多院区接诉即办工作机制初探实践  

Preliminary exploration and practice of the working mechanism of immediate handling of complaints in multi-district hospitals

作　　者：刘诗卉[1] 郭丽 赵双 陈伟[1] LIU Shihui;GUO Li;ZHAO Shuang;CHEN Wei(Beijing Jishuitan Hospital,Beijing,100035,PRC)

机构地区：[1]北京积水潭医院,北京市100035

出　　处：《中国医院》2023年第1期69-71,共3页Chinese Hospitals

摘　　要：通过对北京某医院接诉即办工作模式及机制的剖析,进一步阐述多院区接诉即办协同办理机制的难点在于推进多院区同质化管理的同时,要加强院区间的协同配合。一方面,要推进接诉即办办理流程一体化、团队建设一体化、信息建设一体化等;另一方面,加强院区间的协同配合,不是简单的“1+1=2”,而是要倾注更多的管理资源和管理艺术。因此,多院区接诉即办管理模式还有更多需要探索的方面,医疗机构可勇于创新、不断摸索,使接诉即办助力医院高质量发展。Through the analysis of the work mode and mechanism of a hospital in Beijing,the difficulty of the multi-district hospital coordinated handling mechanism is to strengthen the coordination between hospitals while promoting the homogeneous management of multi-district hospitals.On the one hand,it is necessary to promote the integration of handling procedures upon receipt of complaints,the integration of team building,and the integration of information construction;Pour more management resources and management art.Therefore,there are still more aspects to be explored in the multi-district hospital management mode of handling complaints immediately.Medical institutions can be brave in innovation and continue to explore,so that the handling of complaints can help the high-quality development of hospitals.

关 键 词：接诉即办 多院区 工作机制 协同管理 

分 类 号：R197.3[医药卫生—卫生事业管理]