摘要
公立医院信访管理规范明显滞后于社会的发展与群众的希求,恶性医患矛盾频发,促进了信访管理角色的规范。分析信访管理角色规范在程序、意识、信息对称、言语、环境等方面失范的原因。研究信访管理通过选择合适的信源,遏制矛盾激化与蔓延,促使信访工作从人道主义向人文主义迈进,构建约束与引导相结合的科学管理模式,建立完善的纠纷处理机制,将信访管理纳入医院质量安全管理体系等方法,总结出信访管理角色规范在化解医患矛盾中的实践。
The code for complaint management in public hospitals obviously fall behind the social development and people's demand.The question that regulates roles in petition management is came out as a result of increasing medical disputes between doctors and patients.This paper analyzed the reason why the role standard is imbalance in the procedure,awareness,informational asymmetry,words and circumstance.The study focused on petition management to prevent escalating conflicts by choosing responsible departments,promoting which to a humanism direction.This research constructed a scientific management mode combining constraint and guidance,and established a sound dispute settlement mechanism.Petition management is included in the medical quality and safety management.It was concluded the practical methods of complaint management role in resolving the contradiction between doctors and patients.
出处
《中国研究型医院》
2016年第2期30-33,共4页
Chinese Research Hospitals
关键词
公立医院
信访
角色
规范
研究
public hospital
petition
role
standard
study
