Regarding the improvement activities at our clinic

At Shunyokai Central Hospital, in order to create smiles for each staff member and patient, we established the Improvement Promotion Committee in 2016 and began initiatives based on improvement activities. The specific activities of the improvement initiatives involve staff reporting their observations and suggestions through an "Improvement Report." With the motto "It's okay to fail, let's give it a try!" the goal is for everyone to work together to enhance both the way staff work and the quality of medical care provided to Patients. A team of 6 to 7 staff members is formed, and together, the team submits the Improvement Report. To enhance the quality of medical care, provide compassionate medical services to patients, and realize our hospital's mission, it is essential to first improve the happiness and motivation of our staff.At our hospital, through improvement activities, we aim to create a work environment where staff can work comfortably and communication flows smoothly. This, in turn, leads to the enhancement of the quality of medical services.

【Example of an Improvement Report】

Creating an Improvement Report also contributes to the development of self-reliant individuals who think and act independently. Each month, the Improvement Promotion Committee reviews the reports. Outstanding reports are displayed on a bulletin board and shared among staff members, with awards given in categories such as "Effectiveness Award," "Team Effort Award," "Idea Award," and "Director's Choice."

【Reporting Procedure for Improvement Reports】

The Improvement Promotion Committee members from each department provide support and help turn everyone's observations and suggestions into tangible actions.
①Observation
②Review
③Report
④Approval
⑤ Preparation
⑥ Implementation
⑦Submission
⑧Distribution

【Previous Activities】

September 2016Establishment of the Improvement Promotion Committee
October 2017First Improvement Conference Held
December 2017Award Ceremony
October 2018Second Improvement Conference Held
December 2018Award Ceremony
2019Introduction of QC Circle Activities
October 2019Third Improvement Conference Held
December 2019Award Ceremony
April 2020QC Circle Activity Training Starts
October 2020Fourth Improvement Conference Held
December 2020Award Ceremony
October 2021Fifth Improvement Conference Held (Conducted with Committee Only Due to Infection Control Measures)
April 2023Sixth Improvement Conference Held Online

【Kaizen Conference】

Once a year, the Shunyokai Kaizen Conference is held, where outstanding improvement reports selected by staff and improvement teams that submitted many reports are recognized and awarded. Throughout the year, representatives from each department are first selected from the improvement reports submitted by staff. These department representatives then present their reports at the Kaizen Conference. This presentation opportunity also serves as a chance to refine and learn from each other's perspectives and innovations in improvement.

【QC Circle Activities】

Since 2019, in response to staff requests, we have implemented QC Circle activities. Unlike general improvement activities, QC Circle activities focus on tackling issues that are difficult to resolve individually. This requires collaboration with relevant parties, providing an opportunity to foster teamwork. One of the key purposes of QC Circle activities is to develop teamwork and create a positive workplace culture. Additionally, through these activities, staff learn the problem-solving processes, achieve objectives, and adopt a QC approach to thinking. This helps in systematically developing problem-solving skills, enhancing workplace practices, and improving the quality of medical care. Ultimately, it contributes to creating the desired work environment and achieving better patient service.
QC Circle Activities Purpose
  1. Human Resource Development: Acquiring Problem-Solving and Goal-Achievement Skills
  2. Creating a Positive Workplace: Teamwork
  3. Improving and Developing Organizational Culture

【Achievements】

At our hospital, approximately 30 improvement teams are established, and each year, 300 to 500 improvement reports are submitted.

Annual Number of Improvement Reports

Examples of Awarded Reports

Team NameDepartmentImprovement Theme
BIRDCentral Materials RoomI can do it by myself
Kame LeonNutrition RoomChange in the Arrangement of the Pot Stand
Team K4General WardCreate a IV Preparation Room
IcchanGroup HomeResident's Room Door
MikityMedical Affairs DepartmentTo Improve the Flow of Employee Examinations
MakotoRehabilitation RoomTo Serve as a Guide for Walking Training
The Other Side of the Facility Director's OfficeGeneral Affairs DepartmentReduction of Medical Supplies and Consumables Costs
Dugong DGroup HomeEveryone, be careful!
Muscle SettingRehabilitation RoomEffective Use of Waiting Time
SYKOutpatientDermatology Footrest

【CS Team Activity Report】

  1. Activity Summary
    To provide high-quality medical services, we conduct surveys within the organization based on feedback from patients and users. This allows us to identify issues in the medium to long term, report and disseminate the information to the management department and various sections, and use it as a basis for implementing countermeasures.
  2. Activity Progress
    July 2017First CS Survey Team Meeting
    ①Leader/Sub-Leader Selection
    ②Discussion of Objectives and Goals
    ③Benchmarking Against Other Facilities
    August-September 2017Review of CS Survey Content
    February 2018First CS Survey Conducted (Questions Created with a Focus on Customer Service)
    January 2019Second CS Survey Conducted (Questions Same as Previous Year + Two Types of PX Surveys)
    April 2019Morning Greeting Initiative Started in Each Department Based on Survey Data
    January 2020Third CS Survey Conducted (Implemented with 25 New Questions)
    January 2023 Fourth CS Survey Conducted (Overall Satisfaction Rate of 96.9% for the Organization)
    ・Challenges and Issues with the Survey The survey questions covering the entire organization are insufficient for identifying issues and make it unclear which areas need priority improvement. There is a need for targeted question creation and management methods.
  3. Initiatives for Fiscal Year 2023
    From April 2023Leader/Sub-Leader Selection and Member Reorganization, Review of CS Survey Content
    October 2023Reassessment of CS Committee Activities (Including Possible Merger with the Service Improvement Committee)
    From December 2023Fifth CS Survey Conducted (With the Same Questions as the Previous Year)
    ※Current survey results are being compiled, analyzed, and a report is being prepared
  4. Survey Results
    Please refer to the survey results for each fiscal year below (PDF).
  5. Conclusion and Summary
    The overall patient satisfaction rate for the organization was approximately 95% or higher; however, a certain number of dissatisfaction responses were noted regarding communication and responsiveness. It is believed that implementing section-specific questions and third-party evaluations can lead to more effective and realistic improvements. Therefore, it is necessary to establish a committee to support these activities.

【Service Improvement Committee Activities】

【Purpose】
We aim to improve our services by seeking candid feedback from patients and their families to ensure that patients receive treatment that is reassuring and satisfactory. We address these concerns in a timely manner.

【Activities】
  • We have set up suggestion boxes to gather candid feedback from patients and their families. These boxes are located in the outpatient waiting area, rehabilitation room, each floor of the ward, and in front of the General Affairs Department.
  • Every week, the responsible person collects and inputs discharge surveys, and at the end of each month, distributes the information to each department for sharing.
  • A committee meeting is held once a month to analyze feedback, discuss countermeasures, and implement improvements.
  • Complaints are reported to the relevant department, and improvement requests are made.
  • Staff members submit "thumbs-up" reports to each other to boost motivation among colleagues.
We have responded to the patients' requests.
【Future Goals】
We aim to ensure that patients and their families feel that "coming to this hospital was a good decision" by improving our services. We will focus on thorough information sharing among staff and prompt responses to feedback.

【Summary of Results】