完善患者投诉管理体制 构建和谐医患关系

TO IMPROVE PATIENT COMPLAINT MANAGEMENT SYSTEM AND MAKE DOCTOR-PATIENT RELATIONSHIP HARMONIOUS

近年来,医患关系日趋紧张,医疗纠纷日渐增多。经过分析,在构成医患矛盾紧张的因素中,有80%是由于医患沟通不畅所引起的,因此,畅通医患沟通渠道在培育良好的医患关系中具有重要的作用,而完善患者投诉管理是畅通医患沟通渠道的有效手段之一,它可以提高患者的忠诚度和满意度,改善医院的服务管理,提高医院的服务水平。

Recently, there is a growing tension between doctors and patients and medical disputes have been rapidly increased. Some researches show that 80 percent of the medical complaint were due to the miscommunication between doctors and patients,Therefore,cleaning and smoothing the channels of communication between doctors and patients has became an important way to help cultivating a good doctor- patient relationship. However, according to this study, completing and integrating the management of complaint is one of the most effective means to smoothing and improving the communication channels that will do bring great help to improve the quality of hospital services and the management,and will finally make a great impact on increasing patients＇ loyalty and satisfaction.