完善牡丹江地区医院病人投诉处理机制研究  

The Study and Practice of Improving the Disposition Mechanism for Patient Complaints in Mudanjiang District

作　　者：杨帆[1] 汪海波[1] 孙立新[1] 

机构地区：[1]牡丹江医学院社科部,牡丹江157011

出　　处：《医学与社会》2009年第6期21-23,共3页Medicine and Society

摘　　要：科学高效的病人投诉处理机制有利于管理者及时发现医院管理中存在的问题,进而提高医疗服务质量、更好地保障医疗服务安全。以牡丹江地区5所医院为样本,收集到926件病人投诉案例,通过调查研究和统计数据的分析,发现本地区医院在病人投诉处理工作中存在的问题。应研究并采用PDCA循环管理模式,建立和完善医院病人投诉处理机制。Scientific and effective disposition of patient complaints helps to reveal problems in hospital management and to improve medical service quality and security.This paper takes samples,altogether 926 patient complaint cases from five hospitals in Mudanjinag district. Through investigation and statistic analysis,this paper discovers problems in the disposition of patient complaints,suggests a PDCA management model, establishes and improves the disposition mechanism for patient complaints.

关 键 词：病人投诉 处理 医疗服务质量 PDCA循环 

分 类 号：R197.322[医药卫生—卫生事业管理]