新形势下医疗投诉纠纷处置和防范策略
Disposal and prevention strategies of medical complaints and disputes in the new era
朱首伦 1阮名琪 2何志鹏3
作者信息
- 1. 广州中医药大学第二附属医院广东省中医院医务处,广东 广州 510120
- 2. 广州华商学院健康管理学院,广东 广州 511300
- 3. 广州中医药大学第二附属医院广东省中医院院感办,广东 广州 510120
- 折叠
摘要
通过分析新形势下医疗投诉、信访和纠纷的现状,创新性提出"三用""稳准快三字诀"等医疗投诉纠纷处置原则和分类处置措施,提高投诉纠纷处置能力.并进一步提出"三级四控""本质安全人""重点群体风险预警和管控"等防范方案,事前预警防控与事后联合处置并举,结合防范策略成效分析,多措并举,防范医疗投诉、信访和纠纷的发生,提高医疗服务质量和安全.
Abstract
By analyzing the current situation of medical complaints,letters and visits and disputes under the new situation,this paper innovatively puts forward principles and classified disposal measures of medical complaints and disputes,such as"three uses"and"stable,accurate and fast three words"so as to improve the ability of handling complaints and disputes.And it further puts forward"three-level four-control","intrinsically safe people","key population risk early warning and control"and other prevention programs,pre-warning prevention and control and joint disposal afterwards simultaneously,combined with typical cases,multiple measures simultaneously,to prevent medical complaints,letters and disputes,improve the quality and safety of medical services.
关键词
投诉纠纷/处置策略/事前预警防控/事后联合处置Key words
Complaints and disputes/Disposition strategy/Pre-warning prevention and control/Joint disposal afterwards引用本文复制引用
出版年
2024
NETL
NSTL
万方数据