医疗投诉提高医疗服务质量的研究概述

An Overview of Research on Improving the Quality of Medical Care Based on Medical Complaints

从医疗投诉具有提高医疗服务质量的价值出发,回顾了国内外医疗投诉数量不断增多、医疗投诉管理和研究不断发展等现状,分别介绍了重视医疗投诉价值的英国、澳大利亚等国家各具特点的医疗投诉机制和举措以及中国医疗投诉改善机制和举措,然后依据医疗投诉改善医疗服务的效果、防范和减少医疗风险的重点展开探讨,最后提出医疗投诉应用展望,为启发如何使患者等提出更高质量的医疗投诉,如何使医疗机构正确认识和发挥医疗投诉的价值,实现医疗服务高质量发展提供新思路。

Based on the value of medical complaints in improving the quality of medical services,this paper reviews the increasing number of medical complaints and its continuous development and research at home and abroad,then introduces the unique medical complaint mechanisms and measures in Britain,Australia and other countries which attach importance to the value of medical complaints,as well as the improvement mechanisms and measures in China.The discussion focuses on the improvement in the effectiveness of medical services,and the prevention and reduction of medical risks.The application prospect of medical complaints is proposed.The study enlightens how to make patients and others raise higher quality medical complaints,how to enable medical institutions to correctly understand and give full play to the value of medical complaints,and provide new ideas for the high-quality development of medical services.