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目的:阐述药患投诉的概念、分类,提出处理药患投诉的方法和管理策略。方法:借鉴“ACTION”投诉处理方法,结合心理学、社会学知识探讨处理投诉的原则和技巧。结果:灵活运用“ACTION”方法,可以有效处理药患投诉并且促进医院药学发展。结论:投诉管理是全面质量管理的重要组成部分,药剂科可从流程再造来实施投诉管理。
Objective: To explain the concept of drug complaints, classification, put forward complaints handling methods and management strategies. Methods: Reference “ACTION” complaint handling methods, combined with psychology, sociology knowledge to explore the principles and techniques of handling complaints. Results: The flexible use of “ACTION” method can effectively deal with drug complaints and promote the development of hospital pharmacy. Conclusion: Complaint management is an important part of total quality management. Pharmacy can implement complaint management from process reengineering.