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通过对某三甲综合医院近3年来1213例医疗服务投诉的调查分析,研究服务投诉发生的规律、特点、相关因素及深层次原因,并提出防范措施,以期改善医患关系,提高患者满意度,提升医院的社会效益和经济效益。
Through the investigation and analysis of 1213 cases of medical service complaints in a tertiary general hospital in the past 3 years, this paper studies the law, characteristics, related factors and the underlying causes of service complaints, and puts forward preventive measures to improve the doctor-patient relationship and improve patient satisfaction, Improve the hospital’s social and economic benefits.