基于建立网络舆情反馈和处置绿色通道的改善门诊医疗服务实践

Discussion on setting up feedback and handling internet public opinion green channel to improve outpatient care

门诊医疗工作具有开放性,医患沟通具有差异性。当今,网络舆情从特有的视角,对医院管理水平、医疗服务质量、患者感受等多方面进行监督和曝光。为此,医院探索网络舆情管理联动模式,建立网络舆情反馈和处置绿色通道。本着'快速反应、尊重事实、客观对待、有效应对'的原则,以问题为导向,以需求为目标,针对工作难点和痛点,认真分析,积极整改,切实解决网络舆情所反映的问题。实践证明,建立网络舆情反馈和处置绿色通道,在改善门诊医疗服务方面起到了推动作用。

Outpatient work has the character of direct serving patient and hospital patient communication has its own characters.Network public opinion from a unique perspective supervises and exposures the hospital management,medical care quality,patient feelings and other aspects.Hospital explores the network public opinion management linkage mode and establishes the network public opinion feedback and the disposal green channel.In accordance with the principle of'quick response,respect for facts,objective treatment,and effective response',taking problem as the orientation and demand as the goal,difficulties and pain points on online public opinion have been analyzed and effectively solved.It shows that that network public opinion feedback and disposal of green channel has played a catalytic role on improving outpatient medical services.