“未诉先办”秉承人文理念,提升患者满意度  

“Do without complaint”adhering to the humanistic concept,to improve patients’satisfaction

作　　者：陈妍[1] Chen Yan

机构地区：[1]北京回龙观医院

出　　处：《叙事医学》2021年第4期270-272,共3页Narrative Medicine

摘　　要：患者满意度是评价医院服务质量的指标之一,也是医院改善服务质量的客观依据。2020年,受新型冠状病毒肺炎疫情影响,患者表达诉求的方式、途径、内容和特点都有了新变化。以12345政务服务便民热线(简称12345热线)为载体的"接诉即办"机制,为快速响应和解决患者的诉求开辟了新通道。北京市政府在进一步巩固提升、持续深化12345热线响应机制的基础上,更是将"接诉即办"延伸至"未诉先办"的新阶段,在处理医疗投诉过程中秉承人文理念,本着以人为本的精神,运用人文化沟通技巧解决患者诉求,从而构建和谐的医患关系,提高患者满意度。Patients’satisfaction is one of the indicators to evaluate the service quality of hospital,and it is also the objective basis for the hospital to improve the service quality.In 2020,the way,content and characteristics of patients’appeal changed due to the novel coronavirus pneumonia.New mechanism of"complaint handling"was launched by the government hotline 12345.It opened up a new channel for responding and resolving patients’demands quickly.The Beijing municipal government has extended"handling complaints immediately"to a new stage of"handling complaints before complaints"on the basis of further strengthening and deepening the response mechanism of 12345 hotline.In the process of handling medical complaints,the Beijing municipal government adheres to the humanistic concept and the people-oriented principle,and uses human cultural communication skills to solve patients’demands,so as to build a harmonious doctor-patient relationship and improve patients’satisfaction.

关 键 词：政府热线 患者满意度 人文理念 未诉先办 

分 类 号：R47[医药卫生—护理学]