医院门诊信访投诉情况浅析

门诊信访工作是医院门诊医疗服务的重要组成部分,体现着医院管理规范化和法制化的进程。本文对北京协和医院近年内接待的门诊投诉情况进行了统计分析,从新时期门诊信访工作的任务、内容、产生信访投诉的原因、重要作用以及工作原则等工作进行总结与讨论,并从领导重视、健全机制、规范流程、拓宽渠道、控制源头、考核奖惩等方面,对如何做好信访工作提出思考与建议。

A discussion on out-patient complaints

Letter handling was one of important roles in outpatient hospital service. It revealed the hospital management and the legalization mechanism. The article analyzed the current years outpatient complaints in Peking Union Medical College Hospital. The results were reported in the following parts: the role and content of the letter handling, why there was letter handling, the functions and principles of letter handling. Some suggestions involved highlighted by leader, promoted mechanism, regulated process, widen channels, controlled source and evaluated performance to improve letter handling were held.