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目的:对放射科医疗服务投诉产生的原因进行分析,并探讨相应的防范对策。方法:选取2014~2015年宁波市中医院放射科接诊的2656例患者作为研究对象,对2014年1287例患者发生医疗服务投诉事件的原因进行分析,并据此制订相应的防范对策,对2015年防范对策实施后的1369例放射科接诊的患者医疗服务投诉事件发生情况进行记录,比较防范对策实施前后放射科医疗服务投诉发生率及患者的满意度。结果:观察组医疗服务投诉率为0.88%,显著低于对照组(P<0.01);观察组满意度为95.54%,显著高于对照组(P<0.01)。结论:放射科医疗服务投诉发生的原因较多,针对投诉原因制订针对性防范对策并实施,对降低医疗服务投诉发生率,提高患者的满意度具有重要意义。
OBJECTIVE: To analyze the causes of radiological medical service complaints and to explore the corresponding preventive measures. Methods: Totally 2656 patients admitted to radiology department of Ningbo Hospital of Traditional Chinese Medicine from 2014 to 2015 were selected as research objects. The causes of medical service complaints in 1287 patients in 2014 were analyzed, and corresponding preventive measures were formulated. Year prevention measures after the implementation of the 1369 cases of radiological admissions of patients with medical services complaints were recorded and compared before and after the implementation of preventive measures the incidence of radiological services complaints and patient satisfaction. Results: The complaint rate of medical service in observation group was 0.88%, which was significantly lower than that in control group (P <0.01). The satisfaction degree of observation group was 95.54%, which was significantly higher than that of control group (P <0.01). Conclusion: There are many reasons for the complaints of medical services in radiology department. Targeting preventive measures against the causes of complaints and their implementation are of great importance to reduce the incidence of medical service complaints and improve patient satisfaction.