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把医院信访工作作为提高医院医疗服务质量的重要途径,将这一消极因素转化为积极因素。提高医院各级管理者的这一认识,在信访接待中了解各自岗位和各自分管岗位的工作性质和特点、患者对诊疗服务的需求以及如何不断提高本岗位和分管岗位的医疗服务质量,最终达到优质信访“零投诉”。医院设立“零投诉”专项奖,充分调动一线科室、分管职能科室的工作积极性。实行一线科室、分管职能科室和医纠办的信访工作的三级管理。达到医院级别的信访投诉量直线下降,一线科室的医疗服务质量不断提高的目的。
The hospital petition as an important way to improve the quality of hospital medical services, this negative factor into a positive factor. To raise the awareness of managers at all levels of the hospital and to understand the nature and characteristics of their jobs and their respective positions in reception of letters and visits, the needs of patients for medical services and how to continuously improve the quality of medical services in this position and in the respective posts, and finally achieve High-quality petition “zero complaint ”. The hospital set up a “zero complaint ” special award, fully mobilize front-line departments, in charge of functional departments of the work enthusiasm. Implementation of front-line departments, in charge of functional departments and medical correction of the petition work three levels of management. The number of complaint-seeking complaints that reached the hospital level plummeted and the quality of medical services in front-line departments continued to increase.