人民醫(yī)院醫(yī)患溝通實(shí)施方案

1、人民醫(yī)院醫(yī)患溝通實(shí)施方案 為進(jìn)一步做好醫(yī)患溝通工作，不斷提高醫(yī)療服務(wù)質(zhì)量，更好的開(kāi)展創(chuàng)建“百姓放心人民滿意醫(yī)院”活動(dòng)，結(jié)合我院實(shí)際,經(jīng)醫(yī)院領(lǐng)導(dǎo)小組研究決定，特制定xx縣人民醫(yī)院醫(yī)患溝通實(shí)施方案。一、建立醫(yī)患溝通工作領(lǐng)導(dǎo)機(jī)制醫(yī)院成立醫(yī)患溝通工作領(lǐng)導(dǎo)小組，組長(zhǎng)：李有宏(院長(zhǎng))，副組長(zhǎng)：洪美英（黨支部書(shū)記、副院長(zhǎng)）、付林華(副院長(zhǎng))、王金聰(副院長(zhǎng))，成員：付翔（醫(yī)務(wù)科主任）、張?jiān)平ǎǘ讲檗k主任）、張維（護(hù)理部主任）、馬萍煥（院辦主任）、范先（總務(wù)部主任）。設(shè)立醫(yī)患溝通辦公室，由付翔任辦公室主任，負(fù)責(zé)組織、協(xié)調(diào)、醫(yī)患溝通的日常工作。臨床醫(yī)技科室成立醫(yī)患溝通工作實(shí)施小組，組長(zhǎng)由科主任擔(dān)任，成員：科室副

2、主任、護(hù)士長(zhǎng)、醫(yī)師代表、護(hù)士代表，具體負(fù)責(zé)本科室“醫(yī)患溝通”的實(shí)施，并對(duì)科室內(nèi)“醫(yī)患溝通”執(zhí)行情況進(jìn)行檢查考核和記錄。二、醫(yī)患溝通的內(nèi)容、方法和技巧醫(yī)患溝通的內(nèi)容、方法和技巧繼續(xù)按“醫(yī)患溝通制度”員工手冊(cè)（2）所列定內(nèi)容執(zhí)行。三、考核辦法和內(nèi)容1、成立醫(yī)院“醫(yī)患溝通制度”考核小組：醫(yī)院成立由醫(yī)務(wù)科、護(hù)理部、黨辦、院辦組成的考核小組，由醫(yī)務(wù)科牽頭分別負(fù)責(zé)服務(wù)質(zhì)量溝通、醫(yī)療溝通、護(hù)理溝通和門(mén)診醫(yī)患溝通考核?？己饲闆r每月通報(bào)，并與綜合目標(biāo)責(zé)任制掛鉤。2、考核方法：采取每月定期考核和不定期考核相結(jié)合的方法，考核小組到各科室采取現(xiàn)場(chǎng)查看和隨機(jī)抽查（訪問(wèn)病人或抽查現(xiàn)診、歸檔病歷）的辦法進(jìn)行考核。凡涉及到醫(yī)

3、患溝通制度規(guī)定的醫(yī)患溝通內(nèi)容未落實(shí)的按該文所列定辦法進(jìn)行扣分。“醫(yī)患溝通”內(nèi)容納入醫(yī)療、護(hù)理質(zhì)量考核的按綜合目標(biāo)責(zé)任制考核標(biāo)準(zhǔn)扣分。3、考核內(nèi)容： 黨辦考核內(nèi)容：進(jìn)行“醫(yī)患溝通”調(diào)查及調(diào)查情況統(tǒng)計(jì)，對(duì)醫(yī)患溝通滿意率低于95%給予通報(bào)，對(duì)因服務(wù)質(zhì)量問(wèn)題而遭到病人投訴的人和事進(jìn)行調(diào)查核實(shí)，在每月的督查通報(bào)中一并通報(bào)，并獎(jiǎng)懲兌現(xiàn)。 醫(yī)務(wù)科考核內(nèi)容：對(duì)各種醫(yī)療文書(shū)、入院2天內(nèi)醫(yī)患溝通單、各種知情同意書(shū)以及特殊情況下臨床醫(yī)技人員應(yīng)與患者進(jìn)行醫(yī)患溝通的內(nèi)容進(jìn)行考核。 護(hù)理部考核內(nèi)容：對(duì)患者入院時(shí)的就醫(yī)環(huán)境及病人選醫(yī)生的情況進(jìn)行介紹，整體護(hù)理中的心理護(hù)理、健康教育以及科室工休會(huì)等需要進(jìn)行醫(yī)患溝通的內(nèi)容落實(shí)情

4、況進(jìn)行考核。 院辦考核內(nèi)容：負(fù)責(zé)門(mén)診病人就診時(shí)醫(yī)患溝通、積極創(chuàng)造條件解決排隊(duì)長(zhǎng)、候診長(zhǎng)、看病時(shí)間短（二長(zhǎng)一短）問(wèn)題。各職能部門(mén)在“醫(yī)患溝通制”考核中應(yīng)各司其責(zé)，切實(shí)把“醫(yī)患溝通”抓好抓實(shí)，對(duì)應(yīng)溝通而未溝通、溝通不充分，雖溝通未記錄或因溝通不夠而引發(fā)投訴等類(lèi)似問(wèn)題均應(yīng)予糾正，并納入各自的考核通報(bào)之中。c29c91afe4ced1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afedd1b6c87d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad

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