新形势下海南某三甲医院医疗投诉接待工作SWOT分析

SWOT analysis of medical complaint reception work in a class a tertiary comprehensive hospital in hainan under the new situation

目的为缓解医患关系紧张现象,提高医疗纠纷预防、应对能力,在海南建设自由贸易试验区和中国特色自由贸易港的新形势下,分析某三甲医院投诉接待工作现状,提出应对策略。方法运用SWOT工具分析该三甲医院投诉接待工作在新形势下所面临的优势(S)、劣势(W)、机遇(O)和威胁(T),提出相对应的SO、ST、WO和WT发展战略。结果该三甲医院投诉接待工作机制和管理制度得到健全,医疗纠纷预防机制和应急响应机制也得到完善。结论在新形势下,通过SWOT分析法,充分发挥自身优势,补足短板,防范威胁,有利于提高投诉接待工作效率和服务质量,提升医疗纠纷防范、处置能力,构建和谐医患关系。

Objective In order to alleviate the tension between doctors and patients,improve the ability of prevention of and response to medical disputes,under the new situation of building a free trade pilot zone and a free trade port with Chinese characteristics in Hainan,analyze the status quo of complaints reception work of a Class A tertiary comprehensive hospital and propose countermeasures.Methods SWOT tools were used to analyze the advantages(S),disadvantages(W),opportunities(O)and threats(T)faced by the Class A tertiary hospital in the new situation,and the corresponding development strategies of SO,ST,WO and WT were proposed.Results The complaints reception mechanism and management system of the Class A tertiary hospital were improved,the medical dispute prevention mechanism and emergency response mechanism were also improved.Conclusion Under the new situation,SWOT analysis method can give full play to its own advantages,make up for its weaknesses and fend off threats,which is conducive to improving the reception efficiency and service quality of complaints,improving the ability to prevent and deal with medical disputes,and building a harmonious doctor-patient relationship.