当代护士（下旬刊）
噹代護士（下旬刊）
당대호사（하순간）
Today Nurse
2014年
11期
172-173,174
,共3页
刘晓为%李桂宝%肖翠梅%林辛霞%须眉
劉曉為%李桂寶%肖翠梅%林辛霞%鬚眉
류효위%리계보%초취매%림신하%수미
电话沟通%医疗投诉%医疗纠纷
電話溝通%醫療投訴%醫療糾紛
전화구통%의료투소%의료규분
Telephone communication%Medical complain%Medical dispute
总结了医院内公布投诉电话对减少医疗纠纷的经验。主要包括设立2台投诉电话，24 h接听，接到投诉电话后医院值班人员应于10 min内与投诉人见面，并对事件进行处理。认为在医院内公布投诉电话，能为患者提供方便快捷的投诉途径，让患者释放不满，减少医疗纠纷。
總結瞭醫院內公佈投訴電話對減少醫療糾紛的經驗。主要包括設立2檯投訴電話，24 h接聽，接到投訴電話後醫院值班人員應于10 min內與投訴人見麵，併對事件進行處理。認為在醫院內公佈投訴電話，能為患者提供方便快捷的投訴途徑，讓患者釋放不滿，減少醫療糾紛。
총결료의원내공포투소전화대감소의료규분적경험。주요포괄설립2태투소전화，24 h접은，접도투소전화후의원치반인원응우10 min내여투소인견면，병대사건진행처리。인위재의원내공포투소전화，능위환자제공방편쾌첩적투소도경，양환자석방불만，감소의료규분。
Summarizing the experience of reducing medical disputes through publishing hospital complaints hotline. Mainly including the establishment of 2 telephone for complaints, 24 hours available, the hospital staff on duty should be to meet the complainant within 10 minutes after receiving telephone complaints, and to handle the event. Publishing complaints hotline in the hospital, which provided convenient and rapid way for patients with complaints, let patients release discontent, and reduce medical disputes.
