大型综合性公立医院信访及其归档工作的探讨  

Exploration of Letter and Visit and Its Archiving Work in Large General Public Hospitals

作　　者：王娟娟[1] 陈明明 WANG Juanjuan;CHEN Mingming(Quality Management Evaluation Department,Affiliated Hospital of Qingdao University,Qingdao,Shandong Province,266003 China)

机构地区：[1]青岛大学附属医院质量管理评价部,山东青岛266003

出　　处：《中国卫生产业》2023年第1期59-62,共4页China Health Industry

摘　　要：医院信访事件主要来源于医疗纠纷,本文从医疗纠纷信访事项的处置原则、医院内外部信访工作机制的规范建立、工作人员应具备的素质及典型案例剖析4个方面,具体分析医院信访工作,强调不同原因引发的信访事件应采取有针对性的应对方式,医院内部应建立密切的部门间合作、打通外部处置流程,信访工作人员应有丰富的知识储备、有效的沟通能力及持续的综合提升能力,要信息化规范管理信访档案,形成医院信访工作的管理闭环。Hospital petition events mainly come from medical disputes.This paper analyzes hospital petition work in detail from four aspects:handling principles of medical dispute petition matters,normative establishment of hospital internal and external petition working mechanism,quality of staff and analysis of typical cases.It emphasizes that petition events caused by different reasons should be dealt with in a targeted way.Within the hospital,close inter-departmental cooperation should be established to open up the external disposal process.The staff of complaint reporting should have rich knowledge reserve,effective communication ability and continuous comprehensive improvement ability.The complaint reporting files should be standardized information management to form a closed management loop of the hospital's complaint reporting work.

关 键 词：信访事件 处置原则 档案管理 工作机制 医院信访工作 

分 类 号：R19[医药卫生—卫生事业管理]