完善某三甲医院医务处'12345'纠纷工单处理的探讨

摘要

Objective:Through improving"12345"work order of dispute from medical affair dept of a third-grade class-A hospital, to promote patients' satisfaction and strengthen the management level of the hospital. Methods:The handling situation of"12345"work order of letters and visits from medical affair department of a third-grade class-A hospital were summarized, to analyze the existing problems from handling work order from the perspective of medical disputes and put forward relevant advice. Results:Prevent misusing the technology by improving the technical records;reduce the Information asymmetry by establishing a correct view of seeking medical treatment;make sure the communication object, use the proper communication way;strengthen the effective dommunication between doctors and patients, maintain the patients' right of informed consent, and the work order management of medical affair department could be promoted. Conclusion:"12345"work order of disputes from medical affair department of a third-grade class-A hospital can be further improved by improving the technical records, establishing a correct view of seeking medical treatment, using the proper communication way, maintaining the patients' right of informed consent.%目的:为完善某三甲医院医务处"12345"纠纷工单的处理, 提高患者对医院的满意度和增强医院的管理水平.方法:通过归纳2017年上半年某三甲医院医务处"12345"信访工单处理情况, 从医疗纠纷方面分析医务处工单处理过程中存在的问题, 提出完善的建议.结果:通过加强科室技术备案, 防范技术应用不当;树立正确的就医观, 减少信息不对等;明确沟通对象, 使用合适的沟通方式;加强医患间有效沟通, 保障患者的知情同意权以完善医务处工单管理工作.结论:某三甲医院医务处"12345"纠纷工单的处理, 可通过加强科室技术备案、树立正确的就医观、使用合适的沟通方式和保障患者的知情同意权进行不断完善.