以膳食服务为突破 全面提升患者满意度

Taking Catering Service as a Breakthrough to Improve Patient Satisfaction in an All-round Way

贵州省人民医院将膳食服务作为“进一步改善医疗服务行动”的抓手之一,从院级层面提高重视调整思路,坚持自主经营不对外承包模式,严守食品安全底线及医院公益性质;探索医院垂直管理,部门自负盈亏,适度放权,促进发展的管理模式。膳食部门按照医院总体思路明确自身性质,贯彻执行医院提出的服务宗旨;尊重技术尊重劳动,全面提升科室内涵建设;以满意度调查为方法,挖掘影响满意度的6个不同需求层次;第一,通过严格监管,精细管理等方式把握好膳食满意度的刚性需求;其次,提供超过300种膳食服务解决众口难调的问题;同时采用免费为患者及家属提供营养宣教服务,培训厨师特殊的烹调方式,提高服务品质,重视投诉意见,有效投诉100%处理;通过餐厅装潢、温馨服务舒缓患者情绪,提高患者归属感;通过长期的坚持和追求,换来宝贵的信任。最终达到了医院管理有效,膳食体系健康发展,患者满意的良好效果。

Guizhou Provincial People’s Hospital regards catering services as one of the starting points of"Further Improvement of Medical Service Actions",increases the importance of adjustment ideas from the hospital level,adheres to the model of independent operation and no external contracting,and strictly observes the bottom line of food safety and the public welfare nature of the hospital;explores the hospital Vertical management,the department is responsible for its own profits and losses,moderate decentralization,and a management model that promotes development.The catering department clarifies its own nature according to the general idea of the hospital,and implements the service tenet proposed by the hospital;respects technology and labor,and comprehensively improves the connotation construction of the department;uses the satisfaction survey as a method to explore 6 different levels of needs that affect satisfaction;first,grasp the rigid demand of dietary satisfaction through strict supervision and fine management;secondly,provide more than 300 kinds of meal services to solve the difficult problems of the public;at the same time,use free nutrition education services for patients and their families,and train chefs in special cooking methods to improve service quality,pay attention to complaints and opinions,and handle 100%of effective complaints;relieve patients'emotions through restaurant decoration and warm service,and improve patients'sense of belonging;through long-term persistence and pursuit,valuable trust is obtained.In the end,a good effect of effective hospital management,healthy development of the diet system,and patient satisfaction was achieved.