中国医院
中國醫院
중국의원
CHINESE HOSPITALS
2014年
5期
48-49
,共2页
门诊管理%投诉原因
門診管理%投訴原因
문진관리%투소원인
outpatient management%cause for complaint
目的：探讨门诊投诉的原因及特点，提出合理的投诉管理措施，提高门诊的服务质量。方法：回顾性分析门诊办公室的投诉资料，考察门诊投诉发生的原因，提出投诉管理措施。结果：门诊投诉主要集中在服务与沟通、各科室的医生中，投诉的解决方式主要通过与科室协商及门诊办公室解释，获取患者谅解，化解纠纷；医院管理部门通过公示投诉、绩效考核、严格出停诊管理、宣传沟通渠道及加强门诊服务规范性等措施，可减少门诊投诉。结论：医院门诊应以病人为中心，增强服务意识，改善服务态度，为患者提供优质的医疗服务，同时重视门诊投诉，及时解决，并采取合理有效的投诉管理措施，有利于避免各类医疗纠纷投诉的发生，提高医疗服务质量，构建和谐的医患关系。
目的：探討門診投訴的原因及特點，提齣閤理的投訴管理措施，提高門診的服務質量。方法：迴顧性分析門診辦公室的投訴資料，攷察門診投訴髮生的原因，提齣投訴管理措施。結果：門診投訴主要集中在服務與溝通、各科室的醫生中，投訴的解決方式主要通過與科室協商及門診辦公室解釋，穫取患者諒解，化解糾紛；醫院管理部門通過公示投訴、績效攷覈、嚴格齣停診管理、宣傳溝通渠道及加彊門診服務規範性等措施，可減少門診投訴。結論：醫院門診應以病人為中心，增彊服務意識，改善服務態度，為患者提供優質的醫療服務，同時重視門診投訴，及時解決，併採取閤理有效的投訴管理措施，有利于避免各類醫療糾紛投訴的髮生，提高醫療服務質量，構建和諧的醫患關繫。
목적：탐토문진투소적원인급특점，제출합리적투소관리조시，제고문진적복무질량。방법：회고성분석문진판공실적투소자료，고찰문진투소발생적원인，제출투소관리조시。결과：문진투소주요집중재복무여구통、각과실적의생중，투소적해결방식주요통과여과실협상급문진판공실해석，획취환자량해，화해규분；의원관리부문통과공시투소、적효고핵、엄격출정진관리、선전구통거도급가강문진복무규범성등조시，가감소문진투소。결론：의원문진응이병인위중심，증강복무의식，개선복무태도，위환자제공우질적의료복무，동시중시문진투소，급시해결，병채취합리유효적투소관리조시，유리우피면각류의료규분투소적발생，제고의료복무질량，구건화해적의환관계。
Objectives: Explore the causes and characteristics of patient complaints and propose a reasonable complaint management measures to improve the patient's quality of medical services. Method: A retrospective analysis of outpatient clinic office complaint information, investigate the cause patient complaints, complaint management measures. Results: Outpatient complaints focused on service and communication, doctors in various departments, mainly through complaints solutions in consultation with departments and outpatient office explained that access to patient understanding, and resolve disputes; hospital management sector through public complaints, performance evaluation, strictly a stop visits patient management,, promotional communication channels and enhance patient services regulatory and other measures to reduce patient complaints. Conclusion: Hospital outpatient should be patient-centered, enhance service awareness, improve service, to provide patients with quality health care services, while focusing on patient complaints promptly resolve complaints and to take reasonable and effective management measures help to avoid all kinds of medical malpractice complaints occur, improve quality of medical services, building a harmonious doctor-patient relationship.
