医院接诉即办助推医院高质量发展的实践与探讨
Practice and Discussion of Handling a Complaint upon Receipt to Promote High-Quality Development of Hospitals
白楠竹 1邵晓凤 1陈明 1冯雷 1王琳 1万语1
作者信息
摘要
北京市为满足市民需求,推出了"接诉即办"举措,通过"12345"市民服务热线,畅通群众诉求表达渠道,解决群众难题.本文以北京大学人民医院为例,通过党建引领接诉即办工作,以接诉即办为抓手,以患者诉求为导向,解决患者"急难愁盼"问题,不断加强医院管理,提高医院服务质量,改善患者就医体验,使接诉即办成为推动医院高质量发展的有效路径.
Abstract
In order to meet the needs of the public,Beijing has launched the initiative of"handling a complaint upon receipt".Through the"12345"citizen service hotline,the channels for the expression of public demands have been opened up,and the problems of the public have been solved.This article takes Peking University People's Hospital as an example,through the party building to lead the work of handling a complaint upon receipt,taking handling a complaint upon receipt"as the grasping hand,taking patients'demands as the guidance,solving patients'"urgent,difficult,anxious and hopeful"problems,continuously strengthening the hospital management,improving the quality of the hospital's services,improving the patients'experience of medical treatment,so as to make handling a complaint upon receipt as the effective path to promote the hospital's high-quality development.
关键词
公立医院/接诉即办/高质量发展Key words
Public hospital/Handling a complaint upon receipt/High-quality development引用本文复制引用
出版年
2024
NETL
NSTL
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