广东省中医院医患关系管理调查研究  

Survey on hospital patient relationship management in Guangdong Province Traditional Medical Hospital

作　　者：钟晨[1] 庄一强[2] 宋莉萍[3] 谭俊军[3] 蔡华[2] 

机构地区：[1]广东药学院 [2]艾力彼管理顾问有限公司 [3]广东省中医院,广州市大德路111号510120

出　　处：《中国医院》2007年第8期17-19,共3页Chinese Hospitals

基　　金：广东省中医药局科研基金赞助

摘　　要：本研究对广东省中医院现有的医患关系管理系统进行了深入的现场调研,采用了问卷调查、深度访谈、焦点小组讨论、模拟病人等多种专业调研方法,通过将该院数据与12家三甲医院对照组数据进行横向比较,得出调研结果:本院患者比对照组患者对投诉有效性的肯定程度更高;患者忠诚度(97%)远远高于对照组(90%);员工有较好的医患沟通观念并对沟通技巧和危机预防培训有强烈的要求。Objective： to analyze hospital patient relationship in Guangdong Province Traditional Medical Hospital, Methods： questionnaire, in-depth interview, focus group and participant observation, Control groups were 12 tertiary hospitals. Cross section analysis was made. ResuIts： the effective complaint rate was higher in Guangdong Province Traditional Medical Hospital than control group. Patient loyalty rate was 97% in Guangdong Province Traditional Medical Hospital, nigher than control group. Staff had good communication skill and wanted to get cricis prevention training,

关 键 词：医患关系管理 投诉 问卷调查 现状分析 

分 类 号：R197.4[医药卫生—卫生事业管理]