社会力量参与平安医院建设的创新实践研究

Research on Innovative Practice of Involving Social Forces in Safe Hospital Construction

在医院管理中,社会力量在人、财、物等资源、服务、管理机制方面具有明显的优势。本文以浙江省人民医院与杭州市拱墅区武林大妈指导中心合作模式为研究对象,探讨社会力量参与平安医院建设的实践。合作工作室坚持问题、责任、效果导向,积极开展矛盾调处、志愿帮扶、安全巡查等工作,通过及时登记、规范审核、受理调解,以第三方立场运用熟人治理的经验与群防群治力量,积极主动地参与平安医院建设。一年时间,工作室参与处理投诉和意见建议990件:矛盾纠纷和问题解决340件、志愿服务类430件、安抚情绪类220件。调解成功率97.64%,群众满意率100%,取得了医疗质量、安全意识不断提高,平安医院影响力日益提升的良好效果。

In hospital management,social forces have obvious advantages in human,financial,and material resources and service and management mechanism.Taking the cooperation pattern between Zhejiang Provincial People’s Hospital and Hangzhou Gongshu District Wulin Aunt Guidance Center as research object,this paper discussed on the practice of involving social forces in safe hospital construction.The cooperation studio adhered to the problem,responsibility and effect orientation,and actively carried out conflict mediation,voluntary assistance,safety inspection and other work.Through timely registration,standardized review,acceptance and mediation,it actively participated in safe hospital construction with the experience of acquaintance governance and the power of group prevention and governance from a third-party standpoint.In one year,the studio participated in handling 990 complaints and suggestions:340 cases of conflict and problem resolution,430 cases of volunteer service,and 220 cases of emotional comfort.The success rate of mediation was 97.64%,and the satisfaction rate of the masses is 100%.The studio achieved good results including the continuous improvement of medical quality and safety awareness,and the increasing influence of safe hospital.