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目的:加强门诊投诉管理工作,促使患者满意度大幅提高。方法:对门诊投诉原因进行总结,通过改进服务理念、强化沟通能力、优化就诊流程、加强健康教育等方法,强化门诊投诉管理工作,并对患者满意度改善情况进行统计。结果:强化门诊投诉管理工作后,患者满意度有显著提高(P<0.05)。结论:在门诊管理中对投诉管理工作给予充分重视,积极改进门诊服务理念,主动应对患者门诊投诉,对就诊流程予以进一步优化,不断强化门诊投诉管理,可大幅提高门诊患者满意度。
Objective: To strengthen the management of out-patient complaints and to promote a substantial increase in patient satisfaction. Methods: To summarize the causes of outpatient complaints, strengthen the management of outpatient complaints by improving the service concept, strengthening communication skills, optimizing the flow of treatment and strengthening health education, etc., and making statistics on the improvement of patient satisfaction. Results: The patient satisfaction was significantly improved after intensified outpatient complaints management (P <0.05). Conclusion: Paying full attention to the management of complaints in outpatient management, actively improving the concept of outpatient service, proactively responding to patients’ outpatient complaints, further optimizing the visiting procedure and continuously strengthening outpatient complaint management, which can significantly improve outpatient satisfaction.