一站式病人投诉处理机制建设实践与思考

Practice and Reflection on the One-Stop Processing of Patients'Complaints

目的探索便捷有效的病人投诉处理途径,构建和谐医患关系。方法建立一站式病人投诉处理机制,规范投诉处理流程,畅通病人投诉渠道,化解医患矛盾;主动了解病人需求,再造服务流程,提升服务品质。结果医务人员服务意识增强,病人满意度明显提升,服务质量不断改进,医院"两个效益"明显提高。结论一站式病人投诉处理机制有助于增进医患沟通,融洽医患关系,是调处医院病人投诉的有效形式。

Objective Explore a convenient and harmonious physician -patient relationship. Method effective way to handle patients＇ complaints and build a To establish a one -stop patients＇ complaints handling mechanism, regulate the complaint handling process, smooth channels of patient complaints, resolve conflicts between patients and doctors;take initiative to find out patient needs, and create a new service process,enhance service quality. Result Service awareness of medical staff has been enhanced, patients＇ satisfaction significantly improved, quality of service continually improved, the ＂ two benefits＂ in the hospital has markedly improved. Conclusion One -stop patient complaint handling mechanism will help enhance physician -patient communication, harmonize the relationship between medical staff and patients, thus is an effective mediating form for solving patients＇ complaints in hospitals.