摘要
医院投诉管理是医院管理体系中的重要环节。规范化、专业化、制度化地做好医院投诉管理可有效缓解医患矛盾,构建和谐的医患关系,提高患者对医疗服务的满意度。本文对医院投诉管理的发展历程进行了简单的介绍,并对如何做好医院投诉管理进行了分析和阐述。
The new period, the hospital will complaint management as an important part of hospital management, to promote the complaint management standardization, specialization, systematization, effectively alleviate the contradiction between doctors and patients, to lay the foundation for enhancing the construction of the harmonious relationship between doctors and patients, patient satisfaction on medical service. In this paper, the historical process of medical complaint management and how to improve the work of hospital management complaints were discussed.
关键词
医院
投诉管理
医疗服务
complaints management
Hospital
medical service
