戴明循环在医院医疗投诉管控中的应用

PDCA Cycle and its use in the control of hospital medical complaints

通过探讨戴明循环（PDCA循环）在医院医疗投诉管理中的应用，将PDCA循环引入医院医疗投诉管控体系，运用PDCA循环实施有效管理医疗投诉过程中的各项工作。自2006年起在医院通过引入PDCA循环，进行医疗投诉管控，到2009年底有效减少了医疗投诉的发生，并将医疗投诉在产生的初期就得到控制，减少了向医疗纠纷方向的转化，明显提高了医疗质量。应用PDCA循环可以有效控制医疗投诉发生，加强医疗安全，构建和谐医患环境。

A study of PDCA Cycle in managing hospital medical complaints may introduce such a cycle into the medical complaints control system of a hospital, effectively handling the medical complaints process. Since 2006 when the cycle was introduced into the hospital for medical complaints control, such complaints have been cut back significantly by the end of 2009. Furthermore, such complaints are under control from the start, and prevented from growing into medical disputes, effectively improving quality of care. Such a cycle can effectively avoid medical complaints, enhance medical safety, and build a harmonious doctor-patient relationship.