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随着我国居民对于健康服务的需求不断增加,国内医疗卫生机构特别是公立医院得到了快速发展,但是,由于行业的特殊性造成的服务失误的难以避免性,以及患者法律维权意识不断提高的情况下,医疗纠纷和医患关系恶化等问题频发,影响到了医院的发展和社会的稳定。这给公立医院带来了前所未有的冲击,需要以服务质量推动其发展。因此,我们通过研究现代服务质量管理模式在公立医院的建立和完善来促进医疗失误的有效解决,提高其服务质量,推动医疗服务的整体升级。
With the increasing demand of residents for health services in our country, the domestic medical and health institutions, especially public hospitals, have been rapidly developed. However, due to the unavoidability of service errors caused by the particularity of the industry and the increasing awareness of patients’ legal rights protection In the next few years, the frequent medical disputes and the deterioration of the doctor-patient relationship have affected the development of the hospital and social stability. This has brought unprecedented impact on public hospitals, which need to be driven by quality of service. Therefore, by studying the establishment and improvement of modern hospital service quality management model in public hospitals, we can promote the effective solution to medical errors, improve their service quality and promote the overall upgrade of medical services.