医疗投诉预警指数的建立及应用  

The Establishment and Application of the Alert Index of Medical Dispute

作　　者：王严 赵晓兰[2] 罗毓芬[3] 杨晶 

机构地区：[1]煤炭总医院,北京100028 [2]北京积水潭医院,北京100035 [3]首都医科大学附属北京同仁医院,北京100730

出　　处：《中国医院管理》2010年第5期26-28,共3页Chinese Hospital Management

摘　　要：应用环境质量指数的方法和原理,对国内5385起医疗投诉进行分析。发现医疗投诉事件发生的主要原因为:医疗服务不到位(X1)、医护人员态度不佳(X2)、医院行政管理不善(X3)、社会导向等因素不良而致的病人心理取向及药品质量等原因(X4)。进一步推导出医疗投诉的预警指数:Ai=0.40X1+0.32X2+0.16X3+0.12X4,并提出了使用该指数的方法。应用此指数对某医院的医疗投诉进行评价,表明该院医疗投诉预警指数为1.25,属警报水平(Ⅲ级),同时也指出了该院医疗投诉的重点检查对象和治理的重点。应用此指数不仅可以对医疗投诉事件进行前瞻性的预测,确定重点的管理对象,而且可以找出主要的隐患和管理重点,为宏观管理提供依据。Environmental quality index were referred to analyze 5,385 cases of medical dispute.The main reasons for medical dispute were the unwholesome medical service （X1）,unreasonable paramedic manner （X2）,poor psychological orientation of patient （X3）,and lack of administration （X4）.In view of the results,the alert index of medical dispute was calculated further Ai=0.40X1＋0.32X2＋0.16X3＋0.12X4.At the same time,the directions of using the index were expounded.After this index was utilized to assess the current situation of medical dispute in a hospital,the results showed that its alert index was 1.25,belonging to alarm level （Ⅲ level）,and the emphatic objects of inspection and control in medical dispute were indicated.This index can be applied to forecast the trend of the medical dispute and detect the evidence for the macro-management,by finding the emphatic objects of inspection and control,and by determining the main potential dispute sites and priority in management.

关 键 词：医疗投诉 预警 指数建立 

分 类 号：R197.3[医药卫生—卫生事业管理]