“将投诉视为礼物”视角下医院服务管理的实践与探索

Practice and Exploration of Hospital Service Management from the Perspective of “Treating Complaints as Gifts”

介绍了广州中医药大学第二附属医院在“将病人的投诉视为给予医院的礼物”的价值理念下,通过加强投诉管理,联合培养与认证、整合师资,开展精益医疗、服务内训培训,建立起精益医疗绿带、优质服务内训师两支队伍,以问题为导向,优化医疗服务流程,进一步改善医疗服务,真正将病人的投诉转化为送给医院的礼物,形成医患和谐、医患共赢的良性循环。

Based on the value concept of "Treating complaints from patients as gifts to hospitals",The Second Affiliated Hospital of Guangzhou University of Chinese Medicine has established two teams of lean medical green belt and highquality service by strengthening complaint management,training and certification,integrating teachers,independently developing lean medical and service training courses,optimizing medical service process and improving medical service.Through truly converting complaints from patients into gifts to hospitals,a good circle of doctor-patient harmony and doctor-patient win-win is formed.