摘要
新时期市场经济机制下医院面向患者的服务导向面临着新的转变,这就要求在患者投诉处理机制上进行新的变革和探索以患者满意度最大化均衡为目标来进行相关流程的调整优化和重新定义。本文分析了目前医院基于患者满意度最大化目标的投诉处理机制中存在的问题,并结合了相关理论、笔者从业经验以及研究成果提出了旨在提升患者满意度的医院投诉处理机制的建议和对策。
Under the new time market economy mechanism the hospital is facing the new transformation face patent＇ s service guidance, this requests, in the patient sues in the processing mechanism to carry on the new transformation and the exploration carries on the related flow balanced take the patient degree of satisfaction maximization as the adjustment optimization and redefines. This article has analyzed the present hospital the question which exists based on the patient degree of satisfaction maximization goals suit processing mechanism, and unified the correlation theories, the author to be employed the experience as well as the research results proposed was for the purpose of promoting the patient degree of satisfaction the hospital suit processing mechanism suggestion and the countermeasure.
出处
《现代医院》
2012年第10期119-120,共2页
Modern Hospitals
关键词
患者满意度
医院
投诉处理
机制研究
Patient degree of satisfaction, Hospital, Suit processing, Mechanism research
