摘要
目的:对该院搬迁至新院区后一年的投诉进行分析,根据分析结果提出相应对策,预防和减少本院投诉的发生。方法:对投诉情况进行详细记录,根据记录表内容对每例投诉的投诉来源、投诉原因、投诉目的进行归类分析。结果:医院搬迁至新院区后,投诉例数急剧增加,门诊病人投诉,服务态度投诉,以寻求帮助为目的投诉的所占比例最多。结论:提出加快适应新院区工作环境,优化投诉处理机制,优化门诊服务流程,改善服务态度,区别对待患者诉求等对策预防和减少该院投诉的发生。
Objective:To analyze the complaints of our hospital one year after its relocation to the new courtyard,and to put forward corresponding countermeasures,so as to prevent and reduce the occurrence of complaints in our hospital. Methods:Complaints were recorded in detail,and the sources,causes and purposes of each complaint were classified and analyzed according to the contents of the record sheet. Results:After our hospital moved to the new hospital area,the number of complaints increased sharply. The outpatient complaints,complaints for service attitude,complaints for the purpose of seeking help accounted for the largest proportion of complaints. Conclusions:It is suggested to accelerate the adaptation to the working environment of the new hospital,optimize the complaint handling mechanism,optimize the outpatient service process,improve service attitude,and treat patients’ complaints differently so as to prevent and reduce the occurrence of the complaints in our hospital.
作者
米婧婧
Mi Jingjing(Party and Government Office,Xishan People’s Hospital,Wuxi 214000,China)
出处
《江苏卫生事业管理》
2019年第11期1418-1421,共4页
Jiangsu Health System Management
关键词
患者投诉
原因分析
对策
patients’ complaints
cause analysis
countermeasures
