精细化管理在门诊投诉管理中的应用效果  

The Application Effect of Fine Management in Outpatient Complaint Management

作　　者：丁晓娟 张娟 DING Xiao-juan;ZHANG Juan(Outpatient Department,Affiliated Hospital of Xuzhou Medical University,Xuzhou,Jiangsu Province,221002China)

机构地区：[1]徐州医科大学附属医院门诊部,江苏徐州221002

出　　处：《中国卫生产业》2020年第31期1-3,共3页China Health Industry

摘　　要：目的通过分析门诊患者投诉的原因,归纳规律特点,探讨采取精细化管理的各种措施。方法采取一般统计描述性方法,对2018年6—12月该院门诊发生的67例患者投诉进行回顾性分析,并在2019年6—12月采取精细化管理措施。结果2018年6—12月门诊患者接待投诉患者67例,投诉主要方式为投诉到办公室,占61.2%,投诉主要内容是服务态度,占34.3%。2019年6—12月门诊部共接待投诉41例,同期减少26例,下降38.8%。结论通过加强医患沟通、严格医师出诊管理、优化服务流程、畅通投诉途径等措施,可有效减少门诊投诉,改善患者就医感受,提升医疗服务质量,提高医院管理水平,促进医患和谐发展。Objective By analyzing the causes of complaints from outpatients,summarizing the characteristics of the law,and discussing various measures for fine management.Methods A general statistical descriptive method was used to retrospectively analyze 67 patient complaints that occurred in the hospital's outpatient clinic from June to December 2018,and to adopt refined management measures from June to December 2019.Results From June to December 2018,outpatients received 67 complaints.The main way of complaints was to complain to the office,accounting for 61.2%.The main content of complaints was service attitude,accounting for 34.3%.From June to December 2019,the outpatient department received 41 complaints,a decrease of 26 cases over the same period,a decrease of 38.8%.Conclusion Measures such as strengthening doctor-patient communication,strict management of doctor visits,optimizing service procedures,and smoothing complaint channels can effectively reduce outpatient complaints,improve patient experience,improve medical service quality,improve hospital management,and promote the harmonious development of doctors and patients.

关 键 词：门诊 投诉 精细化管理 就医感受 

分 类 号：R19[医药卫生—卫生事业管理]