Translation. Region: Russian Federation –
Source: Moscow Government – Government of Moscow –
The My Administrator project has been running for four years. It first started working in outpatient clinics, and then in outpatient oncology centers, hospital admissions departments, and flagship emergency centers. About the project and the people who are bringing it to life, in his blog Sergei Sobyanin.
“Since the first days of work, the calling card of Moscow public service centers “My Documents” has been sincere service. And four years ago, friendly, responsive administrators, capable of finding an approach to solving any problem, came to the city’s healthcare institutions,” the Mayor of Moscow wrote.
Today, more than two thousand administrators work in 347 buildings of medical organizations in the city. Specialists help patients understand the work of the unified medical information and analytical system, register with a polyclinic, and sign up for examinations. They also maintain contact with relatives and resolve many other organizational and everyday issues. In total, over four years, administrators have come to the aid of patients more than 195 million times.
To become an administrator, you first need to work in the My Documents offices: hone your skills in confident and friendly communication with people, immerse yourself in the corporate culture of government service centers and, finally, understand whether all this suits you.
Then you need to undergo training at the educational center “Academy of Sincere Service”. Here, future administrators are introduced to the specifics of work in clinics, flagship centers and admissions departments, their proactive behavior skills are developed, and they are also taught options for solving non-standard situations. And only after that can they begin to perform their duties in medical institutions.
Guided by the principle of “people first” that was laid down in multifunctional centers, administrators strive to devote time to each patient. They already have many good stories in their collection.
Marina Grigoryan, an administrator at the City Clinical Hospital No. 67 named after L.A. Vorokhobov, told about one of them. One day, a neurosurgeon approached her and asked her to help a patient. The girl lost consciousness on the street, and passersby called an ambulance. Sofia (that was the patient’s name) came to visit her boyfriend from another city and went for a run, where everything happened. The girl did not remember her friend’s phone number or the address of his apartment. And only after remembering his nickname on a social network, Sofia was able to write a message using the administrator’s account. The young man came to pick her up, and everything ended well.
“Once a patient with a head injury was admitted to the emergency room. This in itself is very unpleasant. But it was clear that the woman was upset about something else. After talking to her, I found out that the patient was in a hurry to catch the bus, slipped and fell, hitting her head hard. Because of this, she will not be able to meet her grandchildren who came to visit and spend the long-awaited weekend with them. Then we helped her call her grandchildren via video link. And after she was discharged, we called a taxi home,” Olga Shibaeva, an administrator at the V.P. Demikhov Hospital, shared her story.
Tatyana Belikova, administrator of Diagnostic Center #3, Branch #1, told how, while working in the information terminal area, she was helping a visitor reschedule her appointment for a fluorography and noticed that the woman’s hands were shaking and her face was sweating. When asked about her health, she replied that she was dizzy and had difficulty breathing. But the woman was in a hurry to get the examination done quickly so that she could make it to work. But Tatyana saw that the person needed urgent help. She promised to reschedule the fluorography for another time and insisted on an immediate visit to the doctor on duty. And as it turned out, she was right: the woman began to lose consciousness. She was immediately seated in a wheelchair and taken to the doctor. It was a heart attack. The clinic’s cardiologist provided emergency assistance and gave the order to call an ambulance. The patient was hospitalized and given the necessary treatment.
And Elina Evgrafova, an administrator at Branch No. 4 of City Children’s Polyclinic No. 10, recalled how during her shift a father with five small children came to the doctor on duty. He looked confused and did not understand what to do. Elina met the family at the entrance, taught the children how to use the shoe cover machines, helped them undress and make an appointment with the doctor. And then she and the children, while they were waiting for an appointment, played “The Swan Flew.” The kids were happy, and the head of the family was very grateful for the sincere and friendly attitude. The visit to the polyclinic turned out to be not only successful, but also fun.
Sergei Sobyanin spoke about the introduction of sincere service in healthcare institutions
Please note: This information is raw content directly from the source of the information. It is exactly what the source states and does not reflect the position of MIL-OSI or its clients.
Please note; This information is raw content directly from the information source. It is accurate to what the source is stating and does not reflect the position of MIL-OSI or its clients.