The implementation of the "warm" cultural construction of the University City Hospital makes patients warm and warmer

The university urban hospital has always implemented the hospital's service concept of "patient -centered, sincere care", and conducts high -quality services around the "warm" culture, start with service details, service scope, and service process. The patient's hospitalization experience is the "warm" culture to build "fine" services.

Warm at home and provide high -efficiency and smooth discharge services for patients with home -to -home

Zhang Bo

"Nurse, I went home at the high -speed rail at 12 o'clock today. The children made an appointment to pick me up to pick me up to the high -speed rail station. I repeatedly instructed to go to the hospital door at 10 o'clock. I wonder if I could be discharged on time?"

"Zhang Bo, you can rest assured! Let's handle it in advance, you can take the high -speed rail on time and return home, drink a bowl of warm soup that your family prepares for you!"

Nurse

It is a matter of discharged discharge settlement and returning home on time.

In the context of the increasing scale of the population of across provinces, the continuous expansion of socially attracting the population and the enhancement of population liquidity, medical treatment has gradually become the norm. The proportion of patients with medical treatment in different places in the University of Traditional Chinese Medicine Hospital increased year by year. In 2021, it was 32.87%of patients with foreign patients (non -Guangzhou cities). Faced with a large number of medical patients in different places, the university urban hospital fully considered the needs of hospitalization patients in foreign countries, carried out the operation of discharge services for patients with different places, and optimized the discharge process of patients with medical treatment. Dis -hospital in a different place was "settled on the same day, and returned home on the same day", making the ticket that returned home as scheduled became the best period for treatment.

Multi -department joint services improved by functional departments such as the University Town Hospital Office and other functional departments and pilot departments to improve action groups to conduct multiple on -site visits and brainstorms on the possible causes of delayed discharge of patients in foreign countries. Influencing factors and formulating improvement plans. The first is to regulate the patient's discharge preparation service specifications, solicit the content of the preparation of the discharge, and clarify the "three implementation, ten understanding, and four notifications" of discharge preparations. It also posted a simple and easy -to -understand graphic discharge processing process guidelines, encouraged patients to apply for discharge and settlement online, and reduce patients waiting in line. The second is to further refine and implement the services, and set the duty. Each subject arranges a special person to check the medical insurance status of medical insurance patients in the undergraduate room every day. Full referral and filing procedures.

Improved the discharge service of patients with medical treatment, from the medical order, the discharge of medicine, and the treatment arrangement to the discharge of the hospital from the doctor's order, the treatment arrangement was sorted out and improved the entire process of discharge, so that foreign patients could handle the discharge procedures on time and smoothly to leave the hospital with a warmth of love with love. Home, gather with family.

Cold and warm, provide a consideration experience for patients with a micro -diagnosis and treatment for patients who go out to check

"Aunt Chen, the wind is strong outside, you have to wear a coat when you go out for inspection, change your shoes, and pay attention to the cold and warm." This is the first sentence that the nurse of the nurse who went out for or treated in the ward. In the University Town Hospital, integrating patients to go out to be integrated into humanistic care is the norm of nurses.

Last winter, the university urban hospital carried out patients to go out inspection/treatment experience improvement actions. With the temperature of the patient's temperature as the entry point, the service team was set up "warm and warm, caring unlimited love". Whether the warmth of the inspection department or the clinic is in place, whether the patient feels cold during the examination process, it feels cold, and timely checks the factors due to out -of -examination/treatment. A total of 251 patients were tracked, and the temperature of the computer room was low. The patient's experienced radiation therapy areas have launched the "radiotherapy is warm and the treatment is very warm". During the patient's radiotherapy, a heater is opened to ensure that the patient is sufficient to keep warm.

Summer has arrived, and the service team adjusts the direction of work in a timely manner. The function has transformed from tracking "heat source" to tracking "cold source". Through interviews, questionnaires conduct a "out -out examination/treatment experience" survey of the inpatients. Experience, sorting out the problems such as "the medical care has temperature, but the instrument is too cold", "the temperature of the ward air conditioner is too low", organize the "service sharing meeting of the medical technology department of the University City Hospital", and mobilize the medical technology department to pay attention to the patient's inspection experience.

The University Town Hospital builds "fine" services with "warm" culture, focuses on the shortcomings to find the gap, aims at the entry point of the service, and always seizes the keyword of "details". The sound of refined services will be deepened and practical to improve the quality of service quality.

Contribution | Guangdong University of Traditional Chinese Medicine University

Edit | Wu Yuan Tuan

Review | Cha Guanlin, Jiang Lingmei

Review | He Zhongkui

Report release | Song Liping

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