Origin | City spot is integrated new capital newspaper
On December 3, zhejiang carry on encourages downtown hospital one paediatrics doctor is beaten up by child family member, two pairs of doctors have husband and wife drag, the son cries on the edge crying to try to dissuade not if really. The courtyard does a director to say the child has scarlet fever, must fill in according to the regulation contagion report gets stuck, the parent is not willing to conflict with doctor happening. At present father is gone arrest 7 days.
What principle should when doctors and patients concerns, hospital processing retain?
Medical treatment industry is the industry of a high risk, the crisis exists at any time, how to handle the crisis correctly, if where,should be opposite effectively after crisis happening, dissolve and use the crisis, make of the crisis ruinous reduce lowermost limit, acquire a new life from inside the crisis, make the main task that current hospital manages.
1, " primary " principle:
An any hospitals, annual, every months, can produce a lot of consumer complain incident everyday even, this is a normal phenomenon, but once incident happens later, employee of a gleam of appears very important to the processing of incident with the key, if processing is undeserved, can deepen contradiction, enlarge the crisis, accordingly, for a short while, the first place, the first manner and consumer are reached forgive, this is before last plan.
2, " and for expensive " principle:
As the hospital, when processing consumer complains incident, must remember well " and for expensive " principle, it is ten million should use good mood and complainant to communicate, want to ask the patient to sole office or the place that are far from the public, avoid a got-up affair to expand, or by media exposure. If the patient's requirement is not too slashing, can mix complainant " compounding " , avoid to enlarge a got-up affair, deepen the crisis.
In the meantime, the education of the respect such as the use that the hospital wants to have language of sex of appearance of gregarious and formal, behavior, ceremony to medical personnel, in order to retain medical service person good oneself figure; Want to teach a doctor to get used to modern medicine mode repeatedly, be full of love to the patient, sympathize with a heart, must what enough patience listens attentively to a patient attentively appeal to narrate, be good at a basis place of feature of patient knowledge level, savvy, disposition, mood, and the particular case of different time, circumstance, the language form that choice patient accepts easily and content undertake communicating communication; Special when small error appearing in working, should drop frame work, apologize actively to the patient. Got used to the changeover of this kind of part only, ability establishs favorable brand effect and service public praise, let a hospital go wider more on the road of service development.
3, the principle that communicates adequately:
"Communicate " include the communication with complainant and public. If a got-up affair did not enlarge media exposure, the extent that the public knows, with the communication of complainant, the key is to negotiate the method that resolves processing episode, the hospital can compromise appropriately, satisfy the patient's requirement, rise thereby " make concessions to avoid trouble " action.
If incident has passed media exposure, development arrives wide for public attention and witting degree, when performing the crisis of melt into hospital, the communication with the public is most crucial at that time, the hospital should be active clear the air, gain the accredit of consumer and support, thereby strong the harm rate that reduces the crisis.
4, the principle that establishs reputation:
Credit is a hospital live this, also be the quintessential place of hospital crisis public relations, and the elimination of utmost the negative effect of the crisis, establish the good figure of the hospital and reputation, it is the objective that perfect crisis public relations pursues. The key that establishs reputation is to want with " sincere " serve the public, communicate frankly and sincerely with the public, improve the error of the enterprise actively, win the public thereby forgive.
