摘要
当前社会以舆论为导向,人民维权意识普遍提高,医院投诉管理部门面临巨大压力,这要求医疗行业不断提高医疗服务能力以适应信息万变的时代。站在患者角度,门诊是患者来院就诊的第一站,门诊的质量内涵、服务态度、流程布局关乎患者就诊的第一感受,也体现了医院管理的整体水平。该文旨在以投诉为导向,追溯门诊服务产生的全过程,发现工作运行中暴露的系统问题和个别问题,及时制定措施修正系统中的隐患或漏洞,无疑是持续改进门诊服务质量的最现实手段。
The current society is guided by public opinion,the awareness of people's rights protection is generally improved,and the hospital complaint management department is under tremendous pressure.This requires the medical industry to continuously improve its medical service capabilities to adapt to the era of ever-changing information.From the patient's point of view,the outpatient clinic is the first stop for patients to come to the hospital.The quality connotation,service attitude and process layout of the outpatient clinic are related to the first feeling of the patient's visit,and also reflect the overall level of hospital management.This article aims to use the complaint-oriented,trace the whole process of outpatient service,find the system problems and individual problems exposed in the work,and timely develop measures to correct hidden dangers or loopholes in the system,which is undoubtedly the most realistic means to continuously improve the quality of outpatient services.
作者
刘思言
季国忠
LIU Si-yan;JI Guo-zhong(Nanjing Medical University,Nanjing,Jiangsu Province,211166 China;The Second Affiliated Hospital of Nanjing Medical University,Nanjing,Jiangsu Province,210011 China)
出处
《中国卫生产业》
2019年第34期83-85,共3页
China Health Industry
基金
江苏省医院协会医院管理创新研究课题(JSYGY-3-2019-103)
关键词
投诉管理
门诊服务
服务质理
改进计划
Complaint management
Outpatient service
Service quality
Improvement plan
