608例门诊投诉分析  

ANALYSIS OF 608 OUTPATIENT COMPLAINTS

作　　者：周钧[1] 王吉善[1] 赵红梅[1] 赵越[1] 

机构地区：[1]北京大学人民医院,北京100044

出　　处：《现代医院》2009年第12期109-110,共2页Modern Hospitals

摘　　要：将2007年和2008年所有门诊投诉数据汇总,将其分类后进行比较、分析,可以看出,内容对错容易判断且处理部门单一时,通过行政管理手段可以有效减少投诉;当投诉涉及多个部门、科室且需重新进行利益分配时,加强行政协调,联合多部门共同采取措施可减少同类投诉数量;行政管理、行政协调以及继续教育的强化,能够从多角度解决患者所投诉的问题,提升患者满意度,从而使整体投诉率有显著性下降。The authors collected data of outpatient complaints from 2007 to 2008, compared and analyzed them. It show that The complaints could be decreased by administration intervention while they were easy to be judged and handled by single administration department. When the complaints were related to the multi - department and reassignment of profit, it is probable to decrease the quantity of the same kind of them by the efficiently administrative coordination, administrative measurement and continuing education can resolve the problems causing complaints and decrease them significantly.

关 键 词：门诊投诉 行政管理 继续教育 

分 类 号：R155.6[医药卫生—营养与食品卫生学] R197.32[医药卫生—公共卫生与预防医学]