Refining Quality Management to Advance Outpatient Care Excellence

Refining Quality Management to Advance Outpatient Care Excellence

2026 Wuwei Outpatient Care High-Quality Development Training Program Successfully Held at Wuwei Cancer Hospital

On August 29, the 2026 Wuwei Outpatient Care High-Quality Development Training Program, hosted by the Outpatient Department of Gansu Wuwei Cancer Hospital, was successfully held at the Wuwei Heavy Ion Center. The program focused on key challenges in outpatient management, covering topics such as refined quality control, patient satisfaction improvement, complaint and dispute resolution, effective communication among physicians, nurses, and patients, and the implementation of outpatient quality control indicators. It served as a platform for academic exchange between provincial and municipal experts and for the dissemination of high-quality resources, helping medical institutions across the city acquire cutting-edge concepts and practical experience.

The opening ceremony was hosted by Ye Hui, Head Nurse of the Outpatient Department at Gansu Wuwei Cancer Hospital. Ren Baolong, Chair of the Trade Union at Gansu Wuwei Cancer Hospital, delivered the opening address. He noted that the outpatient department serves as the frontline of patient-facing care and a critical area for medical quality and patient experience. Given the rising expectations of patients, advancing outpatient services toward greater refinement, standardization, and homogenization has become an inevitable trend for the high-quality development of medical institutions across the city. Jin Wenjun, Director of the Outpatient Department at Gansu Wuwei Cancer Hospital, stated in his opening remarks that this training program is tailored to local realities, focusing on quality control, process optimization, risk prevention, doctor-patient communication, and patient satisfaction improvement. He emphasized the importance of establishing a closed-loop mechanism for complaint and negative-feedback resolution based on patient satisfaction evaluation systems, and advocated for "measured communication and empathetic service." Through regular training, the program aims to standardize communication across all stages of outpatient care — including triage, consultations, and patient education — with particular attention to elderly patients and those who may be anxious or agitated, through active listening and empathetic engagement, ultimately improving the patient experience through compassionate communication.

Ye Hui, Head Nurse of the Outpatient Department at Gansu Wuwei Cancer Hospital, chairing the session

Ren Baolong, Chair of the Trade Union at Gansu Wuwei Cancer Hospital, delivering a speech

Jin Wenjun, Director of the Outpatient Department at Gansu Wuwei Cancer Hospital, delivering a speech

During the specialized lecture sessions, Professor Wei Huaping, Director of the Outpatient Department at The First Hospital of Lanzhou University, presented on "Refined Management as a Driver for Outpatient Satisfaction Improvement," sharing advanced practical experience in outpatient quality control and service enhancement. Zhang Yu, Head Nurse of the Outpatient Department at The First Hospital of Lanzhou University, delivered a lecture on "Measured Communication and Empathetic Service: Nurse‑Patient Communication and Dispute Prevention in Outpatient Settings." Jin Wenjun, Director of the Outpatient Department at Gansu Wuwei Cancer Hospital, provided an in‑depth interpretation of the "Interpretation and Application of the 2024 Outpatient Quality Control Indicators." Ye Hui, Head Nurse of the Outpatient Department at Gansu Wuwei Cancer Hospital, presented a "Case Analysis" based on clinical examples. The experts integrated theory with practical experience, delivering content that was both comprehensive and highly applicable — offering participants forward‑looking and actionable insights into outpatient management.

Professor Wei Huaping, Director of the Outpatient Department at The First Hospital of Lanzhou University, delivering a lecture

Zhang Yu, Head Nurse of the Outpatient Department at The First Hospital of Lanzhou University, delivering a lecture

Jin Wenjun, Director of the Outpatient Department at Gansu Wuwei Cancer Hospital, delivering a lecture

Ye Hui, Head Nurse of the Outpatient Department at Gansu Wuwei Cancer Hospital, presenting a case study

After a concentrated and intensive training session, the program concluded successfully. Participants expressed that they had gained substantial knowledge — both as a focused "refresher" of professional skills and as a reinforcement of quality awareness and service philosophy. Taking this as an opportunity, Gansu Wuwei Cancer Hospital will take the lead in implementing the lessons learned, continuing to deepen daily outpatient quality control inspections, one‑stop convenience services, green channels for elderly patients, and other initiatives. The hospital will also actively promote empathetic nursing communication models, embedding management responsibilities into every detail. Going forward, Gansu Wuwei Cancer Hospital will address identified shortcomings with targeted improvements, and through standardized, refined, and scientific outpatient management, will effectively safeguard public health — truly achieving the multiplier effect of "training one cohort, uplifting a team, and inspiring a wider circle."

Writer: Ye Hui, Ma Shuqian

First Review: Ma Shuqian

Second Review: Guo Yishan

Third Review: Cai Qinghua