人民医院医患沟通实施方案.doc

人民医院医患沟通实施方案 为进一步做好医患沟通工作，不断提高医疗服务质量，更好的开展创建“百姓放心人民满意医院”活动，结合我院实际,经医院领导小组研究决定，特制定xx县人民医院医患沟通实施方案。一、建立医患沟通工作领导机制医院成立医患沟通工作领导小组，组长：李有宏(院长)，副组长：洪美英（党支部书记、副院长）、付林华(副院长)、王金聪(副院长)，成员：付翔（医务科主任）、张云建（督查办主任）、张维（护理部主任）、马萍焕（院办主任）、范先（总务部主任）。设立医患沟通办公室，由付翔任办公室主任，负责组织、协调、医患沟通的日常工作。临床医技科室成立医患沟通工作实施小组，组长由科主任担任，成员：科室副主任、护士长、医师代表、护士代表，具体负责本科室“医患沟通”的实施，并对科室内“医患沟通”执行情况进行检查考核和记录。二、医患沟通的内容、方法和技巧医患沟通的内容、方法和技巧继续按“医患沟通制度”员工手册（2）所列定内容执行。三、考核办法和内容1、成立医院“医患沟通制度”考核小组：医院成立由医务科、护理部、党办、院办组成的考核小组，由医务科牵头分别负责服务质量沟通、医疗沟通、护理沟通和门诊医患沟通考核。考核情况每月通报，并与综合目标责任制挂钩。2、考核方法：采取每月定期考核和不定期考核相结合的方法，考核小组到各科室采取现场查看和随机抽查（访问病人或抽查现诊、归档病历）的办法进行考核。凡涉及到医患沟通制度规定的医患沟通内容未落实的按该文所列定办法进行扣分。“医患沟通”内容纳入医疗、护理质量考核的按综合目标责任制考核标准扣分。3、考核内容： 党办考核内容：进行“医患沟通”调查及调查情况统计，对医患沟通满意率低于95%给予通报，对因服务质量问题而遭到病人投诉的人和事进行调查核实，在每月的督查通报中一并通报，并奖惩兑现。 医务科考核内容：对各种医疗文书、入院2天内医患沟通单、各种知情同意书以及特殊情况下临床医技人员应与患者进行医患沟通的内容进行考核。 护理部考核内容：对患者入院时的就医环境及病人选医生的情况进行介绍，整体护理中的心理护理、健康教育以及科室工休会等需要进行医患沟通的内容落实情况进行考核。 院办考核内容：负责门诊病人就诊时医患沟通、积极创造条件解决排队长、候诊长、看病时间短（二长一短）问题。各职能部门在“医患沟通制”考核中应各司其责，切实把“医患沟通”抓好抓实，对应沟通而未沟通、沟通不充分，虽沟通未记录或因沟通不够而引发投诉等类似问题均应予纠正，并纳入各自的考核通报之中。c29c91afe4ced1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afedd1b6c87d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af95ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9d1b6c8795ad9c91afe4ced1b6c8795a1afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afc91fe4ced1d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6cd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af8795ad9c91fe4ced1d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c87d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af5d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afad9c91fe4ced1b6c8795ad29c91afb6c8795ad29c91afb6c8795ad29c91afd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91affe4ced1b6c8795ad29c91afc8795ad9c91fe4ced1b6c8795ad29c91afd1b6c8795ad9c91afed1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8d1b6c8795ad9c91afe4ced1d91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afc91fe4ced1d1b6c871afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afc91fe4ced1d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6cd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af8795ad9c91fe4ced1d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c87d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af5d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afad9c91fe4ced1b6c8795ad29c91afb6c8795ad29c91afb6c8795ad29c91afd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8791afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afc91fe4ced1d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6cd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af8795ad9c91fe4ced1d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c87d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af5d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afad9c91fe4ced1b6c8795ad29c91afb6c8795ad29c91afb6c8795ad29c91afd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91affe4ced1b6c8795ad29c91afc8795ad9c91fe4ced1b6c8795ad29c91afd1b6c8795ad9c91afed1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8d1b6c8795ad9c91afe4ced15ad9c91d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91affe4ced1b6c8795ad29c91afc8795ad9c91fe4ced1b6c8795ad29c91afd1b6c8795ad9c91afed1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8d1b6c8795ad9c91afe4ced195ad9c91afe4ced1b6c8795ad91afe4ced1b6cd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af8795ad9c91fe4ced1d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c87d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af5d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afad9c91fe4ced1b6c8795ad29c91afb6c8795ad29c91afb6c8795ad29c91afd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91affe4ced1b6c8795ad29c91afc8795ad9c91fe4ced1b6c8795ad29c91afd1b6c8795ad9c91afed1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af795ad9c91fe4ced1b6c8795add1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af29c91af4ced1b6c8795ad1b6c8795ad9c91afe4ced1b6c8795ad91afd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afd1b6c8795ad29c91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afd91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c9d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af1afd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afd1bd1b6c87