从某三甲医院信访资料分析探寻信访工作新思路

摘要

医院信访工作是促进医院加强管理，提升服务质量的有效途径。通过整理分析大型三甲医院信访资料，阐述信访投诉产生的原因和特点，从而转变工作思路，从信访资料反映出的医院管理短板入手，通过加强医院精细化管理和透明式管理，提高医疗服务质量，改善患者就医体验。%The handling of complaint reporting in hospital is one of the effective ways to strengthen the medical management and improve the patients'services. By summing up and analyzing the letters and visits of afirst-class comprehensive hospital in China, this paper exposes the causes and characteristics of most of the complains from patients to the hospital, gives suggests on changing the working methods such as implementing Lean management and Transparent management so as to bettering the medical experi-ence of the patients and reducing the negative visiting letters.