incarnation "Chaoyang Mass"
For the service process
Medical environment
Service attitudeand so on."Tucao Hospital"
Yes, this is the "Patient Experience Officer" activity carried out by Peking University Hospital.
In order to thoroughly implement the service concept of "patient-centric" and continue to improve the quality of medical services, the Human Resources Department of Shougang Hospital of Peking UniversityThe new employees go deep into the front line and serve as the "experience officer" of the patient. From the perspective of patients and family members, they think and find problems, and timely feedback from the hospital for better improvement.
On November 1st, the project report of the new employee "patient experience officer" in Shougang Hospital of Peking University in 2024 was held in the 13th floor of the outpatient clinic.The party secretary Xiang Pingchao, the chairman of the union Yang Bu, Li Jun, deputy dean Li Jun, and Hu Denggao, the director of Human Resources of Shouyi Medical, and the person in charge of the relevant functional office attended the meeting.
"Patient-centric, solve patient needs, and enhance patient experience is the key to the healthy and sustainable development of hospitals." Xiang Pingchao encouraged encouragementNew employees should continue to maintain an active attitude of work, integrate the role of "patient experience officer" into daily work, and from the perspective of patients, the difficulties encountered during the medical treatment process, the pain points and difficulties found in the medical process will be sorted out.Putting measures with questions -oriented, making the process more scientific, more efficient services, more comfortable environment, more considerate attitude, and more comfortable to see a doctor. At the same time, I hope that new employees can better urgent patients in the future.Thinking, make a more temperature white angel.
At the report, 13 new employee representatives from different departments, combined with their own seeing and hearing during the "patient experience officer"Focusing on the visits, service attitudes, environmental facilities, information systems and other aspects, a wonderful report was reported.
They simulate the medical treatment process as the patient, from the reservation registration, the doctors consultation, the examination treatment, the treatment treatment to the medicine to leave the hospitalIn detail to observe and record each link, use another perspective to continuously dig deep into the "pain point", "difficult point", "blocking point" of patients in the process of medical treatment, and put forward many improvement suggestions, which fully shows the sense of responsibility of new employees.Consciousness with the master.
After the report is over, the hospital leader is to the newThe active participation and serious thinking of employees have given a high evaluation, saying that they will seriously study the opinions and suggestions made by new employees, actively promote the solution of related issues, continuously optimize the medical service process, and improve the patients medical experience.
This "patient experience officer" topic report is a useful attempt for the innovative talent training model of Shougang Hospital of Peking University and improving the quality of medical servicesEssenceIn the future, hospitals will continue to encourage employees to go deep into the front line and listen to the voice of patients, penetrate the concept of "patient -centric" throughout the process of medical services, and escort the health of the people.
Text: Human Resources Office
Editor: Party Committee Office
