性格分析在医院老年投诉者接待中的应用  

Application of Personality Analysis in the Reception of Hospital Senile Complaints

作　　者：严荣华[1] 翟高峰[2] 

机构地区：[1]南通大学附属医院分院(南通市老年康复医院)医务部,江苏南通226001 [2]南通大学附属医院医务部,江苏南通226001

出　　处：《中国卫生产业》2017年第33期151-152,155,共3页China Health Industry

摘　　要：目的探讨性格分析在医院老年投诉者接待中的应用效果。方法对该院在2012年1月—2016年12月之间接待的125例老年投诉者资料进行回顾性分析,总结应用观察法对投诉者进行性格分析在投诉接待处理中的作用。结果 125例老年投诉者中属于成熟型或健康型25例,安乐型或悠闲型18例,防御型或自卫型20例,愤怒型或攻击型55例,自责型或忧郁型7例。所接待投诉均得到圆满处理,期间发生相关赔偿或补偿223 522.17元,较2007—2011年期间相关赔偿额下降了52.74%;演变为重大纠纷2起,较2007—2011年期间发生数下降了66.67%;接待过程中未发生人身意外。结论在医院老年投诉者接待中应用性格分析,可充分利用不同性格的优点和缺点,做到有的放矢,巧妙化解医患矛盾,值得推广。Objective To study the application effect of personality analysis in the reception of hospital senile complaints. Methods The data of 125 cases of senile complaints from January 2012 to December 2016 in our hospital were reviewed and the effect of personality analysis in the reception of hospital senile complaints was analyzed. Results Of 125 cases, 25 cases were in mature type and health type, 18 cases were in euthanasia type or carefree type, 20 cases were in defense type or self-defense type, 55 cases were in angry type or offensive type, 7 cases were in remorse type or depression type, and the reception and compliant were successfully handled, and the related compensation was 223 522.17 yuan, decreasing by 52.74% compared with that between 2007 and 2011, 2 cases were evolved into the major disputes, decreasing by 66.67% compared with that between 2007 and 2011, and there were no personal accidents in the reception course. Conclusion The personality analysis in the reception of hospital senile complaints can fully use the advantages and disadvantages of differ-ent personalities and skillfully solve the medical contradictions, which is worth promotion.

关 键 词：老年投诉者 性格分析 接待 医患矛盾 

分 类 号：R19[医药卫生—卫生事业管理]