基于客户服务理念的门急诊医患投诉成因剖析及改进对策

摘要

通过对某大型综合三甲医院2010年至2013年4年间发生在门急诊的3562例医患纠纷的有效投诉进行回顾性分析，指出投诉主要涉及服务态度、医疗护理质量、就医流程等方面，阐述了医院通过实施“一个服务，两个秉承”举措，取得了显著成效。%By retrospective analysis on 3562 cases medical dispute occurred from 2010 to 2013 in a large general hospital, it shows that complaint are focused on attitude, nursing quality and medical process. It has got significant effectiveness by implementing "one service two commitments".