high-quality service, creating a brand, winning is satisfaction. In recent years, Guanzhuang Town Health Center of Anqiu City has firmly established the concept of "patient first, quality first, and service first", effectively enhanced service awareness, improved service attitude, improved service model, optimized service processes, and improved service level, and the satisfaction of the people has been continuously improved.
In the practice of serving the health of the people, on the one hand, improve service attitude and improve the people's experience in seeing a doctor. The hospital has always adhered to the service concept of " patient-centered ", integrated warm and high-quality services throughout the entire process of medical services, and actively created a "window of satisfaction for the people". Medical workers have effectively enhanced their awareness of humanistic care, vigorously advocated humanistic services, reflected humanistic care everywhere, and strived to provide warm services to improve service skills and effectiveness. Continuously optimize the service process to facilitate the public's medical treatment. The hospital focuses on windows such as charging, pharmacies, and outpatient clinics. Starting from formulating business processes that facilitate medical treatment for the people and working systems that meet the needs of patients, setting up hospitalization departments to manage inpatients, optimizing service processes, improving service facilities, beautifying the service environment, facilitating patients' medical treatment, and shortening the waiting time for patients. On the other hand, strengthen doctor-patient communication to build a harmonious doctor-patient relationship. The hospital fully respects and protects the patients' right to know and choose, strives to enable patients to obtain physical and mental health, truly respect and care for patients, and provide patients with warm, careful, caring and patient services. At the same time, strengthen patient follow-up work, open up complaint channels, conscientiously implement medical complaint handling methods, implement the first litigation responsibility system, establish and improve the doctor-patient communication system, and make timely improvements. All departments attach great importance to and unify their thinking, effectively strengthen the organizational leadership of the activities, improve the leadership responsibility system, mobilize extensively, actively participate, form a joint force to strengthen supervision and inspection mechanisms, establish supervision and inspection systems, and the activity office formulates assessment standards and conducts assessments for each department once a month. On this basis, reward the best and punish the worst, and encourage the advanced. A selection is conducted every quarter, and an advanced department is selected, and 2-3 advanced individuals are given praise and rewards; departments that are inaction and inactive are criticized and punished, and the assessment is conducted at the end of the year, and the assessment results are linked to the annual assessment ranking and the selection of the best.
Due to the in-house measures and the rigorous system, the hospital has formed a new atmosphere of striving for excellence in a series of creation activities. The hospital's style and appearance have been greatly improved, and the public's satisfaction has greatly increased, which has effectively improved the hospital's image. (report: Zhang Jiancheng, editor-in-chief: Guo Lei, submitted for review: Sun Qiang)
