医疗投诉管理循环程序的构建与应用  

Construction and Application of Management Cycle Procedures for Medical Complaints

作　　者：胡文举[1] 宋兰堂[1] 

机构地区：[1]广州军区武汉总医院,湖北武汉430070

出　　处：《华南国防医学杂志》2012年第2期172-173,192,共3页Military Medical Journal of South China

摘　　要：目的实现医疗投诉处理的规范化和程序化,切实提高投诉管理质量和服务水平。方法借鉴戴明循环理论,对医疗投诉管理的"计划、执行、检查、处理"程序内涵进行分析。结果构建了医疗投诉阶段工作有机衔接的循环管理程序,为投诉管理的程序化和规范化奠定了理论基础。结论完善的医疗投诉机构、合理的投诉管理程序,人性化的投诉管理方法,是医疗投诉机制得以有效运行的保障。Objective To achieve the standardization of handling procedures for medical complaint and improve the management quality and service levels. Methods Deming cycle theory was referenced,and the program contents including planning,implementation,inspection,processing for the management of the medical complaints were analysed. Results A convergent cycle management process for medical complaints was established and laid a theoretical foundation for the standardization and programming of medical complaints management. Conclusion The medical complaints agency,reasonable complaints management procedures and user-friendly methods of complaints management can ensure the effective operation of the medical complaint mechanism.

关 键 词：医疗投诉 程序管理 医患沟通 医患关系 

分 类 号：R193[医药卫生—卫生事业管理]