门诊患者投诉情况解析  

Analysis on the Patient Complaint of Outpatient

作　　者：龙彬[1] 张文[1] 林美雄[1] 张文鹤[1] 张学梅[1] 

机构地区：[1]中国人民武装警察部队总医院门诊部,北京市100039

出　　处：《中国病案》2013年第3期33-34,共2页Chinese Medical Record

摘　　要：目的统计门诊患者投诉率,分析投诉原因及对象特点,研究季节变化与投诉率的关系,探讨降低门诊投诉率的方式。方法以书面记录标准,统计年门诊投诉率、投诉原因及对象,并按季节统计对应投诉率。采用Poisson分布统计季节间投诉率的差异。结果年门诊投诉率为0.045‰;秋季的投诉率明显低于其它季节(P<0.05);投诉原因依次为服务态度(75.47%)、等候时间(16.98%)和技术水平(7.55%);投诉对象依次为医师(69.81%)、医技药人员(15.09%)、收费挂号人员(11.33%)和护士(3.77%)。结论转变传统服务模式,改善服务态度,减少患者候诊时间,提升医务人员服务理念,加强门诊投诉管理,是降低门诊投诉率的有效方法。Objective To count the rate of outpatient complaints, to analyze the causes and objects of complaint, and to study re- lationship between seasonal variation and the rate of complaints, and to explore the reduction ways of outpatient complaint. Methods We count the rate of outpatient complaints per year, the causes and objects of complaint and complaints rate according to season with written statement. Analyzing the differences between seasons by Poisson. Results The rate of outpatient complaint per year was 0. 045~6o. Complaints in autumn was significantly lower than that in other seasons （P 〈 0.05）. The causes of complaint were the ser- vice attitude （75.47%）, waiting for the time （16.98%） and technology （7.55%） respectively. The objects of complaint were physicians （69.81% ）, technical personnel of medicine （ 15.09 % ）, registration and fees personnel （ 11.33 % ） and nurses （3.77 % ）. Conclusion The effective methods such as changing the traditional service mode, improving their service attitude, enhancing medical personnel service concept, reducing patient waiting time, strengthening outpatient complaint management can reduce outpatient com- plaint.

关 键 词：投诉 门诊 季节变化 

分 类 号：R197.3[医药卫生—卫生事业管理]