医疗投诉的变化、热点及对策  

An Investigation of Variation,Hot Issues and Strategy Dealing with Medical Complaints

作　　者：杨连忠[1] 王晓敏[2] 

机构地区：[1]解放军251医院医务处 [2]66417部队医院

出　　处：《解放军医药杂志》2011年第3期76-78,共3页Medical & Pharmaceutical Journal of Chinese People’s Liberation Army

摘　　要：目的了解医疗投诉的变化、热点,为构建和谐医患关系探寻新思路。方法对华北某医院2006～2010年361例投诉案进行统计分析。结果医疗投诉在数量、原因、内容、方式和解决途径上都发生了变化。结论要针对医疗投诉的变化、热点转变服务理念,建立信息公开制度,成立专门的医患纠纷调解处理机构,规范医院的医疗行为和经济行为,以降低医疗投诉的发生率。Objective To investigate the variation and hot issues of medical complaints and to explore new methods to establish the harmonious doctor-patient relationship.Methods 361 cases of medical complaints from a hospital in North China during 2006 and 2010 were statistically analyzed.Results Medical complaints tended to rise in numbers,reasons,content,mode and resolved methods.Conclusion Special organizations should be established to solve medical complaints,and medical service ideas should be changed.In addition,the public medical information systems should be established and the medical behaviors and economic behaviors in hospitals should be standardized to reduce rates of medical complaints.

关 键 词：医疗投诉 变化 热点 对策 

分 类 号：R197.322[医药卫生—卫生事业管理]