精细化管理在门诊投诉管理中的应用效果.pdfVIP

Originalarticles论著

CHINAHEALTHINDUSTRY

DOI院10.16659/ki.1672-5654.2020.31.001

精细化管理在门诊投诉管理中的应用效果

丁晓娟袁张娟

徐州医科大学附属医院门诊部袁江苏徐州221002

[摘要]目的通过分析门诊患者投诉的原因袁归纳规律特点袁探讨采取精细化管理的各种措施遥方法采取一般统计描

述性方法袁对2018年6要12月该院门诊发生的67例患者投诉进行回顾性分析袁并在2019年6要12月采取精细化管

理措施遥结果2018年6要12月门诊患者接待投诉患者67例袁投诉主要方式为投诉到办公室袁占61.2豫袁投诉主要内

容是服务态度袁占34.3豫遥2019年6要12月门诊部共接待投诉41例袁同期减少26例袁下降38.8%遥结论通过加强医患

沟通尧严格医师出诊管理尧优化服务流程尧畅通投诉途径等措施袁可有效减少门诊投诉袁改善患者就医感受袁提升医疗

服务质量,提高医院管理水平,促进医患和谐发展遥

[关键词]门诊曰投诉曰精细化管理曰就医感受

[中图分类号]R19[文献标识码]A[文章编号]1672-5654渊2020冤11渊a冤-0001-03

TheApplicationEffectofFineManagementinOutpatientComplaintMan鄄

agement

DINGXiao-juan,ZHANGJuan

OutpatientDepartment,AffiliatedHospitalofXuzhouMedicalUniversity,Xuzhou,JiangsuProvince,221002China

[Abstract]ObjectiveByanalyzingthecausesofcomplaintsfromoutpatients,summarizingthecharacteristicsofthelaw,and

discussingvariousmeasuresforfinemanagement.MethodsAgeneralstatisticaldescriptivemethodwasusedtoretrospectively

analyze67patientcomplaintsthatoccurredinthehospitalsoutpatientclinicfromJunetoDecember2018,andtoadopt

refinedmanagementmeasuresfromJunetoDecember2019.ResultsFromJunetoDecember2018,outpatientsreceived67

complaints.Themainwayofcomplaintswastocomplaintotheoffice,accountingfor61.2%.Themaincontentof

complaintswasserviceattitude,accountingfor34.3%.FromJunetoDecember2019,theoutpatientdepartmentreceived41

complaints,adecreaseof26casesoverthesameperiod,adecreaseof38.8%.ConclusionMeasuressuchasstrengthening

doctor-patientcommunication,strictmanagementofdoctorvisits,optimizingserviceprocedures,andsmoothingcomplaint

channelscaneffectivelyreduceoutpatientcomplaints,improvepatientexperien