| 摘要: |
| 目的
了解患方对医院投诉管理的认知和诉求状况，为制定医院投诉管理规范提供参考。方法 采用现场问卷调查的方法对4家医院的200名患者进行调查并对结果进行统计分析。结果 患方对医院投诉的知晓度有限；患方对完善投诉管理的重要性认同度较高；患方对系统规范化的投诉处理机制有强烈诉求；患方对医院投诉管理的现状并不满意。结论和建议 高度重视医疗投诉，加大对医疗投诉的宣传力度；完善投诉渠道，塑造缓和医患矛盾的内外部环境；建立投诉处理反馈机制，加强对投诉信息的有效利用。 |
| 关键词: 投诉管理 认知 诉求 |
| DOI： |
|
| 基金项目: |
|
| Analysis of the Patients’ Cognition and Claim of Complaints Management in Hospital |
|
| () |
| Abstract: |
| Objectives
To provide reference for drawing up the complaints management standards in hospital by understanding the situation of patients’ cognition and claim. Methods A questionnaire survey was conducted on 200 patients in 4 hospitals. Results The knowledge about complaints in hospital of patients is limited.The patients have a high degree of cognition on the importance of perfecting the complaints management.The patients have a strong demand on a systematical and normal mechanism to deal with the complaints.The patients are not satisfied with the status of complaints management in hospital. Conclusion and Suggestions It is necessary to attach great importance to medical complaints, to increase propaganda of madical complaints, to improve the channels of complaints,to create the internal and external enviroment ，to ease the conflicts between doctors and patients, to establish feedback mechanism of dealing with complaints, and to enhance the effective use of complaint information. |
| Key words: complaints management,cognition,claim |
