| 引用本文: | | 王 磊,徐少银,周 俊,曹佳贻.[cn_title][J].[journal_cn_name],2018,[volume]([issue]):1047-1049.[点击复制] |
| | Wang Lei,Xu Shaoyin,Zhou Jun,Cao Jiayi.[en_title][J].[journal_en_name],2018,[volume]([issue]):1047-1049.[点击复制] |
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| 摘要: |
| 目的：完善某三甲医院“12345”医疗投诉工单的处理，提高患者对医院的满意度，增强医院的管理水平。方法：收集整理2017年上半年某三甲医院“12345”医疗工单，从医疗技术、医院管理、纠纷处理和服务态度等方面进行分析并提出建议。结果：通过提高诊疗准确性，树立正确的就医观、提高医患信任度，履行合法告知义务、落实院内管理制度，提高各部门合作效率、提高服务满意度水平，增强医护人员责任感可有效减少医疗投诉工单的数量。结论：某三甲医院“12345”医疗投诉工单的处理可通过提高诊疗准确性、履行合法告知义务、落实院内管理制度和提高服务满意度水平不断完善。 |
| 关键词: “12345” 医疗投诉工单 规章制度 信任度 告知义务 政务热线 |
| DOI： |
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| 基金项目:南京大学医院管理研究所课题研究项目和南京鼓楼医院医学发展医疗救助基金会资助项目（NDYG2017 014） |
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| Discussion of Improving“12345” Working Order |
| Wang Lei,Xu Shaoyin,Zhou Jun,Cao Jiayi |
| (Medical Affairs Offfice of Nanjing First Hospital Affilicated to Nanjing Medical University;Nanjing Drum Tower Hospital，the Affiliated Hospital of Nanjing University Medical School;Nanjing Red Cross Hospital) |
| Abstract: |
| Objective：To improve the solution of “12345” work orders of a Tertiary Level A hospital in order to promote patients’ satisfaction and strengthen the hospital management level for the hospital. Method：The resolving situation of“12345”work order letters and visits from medical affair department of a Tertiary Level A hospital will be summarized to analyze the existing problems from resolving work order from the perspectives of medical technology，hospital management，dispute settlement，service and attitude in order to putting forward relevant advice. Result：To improve medical work order management by increasing the accuracy of diagnosis and building proper view of visting doctors；raising the mutual trust between doctors and patients and carrying out legal informed right；making the rules and regulations practicable and increasing the cooperative efficiency of all departments；improving service satisfaction level and strengthen the responsibility of medical workers. Conclusion：The solution of “12345” work orders letters and visits of a Tertiary Level A hospital can be further improved by increasing the accuracy of diagnosis，carrying out legal informed right，making the rules and regulations practicable and improving service satisfaction level. |
| Key words: “12345” Medical Complaint Letters Regulations and Rules Trust Informed Right Government Hotline |
