医院日常矛盾调查及对策分析

The Investigation and Countermeasure Analysis of Hospital Daily Contradiction

为构建和谐的医患关系,减少医院日常矛盾的发生,本文对北京某三级甲等医院2015年1月至4月各类日常矛盾和投诉情况进行调查研究,采用定性的方式对矛盾原因进行分析,并提出相应对策。希望通过优化就诊流程、改善服务模式,减少医院日常矛盾投诉的发生,构建和谐医患关系。

In order to improve doctor-patient relationship, reduce all types of disputes and affairs happening in hospital, survey and research were conducted for the various contradictions of a Beijing third-level grade A hospital from January to April in 2015.Qualitative method was applied to analyze the reasons for disputes and the corresponding countermeasures have been proposed. Hope that by optimizing the treatment process and improving service delivery model, thereby to reduce the disputes in hospitals, and build a harmonious doctor-patient relationship.