院务公开工作会议 2012.12

内容：反馈下半年病人对院务公开满意度调查情况

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我院非常重视医院的院务公开工作，设置了宣传栏、网站、群众意见箱，投诉电话，设立院长接待日，广泛征求广大就诊患者对我院医疗服务、医疗价格等方面的意见和建议，接受社会的全面监督，以促进医院提高行医透明度，促使我院职工树立“以病人为中心”的工作理念，不断提高医疗服务水平，为广大人民群众提供更为优质的医疗服务。目前，公开办已完成下半年患者对我院院务公开工作满意度调查问卷。下面请xx反馈调查情况。

刘主任：

一、调查结果及分析

12月1日至15日，我们在院内向患者发放了50份调查问卷。调查显示，患者及家属对我院院务公开工作总体满意率为94.17%。

下半年，我院继续深入推行院务公开工作，向社会公开信息，构建和谐医疗环境。我院医务人员积极落实医疗服务承诺，规范履行告知义务，及时发放住院须知、医患协议书等材料，并能耐心解答患者及家属关于医疗护理、医疗                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        收费等方面的问题，赢得患者及家属满意。

调查中，患者对我院院务公开工作的不满意主要集中在医院药品价格、医疗收费项目标准公开和查询公示方面。同时，个别科室存在未主动、及时发放住院“一日清单”现象。

二、整改措施

（一）丰富院务公开内容，坚持围绕患者最关心、最需要的方面继续做好院务公开工作，注重为患者办实事，向患者提供方便、优质的服务。

（二）加强医院医疗收费方面的公示力度，主动、及时提供规范的费用“一日清单”，提高收费透明度，切实做到一日一公开。强化主动服务意识，主动向患者及家属告知收费信息查询方式。