门诊投诉原因及管理措施分析

Analysis on the Causes of Outpatient Complaint and Management Measures

目的:探讨医院门诊部门被投诉的原因及相对应的管理措施。方法:选取2011年10月至2014年9月南方医科大学南方医院门诊60起医疗护理投诉,考察其投诉的原因,提出相关管理措施。结果:门诊部门被投诉的原因主要为服务态度差、缺乏沟通。门诊护士主要通过协商、解释,获得投诉者的谅解;医院管理部门加大管理制度,加强对门诊人员的服务态度意识,通过绩效考核和公示投诉等措施减少门诊投诉。结论:医院门诊应加强服务意识,以患者为中心,为其提供优质的医疗服务,构建和谐医患关系。

Objective To explore the reasons for the complaints of hospital outpatient departments and the corresponding management measures. Methods The medical treatment complaints of 60 outpatient clinics were selected （October 2011. - September 2014.）, and the reasons for the complaint were investigated and the relevant management measures were put forward. Results The main reason for the outpatient department complaints was poor service attitude and lack of communication. Outpatient nurses mainly through consultation, interpretation, access to complaints of the understanding; hospital management departments to increase management system, to strengthen the attitude of the outpatient service attitude, through the performance appraisal and publicity complaints and other measures to reduce outpatient complaints. Conclusion Hospital outpatient service should strengthen the sense of service, patient - centered, to provide quality medical services, to build a harmonious relationship between doctors and patients.