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随着《医疗事故处理条例》的出台以及患者医学知识的增长,维权意识的增强,医院的各种投诉、医疗纠纷逐步增加,那么能够妥善的处理好医疗纠纷不仅是一项艺术,更能反映出一个医院整体的服务水平,从而能够真正的做到以患者为中心,提供优质、高效的医疗及护理,满足患者的需求,促进早日康复。自从作者到院投诉办工作以来,一年的时间共接待各类投诉60余起,经过积极处理,均妥善的解决,满意率为100%,得到了患者的好评,得到了领导的肯定,现将总结的经验与各位同行分享。
With the promulgation of the Regulations on the Handling of Medical Accidents, the increase of patients’ medical knowledge, the enhancement of awareness of safeguarding rights and the gradual increase of various medical complaints and medical disputes in hospitals, the proper handling of medical disputes is not only an art but also a reflection of Out of a hospital overall service level, which can really be patient-centered, to provide quality and efficient medical and nursing, to meet the needs of patients and promote early recovery. Since the author came to the hospital to complain about the work, a year’s time received a total of more than 60 complaints of all kinds, after active treatment, are properly resolved, the satisfaction rate was 100%, received the patient’s praise, the leadership has been affirmed, and now Will be summed up with the experience of colleagues to share.