医院安全管理委员会制度在投诉处理中的创新作用

摘要

With the new stage of medical reform,constructing a harmonious doctor-patient relationship has become the focus of the work of every hospital.Dongfang Hospital,Beijing University of Chinese Medicine,established a safety management committee system in 2014.As a result,patients' problems are solved effectively,the complaint handled process standardized,the prevarication is reduced and the dispute resolution channels are unimpeded.What is more the amount of medical compensation has decreased by 89％ and complaints have decreased by 11％.Meanwhile,the patients' satisfaction is greatly improved.A harmonious doctor-patient relationship is constructed.This paper introduces the establishment,the organization structure and the management mode of safety management committee system in Dongfang Hospital,in order to share the practical experience with other hospitals for reference.%随着新一轮医疗改革的启动,构建和谐医患关系已成为每一个医院的工作重点.北京中医药大学东方医院(以下简称“我院”)从2014年开始通过设立医院安全管理委员会制度,规范了投诉处理流程,减少了推诿的发生,畅通了纠纷解决渠道,真正为患者解决问题.近年来我院医疗赔付金额下降89％,投诉量下降11％,患者满意度大幅度提升,从而构建了良好而和谐的医患关系.本文详细介绍我院医院安全管理委员会的设立、组织架构及管理模式,希望通过我院的实践经验给予其他医院可参考的借鉴意义.