大型综合医院投诉接待与处理体系构建

Construction of Reception and Processing System of Complaints in Large Scale Comprehensive Hospitals

文章介绍了构建投诉接待与处理体系的背景和具体举措,以及该体系的构建对改善患者就医体验和提高医疗质量等起到的积极作用。

This paper introduces the background and specific initiatives of building the Complaint Reception and Processing System. The results demonstrated that this system had played a positive role in boosting patient＇s feel- ing to service and improving the quality of medical service.