Love·I have always been in my youth at the age of 25, and I am in my prime at the age of 25. On the occasion of the 25th anniversary of the revision of "Huashang Daily", we have worked with major medical institutions across the province to record the changes and development of ho

Love · I have been in

25 years old is in youth, and 25 years old is in full bloom. On the occasion of the 25th anniversary of the revision of "Huashang Daily", we have worked with major medical institutions across the province to record the changes and development of hospitals, demonstrate major technological breakthroughs, and explore typical medical stories...starting from the "heart" to protect health.

The gold cup and silver cup are not as good as the reputation of the common people. Over the years, the First Affiliated Hospital of Xi'an Jiaotong University (hereinafter referred to as the First Affiliated Hospital of Jiaotong University), a large-scale comprehensive tertiary-level hospital that integrates medical treatment, teaching and research, rehabilitation and preventive health care, has not only provided superb medical Its first-class medical equipment is well-known in the northwest and even across the country. It provides patients with all-round medical services wholeheartedly and has won the trust and praise of the majority of patients.

Outpatient Department: Improved efficiency, considerate service "always on the road"

In recent years, the outpatient volume of the First Affiliated Hospital of Jiaotong University has been very high, with the highest number of outpatient (emergency) consultations in a single day reaching more than 17,000. The number of outpatient (emergency) patients in 2021 has reached 3.27 million, including 65,000 surgical operations. Facing a large number of patients, their families, and companions every day, how to provide them with convenient and comfortable services while ensuring safety is a huge challenge for the outpatient department of the hospital.

“Where there are crowds and congestion and long waiting times, we have to find the reasons to solve them.” Wang Ruijun, director of the outpatient department of the First Affiliated Hospital of Jiaotong University, said that the outpatient building has a total of 5 floors, covering an area of ​​53,000 square meters, and has specialized hospitals. There are outpatient clinics, general outpatient clinics, specialist outpatient clinics, special needs outpatient clinics, international outpatient clinics and more than 50 departments. Every day, comrades in the outpatient department will check "blocking points" and "find problems" in the hospital's outpatient building. Through countless "sweeping the building" actions, with a service attitude of continuous improvement, continuous optimization, continuous improvement, and working hard on details, Provide considerate services to patients.

Seeing the high demand for outpatient copying, the outpatient department set up a self-service copy machine; seeing that the patient's mobile phone was out of battery, he provided a power bank; he found that the patient did not bring a bag to take medicine and it was inconvenient to hold it in front of his chest, so he set up a self-service medicine bag. ... As long as they see that patients have needs, the staff in the outpatient department will think and do what they need. Each floor of the outpatient clinic is also equipped with a series of convenient facilities such as multi-functional consultation, registration machine, blood pressure monitor , wheelchairs, flat trolleys, hot and cold drinking water, etc. to meet the different needs of patients.

The elderly are a special group among medical patients, and helping the elderly cross the "smart gap" and solve their difficulties in seeking medical treatment is an important part of the outpatient department's services. In the First Affiliated Hospital of Jiaotong University, wherever there is intelligence, there are manual services. In addition, the volunteer service persists in going to every floor and corner of the clinic all year round to answer questions for patients and provide comprehensive guidance and treatment services. For one hour in the morning, "dandelion" volunteers, ginkgo volunteers, second-generation medical volunteers, and piano volunteers They are all taking practical actions to promote the humanistic spirit of civilization and dedication.

After the outbreak of the new coronavirus pneumonia, the outpatient clinic was the first battlefield of the epidemic. All personnel devoted themselves to epidemic prevention and control. They not only needed to respond to various situations at any time, but also implemented prevention and control measures to meet the needs of patients. When entering the door, the health code , itinerary code, temperature measurement, inquiries, etc. are checked. Although the workload has increased a lot, the staff never complained. If you see elderly patients or patients with limited mobility at the gate, you will immediately move convenience facilities from inside the hospital to outside the hospital. Set up demonstration posts for party members and use their spare time to serve special groups such as the elderly, weak, sick and disabled, and those with limited mobility. If the patient is in an emergency or special emergency, even if the nucleic acid report has not been released, the outpatient staff will "put life first" and call the doctor outside to conduct consultation while keeping a distance of more than 2 meters from the patient. The price of nucleic acid test has been reduced 7 times, each time at midnight. Some patients, because they are not clear, will pay before midnight and take the test after midnight. In this regard, the outpatient department will take the initiative to refund the patients. It is precisely by adhering to the concept of "only for patients" that the outpatient department has received many thanks and recognition.

Medical Insurance Office: Simplify the process and serve patients "endlessly"

In the past, it was a "headache" for patients to apply for medical insurance.According to the original process regulations, whether outpatient or inpatient, patients must go to the medical insurance window to handle medical insurance registration, medical insurance review, and reimbursement, and go to the charging window to handle steps such as admission, payment, and discharge checkout. Both of them need to go back and forth between the medical insurance office and the charging office. Round trip, if there is a problem, it will take several round trips. Moreover, because some patients do not know which services require medical insurance and which are only chargeable services, they often run for medical insurance and finance at one time. Not only do they have long queues at the window, but congestion in the outpatient and inpatient halls is even more common.

"Medical insurance services are patient-centered, constantly optimizing processes, breaking down departmental barriers, and providing patients with convenient and high-quality services." Wang Xiaoli, deputy director of the Medical Insurance Management Office of the First Affiliated Hospital of Jiaotong University, said that to do practical things for the masses, the whole hospital is committed to We attach great importance to it. In order to facilitate patients to handle medical insurance business, under the guidance of the administrative ward rounds of Dean Lu Yi, the Medical Insurance Office and the Finance Department have integrated the medical insurance review and financial charging window businesses to achieve medical insurance registration and medical insurance review through one window. The "one-stop" service for medical insurance reimbursement, financial charges and settlement effectively solves the problem of long queues and long queues for medical insurance patients. At the same time, a display screen is set up at the outpatient medical insurance window to display the service content; a number calling service system and waiting seats are set up in the inpatient hall. The QR code on the number drawing receipt can be scanned to prompt the number of people waiting in front; both outpatient and inpatient halls are equipped with There are guides who will step forward at any time to guide and deal with problems when patients see them. In order to facilitate Sanqin talents, retired cadres, disabled people, elderly people with mobility difficulties, etc., the hospital has set up special service windows in the outpatient and inpatient halls to provide consultation services. For example, it provides an 80-centimeter-high "low service window" for disabled people. Catering to specific groups of people. As the first hospital in the province to complete the merger of medical insurance review and financial charging window business, this move has been well received by patients.

services are endless. "Being patient-centered and problem-oriented, we must start by solving the actual problems of patients." Wang Xiaoli said that the average number of admissions for inpatients is 700-800 per day, and most of the time it is around 1,200. Usually the admission processing time is relatively short. If hospitals are concentrated, there will be queues at the window, and patients will be anxious to be admitted. In response to this phenomenon, under the guidance of Vice President Liu Qingguang, the Medical Insurance Office and the Information Center jointly optimized and reengineered the process and added self-service equipment to facilitate patients. The hospital first started self-service admission services from the urology and oncology buildings, which have high bed turnover and a large number of inpatients. As long as there are beds in the ward and the nurse makes an appointment for the bed patient, the patient will receive a text message reminder on his mobile phone. You can go to the self-service machine at the door of the ward for admission according to the time prompted by the text message. The self-service machine is equipped with a full-time guide. The patient can self-service admission, payment and medical insurance registration. It only takes one and a half minutes to complete at one time. This measure greatly facilitates patients.

In the past, for outpatient refunds, the execution department issued a refund application form and submitted a refund application. The patient took the refund application form to the refund window to handle the refund. Outpatient clinics have a large amount of refunds, such as tests, imaging, and ultrasound. Patients have to travel back and forth between departments, which is very troublesome. In this regard, the hospital has solved this problem by simplifying the process and implementing end-department review and refund in the departments where refunds are relatively large.

service is no small matter. By strengthening the construction of basic services and convenient services, continuously improving business processes, and continuously improving comprehensive service efficiency, the First Affiliated Hospital of Jiaotong University has provided civilized, high-quality, and efficient services, which has truly improved patients' medical experience and satisfaction, and has become a model for the industry to learn from. service benchmark. Huashang Daily reporter Wu Jie