|
|
Innovation of hospital safety management committee in complaint handling |
ZHANG Taojing HU Kaiwen ZHAO Chang▲ XU Weina ZHANG Huishu |
Dongfang Hospital, Beijing University of Chinese Medicine, Beijing 100078, China |
|
|
Abstract With the new stage of medical reform, constructing a harmonious doctor-patient relationship has become the focus of the work of every hospital. Dongfang Hospital, Beijing University of Chinese Medicine, established a safety management committee system in 2014. As a result, patients′ problems are solved effectively, the complaint handled process standardized, the prevarication is reduced and the dispute resolution channels are unimpeded. What is more the amount of medical compensation has decreased by 89% and complaints have decreased by 11%. Meanwhile, the patients′ satisfaction is greatly improved. A harmonious doctor-patient relationship is constructed. This paper introduces the establishment, the organization structure and the management mode of safety management committee system in Dongfang Hospital, in order to share the practical experience with other hospitals for reference.
|
|
|
|
|
[1] 吴明.公立医院改革,需推进现代医院管理制度建设[N].人民政协报,2017-09-06(5).
[2] 李季平.把医改当德政工程民心工程来抓[N].中国改革报,2017-09-08(4).
[3] 许津.论思想政治工作在新医改价值取向中引领作用[J].中国卫生事业管理,2015,32(12):957-959.
[4] 吴斌.医院安全生产管理实践的探讨[J].中医药管理杂志,2016,24(15):86-88.
[5] 包伟明.加强医院安全生产管理实践的探讨[J].中国医院建筑与装备,2014(12):95-96.
[6] 李佳,景抗震,钱雷,等.我院加强医疗安全精细化管理的实践及成效探讨[J].江苏卫生事业管理,2017,28(3):54-56
[7] 黄瑾,胡晋红,蒲江,等.伦理审查委员会规范化建设和质量提升策略[J].中国医院管理,2012,32(12):20-21.
[8] 王宾,崔玫,李伟荣,等.加强药事管理委员会在药物合理应用中作用的探索[J].中国医院管理,2016,36(12):36-38.
[9] 谭学书,喻明成.医疗质量管理委员会对医院管理持续改进的效能研究[J].中国医学创新,2012,9(17):143-145.
[10] 王安民,刘云.建立医院医保质量管理委员会将医疗保险政策融入医院管理[J].医学信息:中旬刊,2010,5(5):1290-1291.
[11] 王东,张宏伟,王秋卉.北京市某医院恶性医疗纠纷应急处置机制的建立与思考[J].医学与社会2014,27(4):33-35
[12] 耿桂香.浅谈医疗纠纷的成因及防范措施[J].内蒙古中医药,2013(12):102-103.
[13] 顾桂国,娄继权,王枫华.医患矛盾第三方调解途径中的保险机制探讨[J].上海预防医学,2010,22(2):87-89.
[14] 黎艳华,陈晋东,周胜华,等.医院投诉接待中心在防范医疗纠纷中的作用[J].中国医院,2016,20(2):76-77.
[15] 朱蔚玲,陈志红,刘玲芬,等.规范投诉处理对构建和谐医患关系的作用与实践[J].中医药管理杂志,2017,25(10):169-171.
[16] 徐巧,林婷.加强医院投诉管理 健全投诉协调机制[J].中医药管理杂志,2016,24(23):165-166.
[17] 刘宇,陈伟.医院投诉管理的历史进程与未来展望[J].中国医院,2011,15(6):60-62.
[18] 孟伟琴,宋方芳,徐丹红,等.某三甲综合医院的服务投诉分析[J].中医药管理杂志,2016,24(10):117-119.
[19] 刘杰.医院门诊患者投诉纠纷原因分析及管理对策[J].解放军预防医学杂志,2016,34(S1):200.
[20] 佚名.百张病床以上医院将建立医院感染管理委员会[J].中国卫生,2006(9):52. |
|
|
|