杨立红

    【摘要】门诊投诉管理是提升门诊医疗管理重要抓手。北京大学第一医院基于系统思维的整体要素，分别从门诊投诉制度建设、门诊投诉评价与考核、职工服务意识和能力建设培训、培育“投诉-改进”闭环管理安全文化氛围四个维度构建门诊投诉管理体系。推进组织建设、服务思想建设、提升责任意识，提高医疗服务质量，为其他医疗机构建设门诊投诉管理体系提供借鉴和参考。

    【关键词】门诊投诉；管理体系；系统思维

    Exploration and practice of outpatient complaint management system based on systematic thinking

    YANG Lihong

    Peking University First Hospital Medical department， Beijing 100034， China

    【Abstract】Outpatient complaint management is an important starting point to improve outpatient medical management. Based on the overall elements of systematic thinking， the first hospital of Peking University constructs the outpatient complaint management system from four dimensions： the construction of outpatient complaint system， the evaluation and assessment of outpatient complaint， the training of staff service awareness and capacity-building ......