医疗服务投诉调查与思考  

Investigation and service consideration of medical service complaint

作　　者：奚从华[1] 金其林[1] 顾文斌[1] 

机构地区：[1]上海市杨浦区中心医院,上海200090

出　　处：《中国卫生质量管理》2006年第4期28-30,共3页Chinese Health Quality Management

摘　　要：目的加强医院管理,提高医疗质量和病人满意度。方法对某大型综合性医院近3年的医疗投诉进行统计和分析。结果患者投诉最多的是就诊和治疗过程中的质量和服务,尤其是服务问题。结论优化就医流程,加强对医务人员的职业教育,建立投诉管理机制是降低投诉的有效措施。Objective Enhancing the hospital management, increase patient approval offering according to. Method To statistic the complaint ease in last three years through the comparative and descriptive analysis. Restilt The sufferer throws to tell at most of be link that medical treatment quantity with service attitude problem. Conclusion Hospital manager should to excellent turn the out - patient service process, enhance to educate to the occupation of the medical personnel, establish at the same time to throw to tell the management system with the perfeet medical treatment.

关 键 词：医疗投诉 调查 思考 

分 类 号：R47[医药卫生—护理学] R197.323[医药卫生—临床医学]