期刊文献+

门诊投诉患者临床规范处理实践 被引量:2

Practice of standard management of outpatient complaints
下载PDF
导出
摘要 目的探讨门诊投诉规范化处理的实践效果。方法将2020年7月-8月接收的72份投诉案例设为对照组,将2020年9月-10月接收的72份投诉案例设为观察组。对照组采取常规方法接待和处理,观察组严格执行门诊投诉规范处置。统计2组医疗纠纷发生情况,比较2组当事患者对处置过程的满意度。结果观察组未发生医疗纠纷,对照组发生医疗纠纷6(8.33%)起。观察组当事患者对处置流程的满意度为98.61%(71/72),对照组为84.72%(61/72)。结论规范处置门诊投诉,能够有效控制医患纠纷,保障医患双方的权益,有助于提高医院整体服务质量,提升患者满意度。 Objective To observe the practice of standard management of outpatient com⁃plaints and improve the quality of outpatient medical care.Methods Total of 72 cases of outpa⁃tient complaints received from July 2020 to august 2020 were included as the control group,and another 72 cases of outpatient complaints received from September 2020 to October 2020 were in⁃cluded as the observation group.Cases of outpatient complaints in the control group were ad⁃dressed by using a conventional method,and those in the observation group were addressed by us⁃ing a standard management procedure.The incidence of medical dispute and patient satisfaction were compared between two groups.Results There were 6 cases of medical dispute reported in the control group.T he satisfaction rate was 98.61%(71/72)in the observation group,which was higher than 84.72%(61/72)in the control group.Conclusion Standardized treatment of outpa⁃tient complaints not only mediate doctor-patient disputes,but also protect the rights and interests of both sides.The practice of standardized treatment may improve the overall service quality of the hospital and the satisfaction of patients.
作者 王升梅 陈建玉 陈铭霞 WANG Shengmei;CHEN Jianyu;CHEN Mingxia(Outpatient Nursing Unit,The First Affiliated Hospital with Nanjing Medical University,Nanjing,Jiangsu,210029;Department of Outpatient,The First Affiliated Hospital with Nanjing Medical University,Nanjing,Jiangsu,210029)
出处 《中西医结合护理》 2022年第5期113-116,共4页 Chinese Journal of Integrative Nursing
关键词 门诊投诉 医患关系 规范处置 医疗纠纷 人文关怀 outpatient complaint doctor-patient relationship standardized treatment medical dispute humanistic care
  • 相关文献

参考文献11

二级参考文献79

共引文献108

同被引文献44

引证文献2

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部