The Research On Complaint Management And Improving Patient Satisfaction By Complaint Management In SD Hospital

In recent years,doctor-patient relationship has becoming very strained in our country,the state is pushing safe hospital construction,introducing third party satisfaction evaluation,satisfaction evaluation indexes have been bring into hospital rating and performance appraisal.All kinds of policies suggest that national health authorities expect to guide the harmonious doctor-patient relationship,in order to reduce medical disputes,improve patient satisfaction.It has a positive and important significance for the society,medical institutions,hospital employees and patients.The thesis first studies literature on the patients satisfaction and complaint management of the doctor-patient relationship at home and abroad,secondly complaint management,and put forward the general model for improving patient satisfaction;Next,discusses the present situation of satisfaction management and complaints management in SD hospital,according to the discussion,the thesis find out current symptom,In the basis of patients satisfaction improving general model and the empirical research results,proposed the general path of the SD hospital optimizing complaint management to improve patient satisfaction.