Is the “Patient Experience Officer” of Dr. Zhang Qiang Group an innovation or a “show”?

Recently, the official micro-signal of "Zhang Qiang Doctor Group" released a recruitment notice to openly recruit the first "patient experience officer" in China. Everyone is curious about this post with the main task of “striking” and “finding 茬”. Some people think that this is an innovation that changes the medical ecology. Some people also question whether there is a “show” suspicion.

Dr. Zhang Qiang, founder of Dr. Zhang Qiang Group, did not pay special attention to the evaluation of the mixed opinions. In his view, no matter what the outside world said, his goal is very clear - he is looking for someone who truly expresses the voice of the patient, and this person is likely to promote the transformation of medical services, and even become a subversive.

“Patient Experience Officer” = “Puzzle Officer”?

Zhang Qiang said that the main task of the “Patient Experience Officer” established by the Doctor Group is to check the medical treatment process and track the feedback to the patient experience. She must not only personally participate in every step of the medical treatment process, but also must keep in touch with patients, understand their thoughts, listen to their voices, and do a good job of follow-up work, observe the patient experience and make suggestions for improvement.

“We want patient experience to focus on every detail of medical safety and patient experience, no matter how small things she finds, how complicated the process is, and how cumbersome the process is, as long as she feels it will affect the patient experience, we all want her. Can be put forward at the first time, let patients feel comfortable with 360 degrees without a blind corner."

Zhang Qiang said that the doctors group hopes to regard the patient experience as a top priority. Therefore, it is necessary to set up a special position to control every medical link involving safety and convenience. "The popular point is to give the doctor group a 'stabbing'. Feedback on the medical process, on the other hand, docking with the patient, let the doctors understand the patient's opinion, and tell the doctor group any changes in the patient's experience, and then make adjustments and changes."

What problems did the "stabbing officer" have to find out? Zhang Qiang cited several examples: "For example, the doctor's nails are not cut short, the lights in the ward are not warm enough, the charges are not clear, and there is even suspicion of over-medication. The pain management effect of the patients is not satisfactory, and the patient's privacy is not well. Protection, etc., all of which require the attention of the patient experience officer."

In his view, the patient experience officer can not afford a grain of sand, up to the management philosophy of the doctor group, down to the trivial items, no details can be let go, she must become a "patient's voice tube", " The doctor's inspector, "the hospital's scavenger."

Zhang Qiang believes that because the most important and most needed information is obtained, setting up a patient experience officer is conducive to the development of the doctor's group. At the same time, by continuously improving the quality of service, it will also bring greater value to patients.

"The assessment of her is the same. The more meaningful problems that are picked out, the more effective feedback the patient conveys, and the more help and improvement of the process improvement, the more valuable she is." Zhang Qiang believes that the patient experience officer Representing the interests of patients, therefore, patients must be endorsed without hesitation and without reservation.

Why set up a Patient Experience Officer?

For the domestic medical industry , the concept of “patient experience officer” is still unfamiliar. Zhang Qiang said that the emergence of the doctors group is to provide patients with better medical services and a more comfortable medical experience, but for a long time, in the medical industry, the experience of patients as "users" has not been taken seriously. Moreover, since it is to be done, it must be done to the extreme.

“In the past, almost all medical behaviors and medical procedures were developed with hospitals and doctors as the center, not for patients. Although it was convenient for doctors, it ignored the patient's feelings. The patient's medical experience was not Well, the demand is not satisfied: the phenomenon of long queues in the middle of the night is the normal state of large hospitals; because of too many patients, it is difficult for doctors to be patient with each patient. With the Internet and new technologies Application, although the situation is gradually improving, but it is not enough for patients."

After practicing medicine for more than 20 years, Zhang Qiang knows clearly that in the process of visiting a doctor, many patients are in a relatively weak position. Even if they encounter some unpleasantness or see some problems during the treatment, they will be afraid of trouble, affection or worry. Treatment, do not want to tell the doctor. "There are 10 complaints in the patient's mind, but they may only tell one, and this one may be the most insignificant, then we missed another nine recommendations that may play an important role in the development of the doctor's group. ”

He believes that the cost of making up these defects in the process of creating quality medical care will be very high. If there is a middleman and a megaphone, the patient may be more willing to point out these loopholes, and then the intermediary will give feedback to the doctor group; on the other hand, the patient experience officer can also put forward his own opinion from the perspective of the patient, "If we can address these problems Continuous improvement can avoid many potential losses and risks, so the value of the patient experience officer cannot be measured by money."

From the beginning of the establishment of the doctor group, Zhang Qiang's goal is to be in line with the international standards, accept the advanced concept of foreign medical treatment, and the patient experience officer is no exception. Although the patient experience officer's idea is very novel for the Chinese medical industry, the practice of respecting the patient experience has long been a soil abroad.

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