门诊老年患者的投诉原因分析与对策  

Analysis on the causes and coping strategies of complaints among elderly outpatients

作　　者：秦越萃[1] 冯蔚如[1] 朱会耕[1] 

机构地区：[1]复旦大学附属华山医院门诊部,上海市200040

出　　处：《护理管理杂志》2010年第1期40-41,共2页Journal of Nursing Administration

摘　　要：目的通过对门诊老年患者投诉情况及原因分析,制订对策,提高老年患者就诊满意度。方法对2007年至2008年共1100例门诊老年患者投诉进行回顾性分析。结果老年患者的投诉涉及服务态度、医疗护理质量、就诊流程、医院规章制度、现行政策等多个方面,分别占到总投诉量的47.45%、19.18%、15.09%、4.82%和8.27%。结论随着社会进入老龄化,门诊医疗服务更应多方面、多角度、有意识地关注老年患者,开展适合这类特殊人群的细节服务,提高老年患者的就诊满意率。Objective To analyze the causes of complaints among elderly outpatients and put forward coping strategies to increase patient satisfaction. Method A total of 1100 complaint cases among elderly patients in an outpatient department from 2007 to 2008 were retrospectively analyzed. Result Most of complaints focused on service attitudes （47.45%） , health care quality （ 19, 18 % ） , treatment an＇angenment （ 15.09% ） , hospital regulations （4.82%） and poli- cies（8.27% ）. Conclusion Medical set＇vices in outpatient departments should pay more attention to elderly patients, and provide muhiple,meticulous and suitable medical services for them,which might improve their degree of satisfaction.

关 键 词：医院 门诊 老年患者 投诉 

分 类 号：R197.1[医药卫生—卫生事业管理] R473.6[医药卫生—公共卫生与预防医学]