【摘要】 在医改的大背景下,为进一步优化服务流程,提高医疗质量,改善医患关系,2007年"北京大学人民医院文明服务缺陷管理系统"正式上线,至今已运行7个年头,取得了显著成效,也遇到了一些问题。作者梳理了系统本身的特点和优势,对7年来的总体运行状况进行了效果评价,并针对具体问题提出了相应的对策。更多还原

【Abstract】 In the background of Healthcare reform, in order to optimize the service process, improve the quality of medical care, improve the doctor-patient relationship, the defect management system of civilized service in Peking University People’s Hospital officially launched in 2007. It has been in operation for seven years and achieved remarkable effectiveness and also encountered some problems. This paper reviews the characteristics and advantages of the system, makes an overall evaluation and puts forward countermeasures to solve the problems.更多还原