某地区三甲医院门诊投诉数量与时间及门诊总量关系的调查分析  

Investigation in the relationship between the number of complaints from outpatients and the lime or the outpatient amounts in a certain grade A tertiary hospital

作　　者：李忠艳[1] 陈书人[1] 梁玉颜[1] 陈木莲[1] 吴凤燕[1] 何月葵[1] 

机构地区：[1]广东省佛山市第一人民医院门诊部,528000

出　　处：《中国实用护理杂志》2013年第36期33-35,共3页Chinese Journal of Practical Nursing

摘　　要：目的探讨门诊医疗投诉的数量与时间及门诊总量之间的关系。方法回顾性分析2009年1月至2013年7月我院门诊客户服务中心接待并有基本记录的门诊医疗投诉1289例次，以及对应的门诊总量。分析门诊投诉数量、投诉率的时间规律，并分析月投诉数量和投诉率分别与月门诊总量之间的相关性。结果我院门诊投诉数量月平均水平为（23．44±8．41）例次，门诊总量月平均水平为（246000±27417）例次。年度间的月投诉数量、门诊总量、投诉率的比较差异均有统计学意义。一年中，2月、1月门诊投诉数量最低，11月、1月、2月、12月投诉率低。月门诊投诉数量与月门诊总量之间，以及月投诉率与月门诊总量之间，均存在相关性。结论一年中门诊投诉率的变化有一定的时间规律，投诉率与门诊总量之间存在一定的相关性。Objective To study the relationship between the number of outpatient complaints and the time or the outpatient amounts. Methods A retrospective analysis of 1289 cases of outpatients＂ med- ical complaints with basic records since 2009 in our hospital was carried out. The time regularity of the number of outpatient complaints, or the complaint rate was analyzed. And the correlation between the outpatient amounts and the number of outpatient complaints, or the complaint rate was also analyzed. Results In our hospital, the mean monthly number of outpatient complaints was （23.44±8.41）cases; the mean monthly out- patient account was （246 000±27 417 ）cases. The differences among monthly outpatient complaints, outpa- tient accounts and monthly complaints rate among every years were statistically significant. Within one year, the outpatient complaints numbers were lowest in February and January. And the outpatient complaints rate was low in November, January, February and December. There were statistically significant correlation be- tween the monthly outpatient complaints and monthly outpatient accounts, and between the monthly outpa- tient complaints rate and monthly outpatient accounts. Conclusions There was time regularity in the out- patient complaints rates in one year. And there was certain correlation between the outpatient complaints rate and the outpatients＇ accounts.

关 键 词：医疗投诉 投诉率 医疗质量 门诊量 

分 类 号：R47[医药卫生—护理学]