Shenzhen Maternal and Child Health Hospital encounters a public opinion crisis. How to deal with it?

Causes of public opinion crisis

As a public hospital, Shenzhen Maternal and Child Health Hospital has a high reputation in the medical field. However, recently, the hospital has caused a public opinion crisis due to some medical malpractice issues. Among them, the most prominent problem is the excessive number of medical dispute cases and the unfavorable attitude towards patients and their families. This issue has become a hot topic on the Internet and has triggered a lot of controversy and criticism.

Coping strategies

For this crisis, Shenzhen Maternal and Child Health Hospital needs to use multiple ways to respond.
1. Comprehensive inspection of medical quality: The hospital must take action in response to the problems that have arisen this time. We will conduct in-depth investigations into every medical dispute case to fundamentally resolve the demands of patients and their families, actively improve the quality of medical care, and prevent the recurrence of similar incidents.
2. Develop a reasonable handling plan: In response to complaints from patients and their families, hospitals should clarify responsibilities, formulate scientific handling plans, and make them public in a timely manner. At the same time, we should pay attention to the rights and feelings of patients throughout the entire medical process, communicate in a timely manner to solve problems, and improve service quality.
3. Guide public opinion: When facing a large number of criticisms, hospitals need to respond actively, clarify in a timely manner, and guide public opinion with a fair, transparent and just attitude. We cannot avoid talking about it, and we should not use negativity to eliminate public opinion.

Rebuilding trust

The ultimate goal of eliminating the crisis is to rebuild the public\’s trust in the hospital. Hospitals need to take the following steps to rebuild trust:
1. Establish transparency: Disclose the hospital’s management system, medical violation handling system and other important systems, and timely update the hospital’s important information and progress.
2. Fulfill social responsibilities: Strengthen corporate social responsibilities, actively participate in public welfare undertakings, and make more contributions to society.
3. Problem-oriented: Treat problems handled in a timely manner as opportunities to further strengthen self-development, continuously strengthen the hospital\’s management system and medical service quality, and strengthen the protection of patients\’ legitimate rights and interests.

Summary

Faced with a public opinion crisis, even hospitals with a high reputation will inevitably encounter similar problems. To learn to deal with crises, you first need to conduct calm and orderly analysis and countermeasures. After the crisis is alleviated, hospitals still need to focus on service quality and social responsibility for a long time to establish a good reputation and create trust among the public. Only in this way can we secure our place in the fierce market competition.