本文采取理论研究与实证研究相结合的方法探究 M 医院护患沟通管理。简要介绍 M 医院护患沟通管理现状，采取问卷调查的形式，对 M 医院部分护士的临床沟通能力及患者对护理工作满意度两方面进行调查，通过护士沟通能力和患者满意度情况，真实反映出 M 医院护患沟通现状。并结合现状对医院、护士及患者三方面进一步分析，探讨 M 医院护患沟通存在的问题。从客户关系管理角度出发，在医疗机构、护士群体、患者自身三个层面中寻求解决 M 医院护患沟通问题的对策。
通过本文研究，为 M 医院的护患沟通管理提出有效改进策略和解决途径，改善护患沟通现状，最终构建起良好的护患关系，促进社会的和谐与稳定。
As one part of daily routine in the hospital nursing services,nurses and clients communication has become a key contributing factorfor nursing managements. Experts have made quite great progress for aneffective communication art; however, problems would turn the hiddentroubles into unexpected outcomes in the daily managements. Serviceconsciousness and management concepts in the first-level tertiarycomprehensive public M hospital upgrade slowly with the influence ofstate financial support model, despite of the market-oriented health careindustry transforming and an independent management for profits model.
It is of significance to analyze the cause and discuss the measures fornurses and clients communication in our times. Therefore, it is to discuss on nurses and clients communicationmanagement in M hospital, adopted by a theoretical and empiricalresearch method. Questionnaires are needed to reflect nurses’ communication skills and clients’ satisfaction on the contrary, followedby an introduction of the current management. The results would be atrigger to point to a need for more research among nurses and clients, and the hospital as well. A further discussion is focused on the accumulatedresults, which can be improved by an integrated vision of health careindustries, nurses and clients from CRM aspect.
All in all, it is aiming to provide an effective improving strategy andan achievable approach for such management in M hospital. In that case,it would be a help to maintain cozy relations between nurses and clients,and a contribution to promote social harmony and stability.
Keywords:M hospital ;CRM ;nurses and clients communication