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    群防群治,服務為先,打造百分百滿意度“楓橋式”社區衛生服務中心

     

        20世紀60年代初,浙江省諸暨市楓橋鎮干部群眾創造了“發動和依靠群眾,堅持矛盾不上交,就地解決。實現捕人少,治安好”的“楓橋經驗”,55年過去了,經過不斷豐富和發展的“楓橋經驗”歷久彌新,散發出經久不衰的魅力。在新時代的歷史新起點上,被賦予新內涵的“楓橋經驗”已經成為群眾工作的重要基石和力量源泉。

        隨著新時代的到來,群眾的物質文化生活日益繁盛,對健康的需求也從簡單的有病治病轉化為高品質的服務需求。今年以來,香花橋街道社區衛生服務中心強化群眾矛盾糾紛預警預判,建立分級化解處置機制,用“楓橋式”群眾路線老經驗加新時代社區衛生服務新辦法,走進社區群眾,聽民聲、知民意、解民憂,以服務為先,打造百分百滿意度的“楓橋式”社區衛生服務中心。

     建起基層矛盾糾紛“第一道防線”

        香花橋社區衛生服務中心承擔著轄區內4萬余戶籍人口、10萬余常住人口的醫療衛生服務工作,人口多密度大,日常衛生服務中出現的問題也多,時有居民因對政策制度不解、對服務方式不適、對就診情況不滿等造成的摩擦和磕磕絆絆的事發生。為了更有效地化解矛盾糾紛,中心建立了分級化解處置運行機制,形成科室人員首問負責制、辦公室信訪歸口制、班子領導每周接待制,做到“小矛盾平息在科室、遇難題歸口協商分化、硬骨頭領導下力氣解決”,設A、B角受理聯絡員,更靈活、有效地處理和化解在衛生服務過程中的矛盾糾紛,對于積怨較深、歷史較長的矛盾和信訪案件,則由中心領導親自掛牌督辦。

     做好聯系群眾的橋梁和樞紐

        信訪接待工作是聯系群眾的橋梁和紐帶,在社區衛生服務工作中,它是社區老百姓尋求解決健康服務問題的第一線,接待人員的態度,很大程度上影響著矛盾糾紛的化解。在接待中,整天面對的是怨聲重重的上訪群眾,是急需幫助解決健康和衛生問題的社區老百姓,對此,中心信訪接待人員小陸掌握著一個原則:做群眾的貼心人!他為人熱情,說話總是和和氣氣,笑呵呵的,面對急躁求醫的患者他輕聲安撫,面對暴跳不滿的家屬他細心解釋,他幫助急需轉院的病患按時轉診,協調攜帶押金不夠的老人及時就診,安撫因電腦信息問題不能就診的群眾,尋找相關部門幫助解決群眾投訴建議……他說:信訪工作就是要坐到群眾堆里,走進群眾心里,要從群眾的利益出發,與群眾融合在一起,用真誠贏得信任,用行動贏得認可。

    解決群眾就醫“最后一公里”

        在社區衛生服務工作中,碰到最多的問題就是群眾就醫配藥難的事情。楊先生是一名高血壓患者,年齡大出行困難,在三級醫院就診后醫生開具了二種高血壓對癥治療藥物,但此二種藥物并未列入社區衛生服務中心的基藥目錄,他希望中心能夠幫助其解決困難,提供二種藥物的配治。在了解情況后,中心領導立即建立解決方案,及時向衛計委作出特別申請,在得到衛計委支持下及時購入了二種藥品,幫助楊先生就近配藥,讓楊先生在家門口就能配到放心藥,得到及時的醫治。當楊先生拿到中心醫務人員送上的藥物時,他高興地感謝道:“社區衛生服務是真的能為我們老百姓解決困難啊,謝謝你們!”

        以“楓橋式”群眾路線經驗在新時代形成新理念,香花橋街道社區衛生服務中心主任唐衛琴說:“信訪無小事。社區衛生工作就是服務群眾,我們要秉承一切為了群眾,一切依靠群眾,在工作中化解矛盾,通過我們的行動,形成和諧、群防群治的社區衛生服務模式。” 從2017至2018上半年,中心共化解各類群眾信訪矛盾13起,案件按時辦結率、解決率和群眾回訪滿意度均達到100%,努力實現了社區健康護航的群防群治,和諧潤心!

     

                                                              香花橋街道社區衛生服務中心

                                                                     2018年9月13日

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