浅谈门诊投诉原因分析及管理措施  

Talking about the Cause Analysis and Management Measures of Outpatient Complaints

作　　者：孙明玉 SUN Ming-yu(Outpatient Department,Jigang Hospital,Jinan,Shandong Province,250101 China)

机构地区：[1]山东省济南市济钢医院门诊部,山东济南250101

出　　处：《中国卫生产业》2020年第16期38-40,共3页China Health Industry

摘　　要：门诊医疗服务受到诸多因素的影响经常会出现门诊投诉的问题,如果不能有效解决问题,将会对医疗工作的和可持续发展、和谐医患关系的建设产生直接影响。该文分析医院的门诊投诉原因,详细研究具体的投诉类型,并提出几点解决投诉问题的对策,通过多措施并举、分类处理等方法降低投诉问题的发生率,为人们提供高质量的门诊服务,达到预期的服务工作目标。The process of outpatient medical services,outpatients are often affected by many complaints,if not effectively resolved,it will have a direct impact on the medical work and the development of a sustainable and harmonious doctor-patient relationship.The following analyzes the causes of outpatient complaints in hospitals,studies the specific types of complaints in detail,and proposes several countermeasures to resolve the complaints.Through multiple measures and categorization,the incidence of complaints can be reduced to provide high quality outpatient services to achieve the expected service work goals.

关 键 词：门诊投诉 原因分析 管理措施 

分 类 号：R19[医药卫生—卫生事业管理]