【摘要】 医患关系的紧张状况很大部分原因来自于医患之间的沟通不够畅通,不能及时、有效、便捷地处理患者的投诉,也会加重医患之间的矛盾冲突,造成彼此不信任的局面。以顺利处理患者投诉的角度为出发点,从建立患者投诉处理组织机构、健全相关制度、明确职责分工、制定合理的处理流程,以及相关的考核考评机制等方面来探讨如何完善患者投诉处理机制,以便更好地解决患者投诉,化解医患矛盾,有助于构建和谐的医患关系,提高医疗服务质量。更多还原

【Abstract】 The strained physician-patient relationship is largely due to the lack of communication between doctors and patients.Because patient complaints cannot be timely and effective handled,conflicts between doctors and patients increased which resulted in mutual distrust situation.This paper aimed to establish a reasonable complaint coping organizations,rational processes of patient complaints,and evaluation mechanism from the perspective of patients,and to explore mechanisms to improve the coping of patient complaints in order to better resolve patient complaints and conflicts,to build a harmonious relationship between doctors and patients to improve the quality of medical services.更多还原