摘要
通过对某大型综合三甲医院2010年至2013年4年间发生在门急诊的3562例医患纠纷的有效投诉进行回顾性分析,指出投诉主要涉及服务态度、医疗护理质量、就医流程等方面,阐述了医院通过实施"一个服务,两个秉承"举措,取得了显著成效。
By retrospective analysis on 3562 cases medical dispute occurred from 2010 to 2013 in a large general hospital, it shows that complaint are focused on attitude, nursing quality and medical process. It has got significant effectiveness by implementing ＆quot;one service two commitments＆quot;.
出处
《中国医院》
2015年第1期69-70,共2页
Chinese Hospitals
关键词
门急诊投诉
医患纠纷
outpatient and emergency complaint
medical dispute
