摘要
医疗服务包括技术性服务和非技术性服务,非技术性服务包括服务态度、服务流程和服务环境,大部分的护患纠纷缘于服务态度、语言沟通和医德医风等问题。要防止或减少纠纷,必须采有效的防范措施,使护理人员提高职业道德修养,树立新的服务理念,规范服务行为,建立和谐的护患关系;同时,要健全各项制度,完善监控体系。
Medical service includes technical service and nontechnical service. Nontechnical service includes service attitude, service course and service environment. And most dissension between paramedics and patients are caused by service attitude, communication and medical ethics. In order to prevent and induce dissension, we must take preventative measures effectively to improve the professional ethics of the paramedics and set new service concept. Also, we must set service criterion and harmonious relationship between paramedics and patients. What＇s more, we must consummate the bylaw and the supervisory system.
出处
《中国民康医学》
2007年第12期443-444,共2页
Medical Journal of Chinese People’s Health
关键词
非技术性服务
护患纠纷
防范
Nontechnical service
Dissension between paramedics and patients
Prevent
