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中文摘要: 目的：为完善某三甲医院医务处“12345”纠纷工单的处理，提高患者对医院的满意度和增强医院的管理水平。方法：通过归纳2017年上半年某三甲医院医务处“12345”信访工单处理情况，从医疗纠纷方面分析医务处工单处理过程中存在的问题，提出完善的建议。结果：通过加强科室技术备案，防范技术应用不当；树立正确的就医观，减少信息不对等；明确沟通对象，使用合适的沟通方式；加强医患间有效沟通，保障患者的知情同意权以完善医务处工单管理工作。结论：某三甲医院医务处“12345”纠纷工单的处理，可通过加强科室技术备案、树立正确的就医观、使用合适的沟通方式和保障患者的知情同意权进行不断完善。
Abstract:Objective：Through improving “12345” work order of dispute from medical affair dept of a third-grade class-A hospital ， to promote patients’ satisfaction and strengthen the management level of the hospital. Methods：The handling situation of “12345” work order of letters and visits from medical affair department of a third-grade class-A hospital were summarized， to analyze the existing problems from handling work order from the perspective of medical disputes and put forward relevant advice. Results：Prevent misusing the technology by improving the technical records；reduce the Information asymmetry by establishing a correct view of seeking medical treatment；make sure the communication object，use the proper communication way；strengthen the effective dommunication between doctors and patients，maintain the patients’right of informed consent，and the work order management of medical affair department could be promoted. Conclusion：“12345” work order of disputes from medical affair department of a third-grade class-A hospital can be further improved by improving the technical records，establishing a correct view of seeking medical treatment，using the proper communication way，maintaining the patients’ right of informed consent.
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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（NDYG2017014） 南京大学医院管理研究所课题研究项目（NDYG2017014）
引用文本：
王 磊,肖雨龙,徐少银.完善某三甲医院医务处“12345”纠纷工单处理的探讨△[J].江苏卫生事业管理,2019,30(1):39-42.
Wang Lei,Xiao Yulong,Xu Shaoyin.Discussion of Improving the “12345” Work Orders of Dispute from Medical Affair Dept in a Third-grade Class-A Hospital△[J].Jiangsu Health System Management,2019,30(1):39-42.
王 磊,肖雨龙,徐少银.完善某三甲医院医务处“12345”纠纷工单处理的探讨△[J].江苏卫生事业管理,2019,30(1):39-42.
Wang Lei,Xiao Yulong,Xu Shaoyin.Discussion of Improving the “12345” Work Orders of Dispute from Medical Affair Dept in a Third-grade Class-A Hospital△[J].Jiangsu Health System Management,2019,30(1):39-42.
