[摘要] 门诊是医院面向社会、面向患者的重要窗口，是医院医疗工作的重要组成部分，本院是三级甲等医院，患者多、流动性大、涉及面广，服务环节不到位往往易引起医疗矛盾。针对实际情况我院在工作中实施强化人性化服务理念的方式，从医疗、护理、环境、服务、教育等方面加以改善，强化门诊管理人性化，满足了不同患者的需求，提高了服务质量，医疗纠纷发生率大大降低。可见人性化服务在门诊管理过程中、在预防医疗矛盾中具有重要的作用。

    [关键词] 人性化服务；门诊管理；医疗纠纷

    [中图分类号] R197 [文献标识码] C[文章编号] 1673-9701(2011)20-134-02

    Humanization Service and Solving Medical Dispute in the Outpatient

    XUE Lijuan1WANG Xuefeng2 WU Naiqin1 YANG Huimin1 SHI Haitao1

    1.Daqing Longnan Hospital，Daqing 163000，China；2.Rehabilitation Department of Daqing Oilfield Head Hospital，Daqing 163000，China

    [Abstract] Outpatient is an important partment in the hospital. There are many disputes between doctor and patients because lots of patients and work produces everday. We take the humanization services in the management ......