浅议医院如何面对客户投诉

随着改革开放的不断深入和人们保健意识的不断增强,人们对医疗行业的服务需求与日俱增,同时也投入了相当的关注,关于医患双方的权利和义务碰撞所产生的特殊产物-投诉,不可避免地摆在了我们面前,那么作为新时期的医院或者说医务人员如何摆正位置,认清形势,探索怎样科学应对,将成为医院管理面临的重要课题,本文认为要进一步寻求突破须从以下几方面入手包括:重视及分析投诉的原因,研究科学的处理程序及处理方案;加强培养医院企业文化内涵;建立客户服务中心,建立客户信息科;强化以人为本的人性化管理理论等.笔者认为只有通过以上几方面的努力医院才能赢得病人满意、社会满意,从而真正达到我们向社会承诺的“以病人为中心“人性化的优质服务目标.

Thought on How a Hospital Deals with the Complaints Made by Patients

With the deepening reform and increasing awareness of health care, people have ever been heightening their demand for service offered by the medical industry and are paying more and more attention to it. As a result of the collision between doctors and patients in terms of rights and obligations, complaints inevitably occur. Being doctors and nurses of the new age, we should analyze the situation scientifically and seek a solution that can satisfy our patients as well as the society.We believe that the breakthrough lies in the following aspects: analysis of the reasons of complaints, scientific complaint-processing procedures and plans, cultivation of hospital culture, establishment of service centers and customer offices and the enhancement of the human-centered management theories.Only so can we truly fulfill our promise of providing a patients-centered, humanistic and high quality service for the society.