Do you know the methods of medical risk management and crisis management? Do you know anything about medical risk management and crisis management? The following is my knowledge about medical risk management and crisis management. Welcome to read.
First, medical risk management countermeasures
In the event of a crisis in the medical industry in the world today, it will expand rapidly, affecting the whole industry and even the whole country. Medical risks are hidden and infiltrated in all aspects of hospital development strategy, hospital management and medical management. Facing the objective existence and potential reality of risk, risk management is a systematic project. Managers should learn to avoid risks. At present, the risk management of hospitals in China is still relatively weak, and there are three important reasons for the lack of risk management ability. First, due to the long-term influence of the management mode under the planned economy system, the dependence on risks is more serious. Many hospital managers lack the basic knowledge of risk management, and their awareness and ability of risk management need to be improved. There are no plans and measures to deal with risks in management, and their sense of smell for risk prediction is invalid. They are slow to respond after the risk occurs, so they can't calmly deal with and effectively deal with the crisis. Second, because of the limited tenure of hospital administrators, they blindly pursue development, scale and benefits during their tenure, pay more attention to the benefits during their tenure and lack long-term strategic planning, and rarely study and consider the potential risks in operation. Third, employees also lack the corresponding risk awareness, which is manifested in the general lack of risk management knowledge training, lack of risk management implementation methods and assessment, which is in sharp contrast with the risk-prone "upstream" and the management focus of grassroots and specific positions. It is imperative to strengthen risk prevention management.
1. 1 Strengthen the system construction and strengthen the awareness of practice risks.
Hospital administrators should formulate relevant rules and regulations and operating procedures according to the implementation of laws and regulations and medical practice. Practice has proved that more than 85% of risks and crises are caused by management and process defects. Once the obligation system of medical risk notification is formulated, it should be implemented in strict accordance with the written elements and formats, and oral notification is not allowed. In order to expand the scope of treatment and carry out the diagnosis and treatment of difficult and complicated diseases, some hospitals have disputes because they have not followed up the communication details and risk notification.
1.2 Improve the quality of medical staff and cultivate professional ethics.
We should take the initiative to guard against medical risks and consciously and continuously judge medical risks in the process of medical service. In other words, in the diagnosis and treatment activities, according to clinical experience, professional skills, patient's condition, etc. , to assess the expected or potential medical risks, and after the completion of risk assessment and analysis, timely inform patients of relevant risks, so that they can understand or make a choice. This is very beneficial to actively resolve medical risks, balance the unequal information between doctors and patients, and ease contradictions.
1.3 Implement the core system and strengthen the dynamic quality monitoring.
If there is a system that is not implemented, it means nothing. If there is a layout without inspection, it is equal to an armchair strategist. If there are mistakes, it is equivalent to appeasing traitors. The ancients said, "Eyes and ears are sharp, eyes are brighter, face is new, and wisdom is far away." It emphasizes the idea of finding problems, constantly improving management, improving quality and scientific coordination, and developing well and quickly. In medical risk management, Bouchholtz particularly emphasized the view that "quality is the first priority in practice".
1.4 Strengthen training and assessment, and improve professional and technical level.
Serve patients with scientific, reliable, relatively safe and effective technology. Carry out the risk management concept of "patient-centered, quality and safety as the core", provide patients with smiling, timely, honest, safe and continuous "5S", family-style, hotel-style, hospital-style, personalized and humanized diagnosis and treatment services "4H", strengthen detail management, resolve medical risks, implement the system with execution, and eliminate the crisis.
1.5 Strengthen popular science and effectively communicate with doctors and patients.
Many medical disputes are caused by the poor service attitude of medical staff, which leads to patients' dissatisfaction and conflicts. Therefore, medical staff should pay attention to the cultivation of professional quality, treat each patient seriously, patiently, meticulously and sincerely, understand their irritability during illness, meet their needs for respect and emotional care, and establish a good doctor-patient relationship through effective communication.
1.6 Build a harmonious doctor-patient relationship and build a safe hospital.
Management departments should seriously and pragmatically handle complaints from patients and their families, timely, correctly and legally handle medical disputes and medical accidents, and create a safe and harmonious hospital. Don't wait for problems to pile up and notice them after the crisis. Ping An Harmonious Hospital covers the harmony between doctors and patients, hospital staff, hospital development and society.
Second, correctly handle the medical crisis
According to the theory of crisis management, the process of crisis management is generally divided into four steps: prevention, preparation, response and recovery, which can be summarized as "thinking about trouble, making countermeasures, responding quickly and making up for losses", paying attention to the "seamless connection" of crisis management process and "winning by cleverness" of crisis management measures.
2. 1 Importance and necessity of crisis management
2. 1. 1 Crisis management made the hospital out of the quagmire.
Crisis management refers to the whole process of information collection and analysis, decision-making, planning and measures, dynamic adjustment of crisis resolution methods, experience summary, self-diagnosis and repair. Broadly speaking, crisis management covers all aspects of management before, during and after the crisis. Including finding the root, essence and manifestations of the crisis, taking appropriate measures to deal with the crisis, further strengthening risk prevention and reducing the probability of the crisis happening again. Effective crisis management should include reducing the source, scope and impact of the crisis, improving the pre-position of crisis management, improving the lag effect of crisis impact, and repairing management defects, so as to reduce all losses caused by the crisis quickly and effectively.
2. 1.2 Crisis management is extremely important and necessary.
Crisis management is the decisive factor to improve the performance of hospital organization and management. Once the crisis occurs, it will inevitably lead to disorder and system imbalance within the management system, thus affecting management performance. The implementation of crisis management can not only ensure the operation of the organization system in a relatively stable environment, but also enable the organization to realize gradual management reform and promote the prosperity and vision of the organization. The second is to improve the level of organization and management. History and reality have proved that the lack of crisis awareness will inevitably lead to low management level. At present, China still lacks a systematic mechanism to prevent, find and solve crises. Crisis management includes the management contents of an organization in various stages of prosperity, adversity and its development process, and it is a highly operational management idea. Third, the key to prevent tissue aging and make the tree of tissue evergreen. The "Parkinson's Law" in economics holds that an organization has been declining since its establishment, which means that the most important function of an organization is to prevent itself from aging. With the development of economy, society and globalization, the threats to the survival of organizations are increasing, and more and more crises are encountered. Therefore, it is necessary to implement and strengthen crisis management.
2. 1.3 Medical risks and medical crises can be completely prevented.
No medical institution can survive the crisis. Although the crisis is sudden, it can be prevented. Although the crisis is uncertain, the uncertainty of the crisis can also be reduced; Although some crises are inevitable, people can slow down the intensity and narrow and control the scope of the crisis; Crisis will certainly cause harm and loss, but crisis management can minimize the loss as much as possible; Although the crisis has brought new risks, it is also an opportunity to further improve hospital management. If we say that half of the crisis disaster is "seawater", the other half of the inspiration from the crisis may be the "flame" of management sublimation.
2.2 Key measures of crisis management
2.2. 1 Establish a response organization and seek the support and cooperation of relevant departments.
Party and government leaders in crisis units should be responsible to the party, the people and the units. On the one hand, they should fully organize their efforts to solve and reduce the losses caused by crisis events. Leaders at all levels should go deep into clinical departments to do detailed ideological work, and ask medical staff to put patients' interests first, stick to their posts and fully maintain medical order. On the other hand, it is necessary to report to the relevant departments in the shortest possible time, hold necessary on-site meetings, convey the instructions and instructions of superior leaders and the concerns of relevant departments and society, and show the public that the crisis that has occurred will be properly handled.
2.2.2 Grasp several key points and report the incident process in time.
Grasp the most important events involved in the crisis handling process, such as important people, time, media, information collection and release, and the final handling of the crisis, especially to avoid the possible recurrence of the crisis, try our best to reduce the further damage caused by the crisis and effectively alleviate the pressure in all aspects. After the crisis broke out, hospitals should pay special attention to "four wants and four musts". First, after grasping the basic situation, unify the caliber and establish a spokesperson, which is not suitable for anyone who wants to speak; Second, we should dare to take responsibility, and should not pass the buck and pass on contradictions; Third, we should respect the facts and don't rush to define, comment or make unrealistic remarks; Fourth, we should strengthen our awareness of protection and collect information and evidence. Without evidence, we should not speculate and doubt. Communicate with the media in a timely, accurate and effective manner, and it is not appropriate to report the crisis until it is fully handled, so as not to cause bad guidance. Do not interview any individual or department without approval, so as not to cause speculation.
2.2.3 Make full and effective use of resources and quickly establish crisis management.
If the network is in contact with the relevant units (public security, fire control, scientific research institutions, insurance companies, news media, brother units, etc.) dealing with the crisis. ), will form a cooperative network, seek support and help, timely and effective communication. Managers should allocate resources according to the crisis situation, clarify their responsibilities and scope of work, and make relevant preparations. For example, the budget of people, money, materials and facilities needed for crisis management, the formulation of emergency management plan and the response plan to potential risks.
Superior leaders, departments and crisis management teams have an important influence on the results of crisis management, so they should report information to them in time so that decision makers can get crisis information in the shortest time and make emergency plans. Under the centralized mechanism of crisis management, the crisis management task force quickly made plans and put them into practice in order to achieve the goal of restoring the organization to normal as soon as possible. Members should have the ability to calmly deal with embarrassing situations with their own opinions, and they should be able to see the clouds at critical moments. The investigation of crisis events includes the time, place, cause and environment of the event, the current situation and development trend of the event, the implementation and effect of control measures, etc. If the incident is still developing, we should investigate the reasons for the deterioration of the incident, the countermeasures to control the incident, and the causes and effects of the incident, including casualties, property losses, scope and social impact. Determine the direct and indirect objects involved in the incident and the witnesses of the incident. Through careful investigation, judge the nature and type of the incident, its present situation, consequences and impact, and the implementation of the response measures, and analyze with relevant departments to formulate corresponding response measures to quickly eliminate the impact.
2.2.4 Communicate effectively with all parties to prevent the recurrence of risk crisis.
In risk and crisis management, communication is an extremely important tool, and the most important communication strategy is to collect information and hold a press conference. The way of crisis communication should be the whole process of communication, and the principles that should be followed when a crisis occurs are: public interest is above everything else; Grasp the initiative and make the unit the first source of information release; Select and determine the media and scope of information dissemination; Do a good job in communication background materials, prepare emergency press releases, leave enough room, and constantly enrich the latest situation; Establish press offices and publishing places, arrange information transmission departments and contact numbers, and deal with media and public inquiries.
The important objects of communication are: ① victims, and the ways and means include: quickly determining the contact information between specific people and victims; Quickly determine the commitment and the way of commitment in crisis responsibility; Quickly formulate a loss compensation plan; Quickly formulate the aftermath plan, trace the reasons, deal with the responsible person, and improve the work; Apologize to the public and comfort the victims. (2) The higher authorities should keep close contact with the higher authorities after the crisis and seek guidance and help. Report the development of the situation and events in a timely manner, and do not conceal or distort the truth. Afterwards, report the incident, treatment measures, solutions and preventive measures to the superior. (3) the press, such as determining the way to cooperate and keep in touch with the news media; Timely report the investigation and dynamic information of crisis events; Determine and inform the time and place of the press conference; Clarify the basic attitude towards the report, point out the untruthfulness of the report, and avoid opposing emotions; Apologize publicly if necessary. (4) Internal employees, stabilizing emotions and order are the basic principles, telling employees the truth of the incident and the measures taken, so that everyone Qi Xin can work together to tide over the difficulties; Collect and understand the suggestions and opinions of employees, and do a good job in the rescue and treatment of casualties, condolences and pensions, and after-treatment work; Formulate plans and measures to recover the adverse effects and improve the organizational image. ⑤ Other members of the public and medical institutions should inform the partners, the community public, social institutions and government departments of the crisis and its treatment measures in a timely manner according to the specific circumstances, and formulate corresponding plans to completely eliminate the adverse effects of the crisis.
2.2.5 Strengthen the improvement and perfection of the system and do a good job in post-crisis handling.
The aftermath mainly deals with the remaining problems and lag effects. After the crisis, it is necessary to set up an investigation and evaluation team to systematically investigate and evaluate the whole crisis management activities, take advantage of the crisis opportunity, strengthen risk prevention management, and make a systematic "diagnosis, treatment and prevention". The first level is to summarize the crisis itself, that is, to investigate how the problem happened, and to analyze and find out the crux of the problem in the form of questionnaire, and to study and put forward countermeasures. The second level is a summary of the crisis management of the unit, that is, to reflect on the whole process of the unit's response to the crisis, to check the decisions made and actions taken by the unit's organization in response to the crisis, to find out the shortcomings of crisis management, and to further improve the crisis management procedures and systems. The third level, of course, is to enhance the awareness of risk prevention through education and training, and establish corresponding management systems to prevent repeating the same mistakes. The correct way to prevent disputes, resolve disputes, avoid accidents and reduce crises is to fully implement the systematic, institutionalized, standardized, standardized and scientific "five-oriented" management. For example, in the nursing management of hospitals in Singapore, patients fall off the bed, give drugs incorrectly, and patients flee the hospital. Patients' complaints about nurses' attitude, nursing service and long waiting time should be investigated and dealt with seriously.
In short, as long as medical risks exist, the crisis may break out at any time. Risk management and crisis management is a complex system engineering, which needs the attention and participation of all employees. Every time the risk is resolved and the crisis is handled, it will have a far-reaching impact on the improvement of managers' emergency ability. Risk management and crisis management should be the focus of every hospital manager.
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