CAJ | 학술논문

为提升投诉管理质量和医疗服务水平，医院运用PDCA循环管理，创新医患管理服务模式与管理思路，构建医疗投诉信息化管理平台，建立医疗投诉标准化管理规程，搭建医患沟通桥梁，实现医疗投诉管理的规范化和程序化，可持续性管理医疗投诉，患者满意度得到有效提升。
위제승투소관리질량화의료복무수평，의원운용PDCA순배관리，창신의환관리복무모식여관리사로，구건의료투소신식화관리평태，건립의료투소표준화관리규정，탑건의환구통교량，실현의료투소관리적규범화화정서화，가지속성관리의료투소，환자만의도득도유효제승。
To do better in medical complaint management and medical service,our hospital,with PDCA,has inno-vated models of management and service for patients,the train of management thought,and established the informationiza-tion platform for medical complaints,made regulations for standardized management of the complaints,built doctor-patient communication bridge,and realized the standardization,routinization and sustainability of medical complaint management. Consequently,patient satisfaction is effectively improved.