医疗争议办公室PDCA管理方案

out city created, and care masses life, focus work, in-depth investigation, more out boutique masterpiece, makes we of research results more to into led of decision vision, more to in national some has effect of newspaper Shang published, for advance work, and publicity changde play due of role. Third, information submitted to be pragmatic. Quick and timely. The ancients said: for the time system; statement back for the time being, nothing. Therefore, the submission of information to do four, that is, find the problem faster, editorial writing, send and read faster approval and feedback to implement quickly. To be true and accurate. True mainly reflect the full picture of events, one is one, two, this is the life of the information. Accuracy is primarily qualitative and quantitative questions, quantitative objective of publicQualitative logic. To be reliable and useful. We submit information to have access to decision-making, to guide and promote the work and solve practical problems. Mixed cum. On the negative information and emergency information, rapid escalation in strict accordance with the procedures, firm, newspaper, newspapers, never late, fail to report, false claim and skimming. Investee 2. supervision and insist on, around and protecting their interests to touch the truth, seek practical results. Adhere to people-oriented, the most important thing is to realize, safeguard and develop the fundamental interests of the overwhelming majority of the people. We carry out inspection, so must go deep among the masses, go deep into the realities, always pay attention to the peoples livelihood, to grasp the public sentiment, and earnestly safeguard the benefit, addressing the masses are most concerned about and reflecting the strongest issues, efforts to solve the problem of decisions implemented and not implemented. One is to stick to principles. Right of inspection is one of the most important powers of the Office, should not only dare to use, but also with caution. So-called dared to use, is to hold a number of important issues, bold supervision over supervision, track inspection, problems are not solved do not pass, the blame does not hold did not miss, dissatisfaction of the masses did not miss, the real right of supervision authority, with the benefits. Call with caution, is supervising departments should strengthen the consciousness of authorized strictly according to procedure, preventing the supervision and excessive to prevent adding burden to grass-roots. To this end, the supervision Department of the Party Committee of supervision must be under city and County party Committee Secretary-General (Office). Second, we should focus on. Is the Governor, those related to the globalEvent, Governor the protracted difficult, strong Governor during emergency urgent. Not having special departments in charge of the General Governor, under the normal procedure can do good things not Governor, not authorized by County leaders, not the Governor. Third is to solve the problem. The purpose of supervision, to resolve the problem. To adhere to and further improve the2014年度医疗争议办公室工作计划2013年度在医院领导班子的正确领导下，在各科室的大力支持配合下，医疗争议办公室较好的完成了全院医疗纠纷投诉的处理工作。2014年是医院的“学术年”，医院的管理质量会发生质的飞越，为了日常工作中让医疗纠纷投诉的处理达到标准化、流程化的模式，医疗争议办公室学习现代化的PDCA管理手段，为2014年的医疗纠纷投诉管理工作制定了PDCA管理方案。医疗争议办公室医疗纠纷投诉PDCA管理方案第一阶段：PLAN 计划阶段（一） 分析现状，找出存在的问题。在医疗机构的管理中，处理投诉是最难做的工作。临床各科室管理者遇见争议纠纷往往束手无策，甚至推让躲避，如何稳妥平稳的化解医患矛盾是我们现阶段必须面临的问题。（二） 问题产生的原因1. 投诉面对的是形形色色的患者及其家属，投诉目的又是五花八门，有的会直接表达目的，有的真实想法却需要我们去猜测和琢磨。解决抱怨、使患者心理得到平衡本身就是一项很难做的工作。2. 各临床科室的管理者及当事医师处理纠纷的实践经验普遍欠缺。3. 医疗纠纷争议办公室成立不久，医院投诉管理工作仍在经验积累阶段。（三） 原因分析（主要影响因素）1. 医院现阶段规模及业务都处于高速发展期，每年就诊患者人数急剧增多，再加上人民群众生活水平的提高，对医疗卫生服务质量的要求也日益提高，造成了现阶段医疗纠纷数量多，增长快的局面。2. 各临床医师是专职技术人员，平常专注于学术钻研，日常工作量较大，没有能力也没有精力面对各种纠纷的处理。3. 医疗争议办公室工作人员强调其随机应变能力，处事不惊能力，平息安抚能力，及时找到问题的根源及解决办法的能力，而现阶段没有哪个学校能培养出这种专家，我们只能在接待投诉、处理投诉中成长，在不断总结经验和教训中完善自己。（四） 制定措施，提出行动计划1. 各临床科室坚持以“预防为主”原则，对危重病人、医疗高风险事件及时上报医教部，医教部提前介入，从源头上控制纠纷的发生，减少医疗安全隐患。2. 强化法律法规和医患沟通技能培训，通过分类、分期、分批培训，增强医务人员的五种意识（法律意识、责任意识、质量意识、安全防范意识和自我保护意识）。3. 强化医疗纠纷投诉的流程化管理，规范纠纷投诉的受理登记、调查、讨论、分析、总结及责任追究等工作。第二阶段： DO执行阶段序号定事定人定地点定时间定方法1各科室预防控制措施各临床医技科室负责人各临床医技科室全年长期科室对所属病人进行评估，发现高风险事件及时上报医教部。医教部提前介入，组织相关专家与患者及家属共同探讨沟通，医患双方达到相互理解，从源头上控制纠纷的发生。2法律法规和医患沟通技能培训争议办：杨鹏医院五楼会议室第2季度第4季度争议办积极联系省内及全国相关方面专家，对全院医务人员进行医疗安全意识教育和卫生法律法规培训，临床医技人员的听课率要达到90%以上。3处理医疗纠纷投诉的流程化管理争议办：杨鹏张治东医教部医疗争议办公室全年长期争议办受理投诉后，告知当事医务人员和科室，要做必要的核实、调查。要求当事医务人员就该医疗争议提交书面陈述材料，对整个医疗过程是否存在过错以及患方提出的问题和不理解的地方予以说明、解释。由争议办组织学术委员会讨论，讨论后应当就责任说明、原因分析、科室对解决该纠纷的处理建议、防范整改措施等提交书面报告。讨论结果经院领导认定后反馈给患方时，当事科室主任及当事人必要时应共同参与，认真耐心的向患方做好解释说明工作，避免引发更进一步的医患冲突。根据行动计划严格实施第三阶段：CHECK检查阶段（一） 制定下发商洛市中心医院医疗纠纷预警制度、，各临床医技科室遵照制度执行。（详见商市医发2009第158号文件）（二） 已初步联系交大附院处理医疗纠纷的相关专家近期前来我院给广大员工进行学术讲座。（三） 制定医疗纠纷的处理程序及,受理纠纷投诉后按照流程处理。（附流程图、登记表） 第四阶段Action阶段（一） 标准化和进一步推广1.医疗争议处理程序标准化2.医疗纠纷投诉及处理登记管理标准化（二）薄弱环节 1.部分临床科室对本科室的医疗隐患不敏感，不能准确预判和评估后果，医疗纠纷预警上报不及时。 2.对于部分无理取闹、无法协商的患者及医闹，医院单方面力量较弱，很难独立处理。 3.医院没有专职的法律人员，进入司法途径时，主动性不强。（三）改进措施1.督促各临床医技科室充分重视医疗纠纷预警制度，严格按照实施办法及要求执行。2.完善医疗纠纷调解机制，密切与市卫生、公安、司法等部门联系,及时妥善处理医疗纠纷赔偿和理赔工作，切实降低医院和个人经济损失，杜绝重大群体性恶性医闹事件发生。.3.医院委托律师事务所，固定专业法律人员为医院常年法律顾问，帮助医院从法律层面上处理医疗纠纷。在当前医患关系紧张、医疗投诉日益增多、医疗市场竞争激烈的大背景下，医疗争议办公室通过实施制定的PDCA方案，在2014年注重实现：一是通过PDCA循环管理模式流程化处理患者的投诉，并对各种投诉进行分析分型，给医教部提供有针对性的医疗质量安全整改措施，不断完善医疗环节。二是通过我们的积极沟通，取得患者及其家属的信任，从而妥善处理和化解医疗纠纷，坚决防止出现伤害医务工作人员的恶性事件，构建和谐互信的医患关系。从基本的医患关系上防范和化解医疗纠纷，可以营造良好的医疗秩序，杜绝媒体的负面报道，竖立医院良好的社会公益形象，使医院的经营和发展进入良性循环。医疗争议办公室 2014年4月3日 整个外脚手架工程涉及到搭设、维护及拆除三个阶段，根据各个阶段的不同工作内容，劳动力的需用情况不同。本工程主体施工进度要求较快，外脚手架工作量较大，需投入较多劳动力，外脚手架将根据现场分栋搭设。外脚手架维护阶段主要是配合外装单位进行施工，因此需用劳动力较少feelings survey, by looking up public sentiments to find problems. Problems will increase its special supervision, set up accounts, hold on to it. We should conscientiously implement the leading contracting matters, secured, had an answer to everything, then settles rate of 100%. Have an impact on some of the outstanding issues, supervision departments and information components together, play the supervisory role of the news media to promote problem solving. Investee 3. insist on a daily run, around the practice of truth catching efficiency, focus specification. To give full play to the party Office around connecting, coordinating internal and external features, contact, rally at all levels, to motivate every aspect, adhere to the truth, strengthening standardized management to achieve coherent, efficient and effective functioning of the daily work of the Party Committee. Is processing messages should strive to streamline, standardize and quality. Streamlining is to control the number of messages, compress messages, reducing procedures, improve message handling efficiency. Specifications, is to strictly enforce the ban issued by the Communist party authorities in document handling regulations and provincial and municipal regulations, conscientiously strengthen and improve communications management to ensure that party documents orderly. High quality, is to improve the quality of message processing, it is necessary to accurately implementing the intention of the Party Committee, clearance, good communications, policy program closed, ensuring that there is no error. Second meeting scheduled to ensure thorough, safe and efficient. Any arrangements for the meetings and events, carefully arranged, item-by-item interface implemented, sure. To vigorously streamline meetings, activities, number of pressure reduction, scale to ensure that leadership emerged from the General Conference and entertainment services, focus on big things, matters. Third, reception services should lay stress on humane, personal, cultural and human. Reception and work directly with people, reception services directly affecting the Office of party Committee The image of the region. At the same time strengthening the construction of library, impr