Work summary of outpatient department 1 I have been working in toll booth for some time. During this time, I have been working and studying here. With the help and care of my colleagues and leaders, I have learned a lot of business, made great progress in my work and am very happy every day.
As a toll collector, I sit in front of different faces every day, smile at the computer, and mechanically repeat the simple operation of collecting fees from outsiders. You don't need high technical content, and you don't have to bear huge life pressure like doctors in other departments. This may also be the charging work in everyone's eyes.
However, my personal experience since my work has made me deeply realize that "there is no trivial matter in the work of the department, and the subtleties see real merit." In fact, the job of toll collectors is not only to collect money and ensure accuracy. In any hospital, the toll collector is the window unit, and the patient is the first one to face. Through the small window of the toll collector, we represent the image of the whole hospital, and it is through our work that we build a platform for communication between doctors and patients.
Through this period of work and study, I know something about the operation of outpatient fee collection and refund, hospitalization fee collection and refund, medical insurance and rural cooperative medical insurance, and I can operate it, but I will continue to learn and make progress:
1, further improve service level, reduce errors, ensure service quality and satisfy patients.
2, seriously study the new rural cooperative medical insurance business, master the new rural cooperative medical insurance policy, in accordance with the requirements of the hospital with medical insurance to do all the work.
3. Learn and skillfully operate the business process of medical insurance card.
4, strictly abide by the system of outpatient charges and hospitalization charges, ensure the conformity of the former certificate, and do a good job in strict accordance with the financial management regulations of the hospital.
Finally, I want to thank my colleagues and leaders for their trust, support and concern. Although the work of toll collectors is not as sacred and ordinary as that of doctors, I am very happy to have this job. It warms my heart to hear a thank you from patients or their families every day, so that I can work happily and enthusiastically every day, serve patients and contribute my meager strength to the development of the hospital. In the future, my colleagues should give me more corrections for the shortcomings in my work, so that I can make faster progress and growth.
Summary of outpatient work II. Outpatient guidance desk is an important service window of the hospital, which undertakes many functions such as guidance, consultation, health education and convenience service. Over the years, under the leadership of the superior Party committee and Youth League Committee, with the care and support of hospital leaders and all walks of life, all the staff of the provincial hospital guidance desk have actively established a "socialist concept of honor and disgrace", closely focused on the goal of creating a "four-level" youth civilization, implemented the work plan of "provincial youth civilization" in detail, adhered to "patient-centered" and "people-oriented", constantly improved various management systems, and strived to create a "youth civilization"
In recent years, the guidance desk has continuously strengthened the construction of post service standards, actively cooperated with various departments of the hospital to comprehensively improve the quality of medical care services, and transformed and extended from the original single guidance function to a higher-level comprehensive service system integrating guidance, consultation, health education and poverty alleviation.
The staff of the guidance desk are not only familiar with and master the latest and recent medical information and medical insurance trends in time, so as to provide correct guidance for patients at any time; We also insist on consolidating and improving the level of health professional knowledge for a long time to ensure the smooth development of health education. In addition, we will try our best to provide convenience and solve problems for patients, and strive to create a comfortable, intimate, safe and civilized medical environment. For example, in the case of elderly, weak, sick and critically ill patients, take the initiative to help, or dispatch wheelchairs and flat cars directly to the clinic for free; Emergency rescue, nursing and related coordination are carried out for patients with sudden emergencies and diseases to ensure that such patients can be treated safely and effectively in the first time.
This year, the outpatient consultation desk * * * received more than 700,000 patient consultations, solved more than 5,000 patient problems, assisted in rescuing more than 400 critically ill patients, helped more than 400 people with mobility difficulties, answered more than 5,000 consultation calls, and distributed more than 0/0000 copies of various newspapers and medical publicity materials free of charge. In addition, the information desk continues to insist on medical information inquiry; Print medical expense list; Accept the registration service; Provide free drinking water; Take and send all kinds of examination reports for patients coming from afar; Provide free wheelchairs and flatcars for patients with mobility difficulties; Fill in the cover of medical records for patients with illiteracy, old age, disability and other special circumstances, and be guided by a special person, accompanied by them when necessary, and so on. And undertook the teaching task of nursing interns. At ordinary times, the medical staff at the guide desk often participate in various publicity activities of health day free clinics and activities organized by the higher-level Youth League Committee, actively expanding the service scope of "Youth Civilization" and receiving good results.
Our department also cooperated with internal medicine to build a "diabetes club" and actively carried out diabetes health lectures and related activities. The masses responded enthusiastically and produced good social effects.
On May 23rd, a blind patient came to the hospital alone. After the staff of the guide desk found out, they not only accompanied them all the way, but also issued bills for them to take medicine and settle the bill. After learning that the patient had to cross the road to go home by bus, the guiding nurse took the initiative to help the patient cross the road and accompany him to wait for the bus. After the patient got on the bus smoothly, he left with peace of mind. People who witnessed this process were full of praise for him.
This year, our hospital carried out the "patient-centered, to improve the quality of medical services as the theme" management year activities. This paper puts forward "four improvements" to continue to deepen the creation of the Youth Civilization, namely, improving the content of science and technology, innovation, credit and culture. With the continuous development of high technology, the computer machine that provides free inquiry and convenience service at the information desk has been replaced by a touch screen computer that automatically turns on and off on time. Touch-screen computers are rare in hospitals in Fujian province, which provides convenience for patients to see a doctor. You can easily find the introduction of experts and the charging standards for various examinations.
Be welcomed by the broad masses. The staff of the guidance desk has also changed a lot this year. Now the guidance desk also belongs to the nursing department, and the nurses have changed from temporary to contract nurses. They are all nurses who graduated from midwifery, nursing and first aid, laying a good service foundation for coming to the hospital to rescue critically ill patients. Constantly improve their comprehensive quality and ability in practice, strengthen their theories and beliefs, and establish a correct outlook on life, world outlook and values.
Summary of outpatient work for 3 1 year, I feel that what I am doing now is similar to guiding doctors. Take a real guide doctor to receive patients at the guide desk every day. Under the correct leadership of hospital leaders and nursing department, taking patients as the center and insisting on people-oriented has pushed our work to a new level. My work is summarized as follows:
Our work includes consulting, accompanying doctors, sending doctors, communicating and coordinating, checking patients with mobility difficulties and inpatients, providing wheelchairs and flat cars free of charge, distributing various newspapers, health education publicity materials and department profiles; These things are unremarkable, but done well, they can provide great convenience for patients, make them feel happy and gratified, and then increase their goodwill and trust in the hospital. If it is not done well, it will affect patients' evaluation of the hospital, and then destroy the overall service image collected by the hospital medical education network.
After working for a long time, some people will despise our work, thinking that it has neither technical content nor economic benefits, and it is trivial and hard. Without a strong sense of professionalism and responsibility, the passion of our employees can easily be exhausted in ordinary trivial matters day after day, and passion is the most valuable service quality. Losing passion in service is like losing one's soul.
First of all, establish new concepts and improve employees' sense of professional responsibility.
1, serving patients well means knowing the hospital environment and related matters. Our staff is the patient's "green card". When the patient comes to see a doctor, we are the reception staff. Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Patients are not satisfied with the services of other departments. We are coordinators, and our ultimate goal is to do everything possible to meet the needs of patients. Open patients' hearts with sincere dedication and sincere service and win their trust.
2. To serve patients well, it is necessary to be a hospital "walking dictionary" that patients can't get into the exam. As the first stop of hospital service, we have to contact people of different ages and personalities every day. How to make these people with different needs come here satisfactorily is a test of our staff's knowledge, wisdom and communication skills. We should not only be familiar with the environmental characteristics, technology and equipment of the hospital, but also be familiar with the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department. Meet the needs of patients, and win the trust and recognition of patients through appropriate conversation and extensive knowledge. It builds a bridge between patients and hospitals.
Second, through various trainings, the overall quality of employees has been improved.
The key to improving service quality lies in the improvement of service personnel's quality, but it can't be achieved overnight. We should master certain theoretical knowledge and professional skills, and improve the quality of consultants by formulating relevant responsibilities, systems, codes of conduct, professional training and etiquette training, so that our staff can have a high degree of professionalism. Our work, like other nursing work, should not be underestimated, and it is a window to reflect the quality service of the hospital. Only by understanding from this height can we actively and enthusiastically help patients who come to see a doctor.
Third, scientifically manage the outpatient area and create an orderly medical environment.
Outpatients are eager to seek medical treatment, which often leads to unnecessary crowding and quarrels. If it is not handled properly, it will lead to confusion. We nurses should be compassionate, treat patients as their friends and relatives, understand and understand the pain and troubles caused by diseases, grasp the patients' mentality and various needs in time, and patiently answer their questions. At the same time, we should keep a cool head, calm patients' impatience, do a good job of persuasion, seek medical treatment in an orderly manner, and maintain the order of outpatient service. In addition, the guiding nurse is responsible for keeping the outpatient environment clean. For example, when she sees patients and their families smoking or littering everywhere, she can boldly and politely correct them, so that every patient can consciously abide by the relevant rules and regulations of the hospital and create a quiet, orderly and clean medical environment.
In a word, "guiding diagnosis" seems to be a relatively easy job, but it is not easy to be an excellent guide. You should not only pay attention to the correct appearance, but also keep a positive mood at all times and know some communication skills and simple medical knowledge. More importantly, you should have a high degree of sympathy, think about the patient's thoughts, be anxious about the patient's urgency, understand the patient, and devote yourself wholeheartedly to your work. Through the morning meeting time every day, all the consultation personnel are trained, with good praise and wrong criticism, and continuous improvement is made in view of the shortcomings in the work, so that the consultation work can be improved, the practical difficulties can be truly solved for patients, and the social and economic benefits of the hospital can be positively promoted.
Summary of Outpatient Department Work In 20xx, the outpatient department continued to strengthen the management of outpatient department, taking the opportunity of creating "Three Bs", refining various management systems, strengthening supervision and assessment, constantly improving the service level of outpatient department and the technical level of departments, actively cooperating with hospital marketing, maintaining the existing medical market, actively carrying out external publicity, further expanding the target market, and more actively establishing a good image for the hospital. The main work of the whole year is summarized as follows.
1: Basic information of outpatient service:
The outpatient department is mainly composed of departments directly under the outpatient department where the inpatient department arranges doctors to go out for outpatient service. Outpatients discharged from the inpatient department include: outpatient service from other hospitals, outpatient service from other hospitals, outpatient service from surgical experts, outpatient service from internal medicine, outpatient service from rehabilitation department of traditional Chinese medicine, outpatient service from obstetrics and gynecology, outpatient service from pediatrics, and outpatient service from psychosomatic medicine. The other part of the outpatient service consists of departments directly under the outpatient service, including otolaryngology, stomatology, dermatology, trauma clinic, convenience clinic and multidisciplinary comprehensive clinic. * * outpatient doctor 1 1 person, including deputy chief physician 1 person, 3 attending doctors, 5 doctors, assistant doctors 1 person, 7 nursing staff and 65438 nursing workers.
The department set up a department quality management team with Zou Shujun as the team leader and Aring Zhang, Liu Hong, Feng Bin and Huang Yumei as the team members to summarize and arrange the department management work regularly. Strengthening the management of outpatient appointment and continuously improving the appointment rate is one of the key points of outpatient work this year. This year, the training and assessment of appointment work have been strengthened, and the appointment work has been significantly improved compared with previous years. Strengthen the medical quality management of directly affiliated departments, check the disinfection facilities of departments every week, organize monthly business study and quarterly three basics and three strict training for department employees, hold morning meetings every week, and seriously convey and implement the requirements and instructions of the leaders of hospitals and related functional departments to employees.
Another key work of outpatient service this year is to strengthen the discipline inspection of outpatient service, requiring all departments to send outpatient attendance sheets to outpatient doctors and inspectors in advance, strictly check attendance every day, check absenteeism, lateness and early leave for no reason, and punish those who do not strictly implement labor records according to relevant regulations. Actively mobilize the enthusiasm of the department staff, give certain rewards to those who are serious in their work, proficient in their business and excellent in their achievements, and criticize and punish those who are irresponsible for their work and complained by patients. Outpatient doctors are strict in attendance, and being late for work and leaving early for work is obviously reduced. 1 person was arranged to study in Sichuan Provincial People's Hospital. The outpatient department has given pre-job training to all new employees and arranged for senior doctors to teach. At present, there is no medical accident under the guidance of superior doctors.
2. The outpatient department subordinate clinical departments quality target completion statistics.
1, and the qualified rate of outpatient prescriptions (standard ≥ 96) was 98%. The qualified rate of anesthesia prescription (standard 100%) is 100%.
2, outpatient medical record writing format qualified rate (standard ≥90)97%
3, surgery, anesthesia, special examination, special treatment to fulfill patient notification rate (standard value100%-)100%-
4. The coincidence rate of main clinical diagnosis and pathological diagnosis (standard ≥ 50%) is 92%.
5. The improvement rate of difficult diseases (standard ≥ 90) is 93%.
6, hospital emergency consultation in place time (standard value ≤ 10) 8 points or less.
7, major medical negligence and medical accident reporting rate (standard 100%) 100%.
3. Departmental business
This year, all outpatient departments have further consolidated their professional level, developed faster on this basis, and basically met the growing health care needs of asbestos people. More than 60 cases of cataract phacoemulsification combined with intraocular lens implantation were jointly carried out by teachers of ENT and superior hospitals 160, and more than 30 cases of cataract surgery were carried out for precision poverty alleviation personnel, which won unanimous praise from superior organs and patients. Routine pterygium excision combined with conjunctival flap transplantation, including laser drainage of lacrimal passage, sinus opening under nasal endoscope, correction of nasal septum deviation, vocal nodule removal under laryngoscope, vocal polyp removal, etc. The further development of electronic bronchoscope in the diagnosis of otolaryngology makes the diagnosis of otolaryngology more clear, reaches the level of lower bronchial examination, and improves the gold content of medical technology in the department.
With the help of the newly purchased low-temperature plasma therapeutic instrument for otolaryngology, new projects such as low-temperature plasma ablation of turbinate and low-temperature plasma hemostasis of epistaxis have been carried out. The number of dental implant cases in stomatology has increased obviously year by year, orthodontics and maxillofacial surgery have been further carried out routinely, and hundreds of children's pit and fissure sealing have been carried out. Among them, there were more than 430 cases of fiberoptic nasopharynx laryngoscopy 10, 2043 cases of OCT, 8 cases of fundus fluorescein angiography10, 65 cases of pterygium surgery, 22 cases of nasal dacryocystostomy, 28 cases of nasal endoscopy10 and vocal polypectomy. Dental implant was performed in 25 cases, orthodontics in 36 cases, zygomatic arch fracture surgery in 4 cases, impacted tooth extraction in 426 cases, complex tooth extraction in 872 cases, and reduction surgery for maxillofacial Lee's type 2 fracture 1 case. E.N.T. Department completed outpatient service 19463 person-times, and hospitalized more than 352 person-times. The business income is about 2.24 million yuan, and the income is basically the same as last year. The Department of Stomatology completed 8,466 outpatient visits and more than 9 hospitalizations, and its business income was 1.05 million, an increase of 3%. Dermatology * * * completed outpatient service 13202 person-times, and the business income was 3 16600, an increase of about 4%.
4. Existing problems and deficiencies
Some progress has been made in outpatient service in 20xx, but there are still many shortcomings. Problems encountered in the development process:
One: Outpatient doctors' awareness of getting to and from work on time has improved, especially at noon when patients are looking for the doctor information department everywhere.
Second, the equipment maintenance is slightly poor. This year, the electronic fiber laryngoscope, fundus camera, tonometer and perimetry in otolaryngology department were damaged to varying degrees, and the equipment maintenance cost was high, which affected the normal business development and timely diagnosis of diseases in the department. Therefore, we should strengthen equipment maintenance management and improve the normal utilization rate of equipment.
Third, the professional skills of departmental personnel need to be rapidly improved. Otolaryngologists are mostly young in age structure and lack of clinical experience, which requires a considerable period of growth. This year, 1 young doctors went to higher-level hospitals for further study, resulting in a temporary shortage of human resources in the department. At present, there is a serious shortage of dentists, and two more doctors may be needed to meet the current work needs. At present, the awareness rate of patients and hospital staff about dental implant work is low, and the number of patients is still small. Fourth, some medical staff in the outpatient department are unfamiliar with new things such as WeChat registration, payment and inquiry methods, and the exclusive doctors are not active in promoting and expanding, which can not guide patients to operate. They are not skilled in booking and registering the outpatient platform of Yunzhijia Hospital, and there is no appointment between clinics.
5. Work ideas for next year
Next year, the outpatient department will open as many specialist clinics, specialist clinics and specialist clinics as possible, further improve the appointment service and optimize the treatment process, and will continue to expand the scale of departments, carry out more and better technical projects, and do the following work:
1. I hope that hospital marketing will further strive for more cataract patients for ophthalmology, so as to alleviate the current situation of fewer patients, especially more patients with Ganluonong.
2. Further send the new population to higher-level hospitals for further study, and improve the professional and technical level of department personnel.
3. With the further improvement of the function of women and children's hospital, arrange the outpatient service of women and children's hospital.
4. Further strengthen WeChat medical treatment, reduce the waiting time of patients in line, and let more patients enjoy convenient and fast services.
5. Improve equipment utilization. Students in ENT Department will further use equipment (such as cameras, perimeters, fundus lasers, etc.) after returning to the superior hospital. ) to improve the return rate of equipment.
6. Increase the introduction of talents in stomatology and dermatology to alleviate the contradiction of shortage of medical personnel.