SET UP “COMPLAIN IS GOLD” PHILOSOPHY AND IMPROVE MEDICAL SERVICE CON-TINUOUSLY
10.3969/j.issn.1671-332X.2014.08.002
- VernacularTitle:树立“投诉是金”理念持续改进医疗服务
- Author:
Liping WU
;
Junli WAN
- Publication Type:Journal Article
- Keywords:
Complain is gold;
Continuous improvement;
Medical service;
Establish sincerely;
Harmonious relationship between doctors and patients
- From:
Modern Hospital
2014;(8):6-8
- CountryChina
- Language:Chinese
-
Abstract:
Since the complain center of our hospital was founded in 2011, innovated the philosophy of “com-plain is gold”.It transformed mentality of the leaderships and employees to treat complaints fundamentally .Complain management was regarded as a strategic tool for the hospital to self -improve;Complain was regarded “the third eye”of recognizing the hospital management blind spots or service failure .At the same time, our hospital takes it as an im-portant means to construct the harmonious doctor -patient relationship sincerely .In the past three years , under the guidance of new ideas , our hospital has been innovating the complaint handling mechanism and improving work processes .And we have obtained better result in complaints management under the effort of all the staff .
