| 处理药患投诉的原则探讨 |
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| 引用本文： | 陈彪,钟慧,吴曙粤.处理药患投诉的原则探讨[J].中国药房,2011(25):2396-2397. |
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| 作者姓名： | 陈彪 钟慧 吴曙粤 |
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| 作者单位： | 南宁市第一人民医院药剂科; |
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| 摘 要： | 目的:为有效处理药患投诉提供参考。方法:根据本院药房实际发生的药患投诉案例,以患者为关注焦点,探讨处理药患投诉的原则。结果与结论:处理药患投诉的原则主要有公开、公正原则,方便原则,响应原则,责任原则。指导性原则是以患者为关注焦点的原则。
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| 关 键 词： | 药患投诉 处理 原则 患者满意度 |
Investigation of Principle for Dealing with Complaint from Patients |
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| CHEN Biao,ZHONG Hui,WU Shu-yue.Investigation of Principle for Dealing with Complaint from Patients[J].China Pharmacy,2011(25):2396-2397. |
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| Authors: | CHEN Biao ZHONG Hui WU Shu-yue |
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| Institution: | (Dept.of Pharmacy,Nanning First People’s Hospital,Nanning 530022,China) |
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| Abstract: | OBJECTIVE: To provide reference for effectively dealing with complaint from patients.METHODS: The principle for dealing with complaint from patients was investigated taking patient as focus according to case occurring in pharmacy of our hospital.RESULTS & CONCLUSIONS: The principles for dealing with complaint from patients mainly contain the principle of openness,impartiality,convenience,response,responsibility.Guiding principle is taking patient as focus. |
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| Keywords: | Complaint from patient Dealing Principle Patient’s satisfaction degree |
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