实行患者意见或建议回复制的效果评价

Evaluation of response to patient complaint and suggestion

目的评价实行患者意见或建议回复制的效果。方法针对多种渠道、多种方式收集到的患者意见或建议,以书面形式将医院解决问题、采纳建议的具体措施、办法反馈给患者。结果患者意见或建议等信息来源于121位患者,其中意见127条,建议36条。跟踪处理调查结果,总满意率为98%。结论秉承以"以患者为中心"的服务理念,从患者不满意的问题整改是处理、解决、化解医患矛盾、纠纷的有效路径,也是培养患者忠诚度的良好方法。

Objective To evaluate the effectiveness of implementing the replying system to patient＇s complaint and suggestion. Methods Informing patient the hospital decision, solution, and problem solving method about their com- plaint and suggestion collected by multi-ways with a formal written form. Results With total 121 patients involved with this event and the hospital got 127 complaints and 36 suggestions. 98% patients were satisfied with the results. Conclusion Patient-oriented service concept is an effective way to handle and solve the doctor-patient related prob- lems by enhancing patient satisfaction and meeting their expectation. Also it increases patient＇s loyalty via offering ex- cellent service.