【摘要】 为了使医院管理者正确认识和对待患者投拆,作者在阐述患者投诉的常见原因和表现形式之后,着重分析患者投诉给医院管理者带来的契机;指出患者投诉里面包含着未被实现的患者需求,意味着医院的管理工作还存有差距;作者提出,医院管理者应该更新观念,抛弃那些一味躲避和敷衍的做法,真正建立让患者投诉有门,并投诉有效的新机制。更多还原

【Abstract】 In order to make managers of hospital understand and approach patients’ accusation correctly, the author emphatically analysed the opportunity that patients’ accusation brought to the managers of hospital after elaborating the common cause and manifestations of patient’ s accusation. The author pointed out the patients ’ accusation often embody the patients’ demands that fail to materialize. It means we still have a long way to go in our hospital managerial work.. The author put forward that the managers of hospital should renew their minds, abandon the usual way of persisting in avoidance and perfunctoriness,and should really set up new system Iet patients accuse and accuse effectively.更多还原