门诊投诉原因分析及管理措施  

Causes and management countermeasures on outpatient complaints

作　　者：周君[1] 王燕森[2] 陈富强[1] 

机构地区：[1]北京协和医院,北京市东城区帅府园1号100730 [2]中日友好医院

出　　处：《中国医院》2014年第5期48-49,共2页Chinese Hospitals

摘　　要：目的:探讨门诊投诉的原因及特点,提出合理的投诉管理措施,提高门诊的服务质量。方法:回顾性分析门诊办公室的投诉资料,考察门诊投诉发生的原因,提出投诉管理措施。结果:门诊投诉主要集中在服务与沟通、各科室的医生中,投诉的解决方式主要通过与科室协商及门诊办公室解释,获取患者谅解,化解纠纷;医院管理部门通过公示投诉、绩效考核、严格出停诊管理、宣传沟通渠道及加强门诊服务规范性等措施,可减少门诊投诉。结论:医院门诊应以病人为中心,增强服务意识,改善服务态度,为患者提供优质的医疗服务,同时重视门诊投诉,及时解决,并采取合理有效的投诉管理措施,有利于避免各类医疗纠纷投诉的发生,提高医疗服务质量,构建和谐的医患关系。Objectives： Explore the causes and characteristics of patient complaints and propose a reasonable complaint management measures to improve the patient＆#39;s quality of medical services. Method： A retrospective analysis of outpatient clinic office complaint information, investigate the cause patient complaints, complaint management measures. Results： Outpatient complaints focused on service and communication, doctors in various departments, mainly through complaints solutions in consultation with departments and outpatient office explained that access to patient understanding, and resolve disputes; hospital management sector through public complaints, performance evaluation, strictly a stop visits patient management,, promotional communication channels and enhance patient services regulatory and other measures to reduce patient complaints. Conclusion： Hospital outpatient should be patient-centered, enhance service awareness, improve service, to provide patients with quality health care services, while focusing on patient complaints promptly resolve complaints and to take reasonable and effective management measures help to avoid all kinds of medical malpractice complaints occur, improve quality of medical services, building a harmonious doctor-patient relationship.

关 键 词：门诊管理 投诉原因 

分 类 号：R197.6[医药卫生—卫生事业管理]