摘要
本文收集了2003～2004年在北京大学深圳医院门诊办公室214例投诉,分析了投诉产生的原因,并提出现阶段医院的防范措施:转变观念,变被动服务为主动服务;加强医德医风教育,树立“以病人为中心”的医院文化;门诊就诊流程再造,简化就诊程序;增加便民服务措施,方便患者就诊;建立“门诊质量监控体系”;成立“门诊疑难病会诊中心”;提高门诊工作地位,完善门诊管理模式。
This article analyzes that 214 patient confliction on outpatient services from 2003-2004 in Shenzhen Hospital, Peking University. The author analyzes the reasons of patient confliction and suggests prevention. The author believes that transferring passive service to active services, enhancing education of medical moral, developing hospital culture with “patient first”, adjusting service procedure, more convenient services, developing “quality monitoring system of outpatient services” and ＂central of difficulty diseases in outpatient services＂, developing outpatient management,
出处
《中国医院》
2006年第1期38-41,共4页
Chinese Hospitals
