患者投诉与不满的管理
The management of patient complaints and dissatisfaction.
作者信息
Schwartz L R, Overton D T
机构信息
Department of Surgery, University of Michigan Medical School, Ann Arbor.
出版信息
Emerg Med Clin North Am. 1992 Aug;10(3):557-72.
PMID:1628560
Abstract
Patient satisfaction is an integral component of the measurement of health care quality. Proper attention to patient complaints is one part of a patient satisfaction management strategy aimed at revealing and alleviating the causes of patient dissatisfaction.
摘要
患者满意度是衡量医疗质量的一个不可或缺的组成部分。对患者投诉给予恰当关注是患者满意度管理策略的一部分，该策略旨在揭示并缓解患者不满的原因。
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