound up health problem, such as the food security, medical treatment is ensured, medical information,etc., healthy life should be from understanding information begins!More excellent health information please enter:News channel
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