基于卫生经济成本的医院投诉管理对策探讨  

Discuss of Countermeasures of Hospital Complaint Management Based on Economic Costs of Health

作　　者：王勰[1] 阎正民[1] 

机构地区：[1]四川大学华西公共卫生学院,成都610041

出　　处：《医学与社会》2016年第11期53-55,共3页Medicine and Society

摘　　要：在当前医疗服务环境条件下,医患矛盾越来越受到社会关注。医院投诉管理是处理医患纠纷,缓解医患矛盾,优化医疗服务水平的重要工作。医院投诉管理的运营成本主要为成本投诉管理机构设置运行所花费的费用成本,调解投诉过程中带来的本可以避免却没有避免的损失的机会成本,因医务人员消极行为所带来的隐性成本或为保障医疗安全采取过多保护措施增加的隐性成本。对投诉管理机构设置运行所花费的运营成本、调解投诉过程中本可以避免却没有避免的损失产生的机会成本、医务人员消极行为所带来的隐形成本、保障医疗安全采取过多保护措施增加的隐形成本进行卫生经济成本分析,提出积极处理医疗投诉与降低卫生经济成本的现实对策。Under the condition of the current medical service environment, doctor-patient contradiction gets more and more attention of soci- ety. Hospital complaint management is the important methods to conduct doctor-patient dispute processing, alleviate the doctor-patient contradic- tion, optimize the medical service level. Operating cost, mainly is the cost of complaint management institutions run. Opportunity cost is a lost from what can be avoided in the process of complaint mediation, hidden cost is cost brought by the negative behavior of medical staff or increased cost of taking too many protective measures to protect the safety of medical treatment. Through carrying on health economic cost analysis of operat- ing costs, opportunity cost, hidden cost, we put forward realistic countermeasures of dealing with medical complaints actively and decreasing the cost of health economic.

关 键 词：医院管理 投诉 卫生经济成本 

分 类 号：R19-0[医药卫生—卫生事业管理]