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目的对我院2014至2015年统计上报的236例次医疗投诉原因进行分析,结合投诉起因提出有效解决对策。方法回顾性分析我院2014至2015年236例次医疗投诉资料,了解投诉内容、对象、投诉处理方式与结果。结果45.8%的投诉与服务态度有关(108/236),19.9%的投诉主要基于服务流程(47/236),8.5%的投诉涉及医疗技术(20/236),1.3%的投诉主诉医德医风(3/236),医疗费用方面的投诉占7.2%(17/236)。医生被投诉占48.7%(115/236),医技人员被投诉占34.3%(81/236),护士被投诉占29.7%(70/236),收费处人员被投诉占25.0%(59/236)。239例医疗投诉中采取沟通解释处理的有147例(61.5%),采取相关科室协商解决的有92例(38.5%),两种处理方法满意或基本满意的有237例(99.2%)。结论积极分析门急诊中的医疗投诉原因并采取相应措施解决能有效降低门急投诉率,提高医院服务质量与患者满意度。
Objective To analyze the causes of 236 medical complaints reported in our hospital from 2014 to 2015, and propose effective solutions to the causes of complaints. Methods The data of 236 medical complaints from 2014 to 2015 in our hospital were retrospectively analyzed to find out the contents and targets of the complaints and the ways and results of handling complaints. Results 45.8% of complaints were related to service attitude (108/236), 19.9% of complaints were mainly based on service flow (47/236), 8.5% were related to medical technology (20/236), and 1.3% complained of medical ethics (3/236) and 7.2% (17/236) for medical expenses. Medical complaints were accounted for 48.7% (115/236), medical complaints were accounted for 34.3% (81/236), nurses were reported as 29.7% (70/236), toll office complaints were accounted for 25.0% (59/236) ). Of the 239 medical complaints, 147 (61.5%) were involved in communication and explanation and 92 (38.5%) were resolved by the relevant departments. There were 237 (99.2%) satisfied or substantially satisfied with the two methods. Conclusion The positive analysis of medical complaints in the emergency department and the corresponding measures to address the complaint can effectively reduce the rate of complaints, improve hospital service quality and patient satisfaction.