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目的:探讨医院门诊部门被投诉的原因及相对应的管理措施。方法:选取2011年10月至2014年9月南方医科大学南方医院门诊60起医疗护理投诉,考察其投诉的原因,提出相关管理措施。结果:门诊部门被投诉的原因主要为服务态度差、缺乏沟通。门诊护士主要通过协商、解释,获得投诉者的谅解;医院管理部门加大管理制度,加强对门诊人员的服务态度意识,通过绩效考核和公示投诉等措施减少门诊投诉。结论:医院门诊应加强服务意识,以患者为中心,为其提供优质的医疗服务,构建和谐医患关系。
Objective: To investigate the reason why hospital outpatient department was complained and corresponding management measures. Methods: From October 2011 to September 2014, 60 medical treatment complaints from Nanfang Hospital of Southern Medical University were selected, the reasons for their complaints were investigated, and relevant management measures were put forward. Results: Outpatient department complaints were mainly due to poor service attitude, lack of communication. Outpatient nurses gained the understanding of the complainants mainly through consultations and explanations; the hospital management departments stepped up the management system, strengthened their awareness of service attitude towards outpatients, and reduced outpatient complaints through performance appraisal and publicity complaints. Conclusion: The hospital outpatient service should strengthen the service consciousness, take the patient as the center, provide the high quality medical service for it, and construct the harmonious doctor-patient relationship.