患者反馈意见分析与思考.pdfVIP

解放军医院管理杂志 2(闭眼 Mar;16(3) .233. H()p Admin J Chin PLA 患者反馈意见分析与思考 沈宁，刘锦纷 (上海交通大学医学院附属上海儿童医学中心，上海 2∞127) 摘 要:目的:描述患儿家长感谢和赞赏的医务人员的行为特征。方法:对2∞5-2∞7 年寄至某儿科专科医院的 104 封感谢 信运用现象学研究法进行定性研究。结果:患儿家长感谢和赞赏的医务人员的行为特征有6 个方面:是高尚医德、高超医术、 有效沟通、维护权利、提供便利和救命之恩。结论:医院管理者应培养医务人员用心构建患者的放心，严格执行操作规范、 确保民疗质量的不断提高，从加强优质有效的医患沟通入手，加强对医务人员服务水平和技巧的培训。 关键词:患JL; 家长:感谢信;医务人员 中图分类号:R 197.32 文献标识码:A 文章编号:1 ∞8 -9985(2α)9 )03 -0233 -02 Analysis on Compliment Letters of Parents of Hospitalized Children SHEN Ning , LlU Jin -fen(Shanghai Childrens Medical Center Affiliated to Shanghai Jiaotong University , Shanghai 200 127) Abstract: Objective: To describe the characteristic behaviors of the healthcare staff appreciated and praised by parents of hospitalized children. Method: Phenomenological approach was used to analyze 104 compliment letters from the parents to Shanghai Children s Medical Center from 2∞5 to 2∞7. Results: Six themes emerged from the data: ethical behavior , professional skills , effective communication , protect the rights of hospitalized children and their parents , provide the convenience for the parents , save the life of the children. Conclusion: 咀e hospital ad- ministrators should educate the healthcare staff to serve the clients with their hea此， imp1el!lent according to the poli- cy and procedure to improve the quality of healthcare. Training program of effective communication should be pro- vided to the healthcare staff to improve their attitudes and skills. Key words: hospitalized children; parent; compl iment letter; the healthcare staff Hosp Admin J Chin PLA ,2009 , 16(3) :233 -234. 和谐的医患关系是构建和谐社会的一个重要组成 员的行为特征。 2.2 研究方法 运用定性研究中的现象学研究法。 部分。医院管理者对于患者或家属的投诉信应给予足