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中文摘要: 目的：分析某三甲医院2018年全年投诉数据，针对存在问题探讨改善医疗服务工作的建议，为改进医疗服务水平、构建和谐医患关系提供参考。方法：运用服务接触理论对 1 468件投诉进行归类，对投诉内容进行分析研究。结果：投诉的种类共有17项，可归纳为医务人员、服务流程、实体环境三个层面，其中对医疗质量、医德医风投诉数量最多，其次分别为服务流程和实体环境。结论：针对投诉原因，提出以下对策：完善医疗质量全过程管理，加强医护人员沟通能力；优化诊疗流程，降低患者折返率；优化后勤管理工作，提升就医体验感和舒适度。
Abstract:Objectives：To improve medical services and provide references for constructing the harmonious doctor-patient relationship，this paper analyzes the complaint data of a certain Grade-A Tertiary Hospital in 2018. Methods：This paper first uses service encounter theory to classify the 1，468 complaints，and then analyzes the content of the complaint data. Results：the analysis shows that there are 17 kinds of complaints，which could be further summarized into three levels：medical staff，service process and entity environment，among which the number of complaints about medical quality and medical ethics is the most，and then there are the service processes and the entity environment. Conclusion：These results suggest that hospitals should perfect their whole process management of medical quality and strengthen the communication ability of medical staff；the process of diagnosis and treatment should be optimized to reduce the rate of patient return；the logistics management should be optimized to enhance the experience and comfort of medical treatment.
keywords: hospital medical services complaints service encounter
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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”（NDYG2017005） “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”（NDYG2017005）
引用文本：
殷 璇,金心蕊,杨建伟*.医疗服务投诉状况及改进对策研究△[J].江苏卫生事业管理,2020,31(5):590-593.
YIN Xuan,JIN Xinrui,YANG Jianwei*.A study on the status of medical service complaints and the countermeasures△[J].Jiangsu Health System Management,2020,31(5):590-593.
殷 璇,金心蕊,杨建伟*.医疗服务投诉状况及改进对策研究△[J].江苏卫生事业管理,2020,31(5):590-593.
YIN Xuan,JIN Xinrui,YANG Jianwei*.A study on the status of medical service complaints and the countermeasures△[J].Jiangsu Health System Management,2020,31(5):590-593.
