基于闭环管理的投诉管理联动机制探讨  

Discussion on the Linkage Mechanism of Complaint Management Based on Closed-loop Management

作　　者：周琴芬 朱蔚玲[1] 唐慧琳[1] 项振扬[1] 姜春华[1] 祖学亮[1] ZHOU Qin-fen;ZHU Wei-ling;TANG Hui-lin;XIANG Zhen-yang;JIANG Chun-hua;ZU Xue-liang(Taizhou Hospital of Zhejiang Province)

机构地区：[1]浙江省台州医院

出　　处：《医院管理论坛》2022年第11期40-42,共3页Hospital Management Forum

摘　　要：做好投诉管理工作既是医院服务工作持续改进的必然要求,也是清廉医院建设的重要抓手,更关系到医院可持续健康发展。目前部分医院存在着对投诉管理重视程度不够、缺乏体系化管理、部门配合不紧密、闭环管理意识不强等问题。医院在党建引领下,以问题为导向,通过列好“四张清单”、多部门联动协同发力、运用“1+3质量改进”思维,实现系统化、一体化投诉管理,化投诉为改进,全面提升服务质量,助力清廉医院建设,为其他医院探索投诉管理提供借鉴和参考。Doing a good job in complaint management is not only an inevitable requirement for continuous improvement of hospital services,but also an important starting point for building a clean and honest hospital,which is more related to the sustained and healthy development of hospitals.At present,there are some problems in hospitals,such as insufficient attention to complaint management,lack of systematic management,lack of close cooperation among departments,lack of awareness of closed-loop management,etc.Under the guidance of the Party’s construction,and problem-oriented,the hospital through the"four lists",multi-department cooperation,and the"1+3 quality improvement"thinking,realized systematic and integrated complaint management system,turning the complaints into service improvements,comprehensively improves service quality,and helps clean hospital construction.

关 键 词：医院 投诉管理 服务改进 

分 类 号：R197.3[医药卫生—卫生事业管理]