文档介绍：对医疗服务投诉的分析与思考
【摘要】目的医疗服务投诉是医患关系不和谐的具体表现,本文通过对我院近3年的医疗服务投诉进行回顾性分析,提出降低医疗服务投诉、改善医患关系的可行性建议。方法对医院近3年的医疗服务投诉进行统计,包括投诉数量、性质、部门等方面进行比较和描述性分析。结果医疗服务投诉是医患关系的一个不和谐因素,而临床一线的医疗质量不高、服务态度不好又是引起医疗服务投诉的主要原因。结论医院应严格内部管理,通过建立医患危机预防模型、加强医务人员职业道德教育等手段,减少医疗服务缺陷,降低医疗服务投诉,构建和谐医患关系。
【关键词】医疗服务投诉;医患关系
【Abstract】 Objective plaint of medical service is the appearance of the disharmony between doctor and article focuses on plaints of medical service happened of a seniorⅡdegree hospital in recent 3 years,give the feasible suggestion on how to reduce the quantity of plaint as well as improve the doctor-patient Carry out the statistic on plaints of medical service happened in recen
t 3 years,including contrast and analysis on the quantity,character and the plaint of medical service shows the disharmony between doctor and patient,while the lower treatment level of clinician and the bad service attitude are the main reasons that caused Strict management should be implemented in the inner departments of hospital,for example,hospital should establish the model to defend the crisis of medical service,strengthen occupational morality education to reduce shortage of medical service,decrease quantity of medical plaint,construct the harmonious and uniform doctor-patient relationship.
【Key words】 complaint of medical servic