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中文摘要: 目的：为完善某三甲医院的医疗服务质量，增强医院的管理水平和提高患者对医院的满意度。方法：通过统计2016年某三甲医院“12345”信访表扬工单，从医疗技术、医院管理和服务态度方面分析科室和个人受表扬的原因，对比某三甲医院医疗服务的现状，提出完善的建议。结果：通过提高医疗技术水平，提高部门合作效率，构建高效监管机制；树立正确的就医观，加强医患间沟通；提高服务满意度水平，增强医护人员责任感以完善某三甲医院的医疗服务。结论：某三甲医院的医疗服务可通过提高医疗技术水平、提高各部门合作效率、加强医患间沟通联系和增强医护人员责任感而不断完善。
Abstract:Objective：To improve medical service of a third-grade class-A hospital，strengthen the management level and promote patients’ satisfaction. Method：By studying the statistics of 2016 Tertiary level Class-A “12345” Petition Letter Praise List，this paper managed to analyze why departments and staffs receive praise from the perspective of medical technology，hospital management and service and attitude as well as put forward relevant advice. Result：Advance cooperation efficiently among departments，establishing well-organized supervision mechanism through improving medical technology level; set up positive view of seeking medical service through enhancing communication between doctors and patients; better third-grade class-A hospital’s medical service through increasing service satisfaction ;level and medical staff’s sense of responsibility. Conclusion：Medical care service of a third-grade class-A hospital can be further improved by raising the level of medical technology，improving department cooperation efficiency，strengthening communication between doctors and patients and enhancing the sense of responsibility of medical staff.
keywords: 十三五南京市卫生青年人才培养工程项目（QRX17065）
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王 磊,戈志强,林爱翠.基于“12345”表扬工单角度探讨某三甲医院医疗服务质量的完善△[J].江苏卫生事业管理,2018,29(5):586-588.
Wang Lei,Ge Zhi Qiang,Lin Aicui.Discussion of Improving Medical Service of Tertiary level Class-A Hospital from the Perspective of “12345” Praise Work List[J].Jiangsu Health System Management,2018,29(5):586-588.
王 磊,戈志强,林爱翠.基于“12345”表扬工单角度探讨某三甲医院医疗服务质量的完善△[J].江苏卫生事业管理,2018,29(5):586-588.
Wang Lei,Ge Zhi Qiang,Lin Aicui.Discussion of Improving Medical Service of Tertiary level Class-A Hospital from the Perspective of “12345” Praise Work List[J].Jiangsu Health System Management,2018,29(5):586-588.
