摘要
科学高效的病人投诉处理机制有利于管理者及时发现医院管理中存在的问题,进而提高医疗服务质量、更好地保障医疗服务安全。以牡丹江地区5所医院为样本,收集到926件病人投诉案例,通过调查研究和统计数据的分析,发现本地区医院在病人投诉处理工作中存在的问题。应研究并采用PDCA循环管理模式,建立和完善医院病人投诉处理机制。
Scientific and effective disposition of patient complaints helps to reveal problems in hospital management and to improve medical service quality and security.This paper takes samples,altogether 926 patient complaint cases from five hospitals in Mudanjinag district. Through investigation and statistic analysis,this paper discovers problems in the disposition of patient complaints,suggests a PDCA management model, establishes and improves the disposition mechanism for patient complaints.
出处
《医学与社会》
2009年第6期21-23,共3页
Medicine and Society
关键词
病人投诉
处理
医疗服务质量
PDCA循环
patient complaints
disposition
medical service quality
PDCA circulation
