The working mechanism of"swift response to public complaints",which takes the government hotline"12345"as the carrier,puts forward new requirements for hospitals to improve the resolution of patients'demands.Medical institutions shoulder the vital responsibility of"medical care"among the"seven accesses"of people's livelihood.In order to systematically solve the difficulties and pain points in the on-call management,the hospital explored the application of the performance-driven management concept to the on-call management.Through the practical application of driven performance management in the assessment of"swift response to public complaints",the internal performance assessment management system and working mechanism of"swift response to public complaints"have been established in the hospital,which has played a promoting role in all departments of the hospital responding to patients'demands in a high quality and efficient manner,striving to improve medical quality,optimizing work flow,strengthening medical staff's awareness of humanistic care and communication skills.The performance management reform drives the improvement of the hospital's proactive governance ability,and realizes the transformation from immediate action to pre-action without action.
关键词
"接诉即办"/未诉先办/驱动型绩效管理/绩效考核管理/公立医院/医疗质量/医患服务
Key words
"swift response to public complaints"/deal with the case before filing a lawsuit/driven performance management/performance appraisal management/public hospitals/medical quality/doctor-patient service
万方数据