心理学在眼科门诊医疗投诉处理中的应用

Application of Psychology in Dealing with Ophthalmologic Outpatient Service Medical Complaints

结合近年来医疗投诉处理的经验,总结出眼科患者在就医过程中不仅需要医疗诊治,更需要医院的人性化关怀和个性化的诊疗服务,从而提出将心理学知识运用于医疗投诉处理工作中去,从心理学的角度分析问题,解决问题,使矛盾在沟通交流中化解,重新建立起患者对医院的信任,从而营造出和谐、融洽的医疗环境。

Based on the experience of dealing with outpatient service medical complaints for recent years, this paper concluded that during in the hospital, the patient not only received clinic diagnosis and treatment but also needed to be individual concerned and medical service. Thus the psychology knowledge was needed to be performed in the dealing with medical service complaints, and analyzed, resolved matters, which could be solved by communication, and reestablished the confidence of patient and then built harmonious and friendly medical environment.