浅析医疗投诉管理的必要性及其原则  

Analysis of the Necessity and Principles of Medical Complaints Management

作　　者：张宗久[1] 高光明[1] 范晶[1] 苏明丽[2] 李刚[3] 乐虹[4] 

机构地区：[1]卫生部医疗服务监管司,北京100044 [2]宜昌市第一人民医院,湖北宜昌443000 [3]华中科技大学同济医学院附属同济医院,湖北武汉430030 [4]华中科技大学同济医学院医药卫生管理学院,湖北武汉430030

出　　处：《中国医院管理》2010年第4期1-3,共3页Chinese Hospital Management

基　　金：卫生部基金课题(14516103)

摘　　要：在医疗卫生服务事业蓬勃发展的同时,医患关系也日趋紧张。文章对医疗投诉的原因、规范医疗投诉管理的必要性、正确看待医疗投诉等问题进行了阐述,为提高医疗服务质量、规范医疗服务流程提供参考。The relationship between doctors and patients has become increasingly intense with the flourshing development of health service.The reasons for medical complaints, the need to standardize the management of medical complaints, and the correct treatment on medical complaints are discussed . Therefore, it provides refenence for improving the quality of medical service and standardizing the process of medical service.

关 键 词：医疗投诉 规范 管理 

分 类 号：R197.32[医药卫生—卫生事业管理]