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本文介绍做好门诊患者、家属投诉接待方法及处理技巧:关键是善于倾听、掌握沟通技巧,同时针对不同人群的性格特征,采取不同的处理方法。做到因人而异,因事而异。正确对待、处理好病人投诉,可使我们从中取得经验,吸取教训,帮助医院提高医疗质量,改善就医环境,进一步提高医院整体医疗水平和竞争力。
This article describes the outpatient, family members complaints reception methods and handling skills: the key is good at listening, master communication skills, at the same time for different groups of personality traits, take a different approach. Be different, different things. Correctly handling and properly handling complaints from patients can enable us to gain experience and learn lessons to help hospitals improve the quality of medical care, improve the medical environment and further improve the overall medical standards and competitiveness of hospitals.