摘要
医疗机构处理投诉应兼顾"患者至上"与"职工为本"。对受理的投诉事件进行逐项评定,合理区分投诉系医务人员个人原因、患者误解还是医院管理问题所造成,是实现这一目标的重要环节。介绍山东省某三级医院开展投诉评价的做法,以5件评定结果产生争议的投诉为例,从评价小组人员构成、评价技能储备、环节流程设计3个方面分析了影响评价结果客观性、准确性的因素,探讨了优化评价小组、实施前置培训、完善流程环节、提升沟通技巧、提供管理保障等持续改进措施。
When addressing patients’complaints,medical institutions should give serious consideration to the interests of both patients and employees.For this purpose,it is important to evaluate the accepted complaints item by item and reasonably distinguish whether the complaints are caused by physician’s malpractice,patients’misunderstanding,or hospital’s management problems.This article introduces the practice of complaint evaluation in a tertiary hospital in Shandong Province using the example of five cases of complaints with controversial evaluation results.Three factors influencing objectivity and accuracy of the evaluation results were analyzed in three aspects:composition of the evaluation team,evaluation skills,and evaluation process.Continuous optimization measures were proposed,including optimizing the evaluation team,implementing pre-training,perfecting the processes,improving communication skills,and offering management support.
作者
解伟
宋均英
Xie Wei;Song Junying(Zaozhuang Municipal Hospital Affiliated to Jining Medical College,Zaozhuang 277101,Shandong Province,China)
出处
《中国医疗管理科学》
2022年第1期82-85,86,共5页
Chinese Journal Of Medical Management Sciences
关键词
医院
患者投诉
医务人员
医疗服务行为
医疗管理
Hospital
Patient complaint
Medical staff
Medical service behavior
Medical management
