278例住院患者医疗投诉原因分析  

An analysis of medical complaints from 278 hospitalized patients

作　　者：郑群[1] 竺红宇[1] 刘红[1] 张萍[1] 

机构地区：[1]湖北省荆州市第一人民医院客户服务中心,434000

出　　处：《重庆医学》2013年第33期4073-4074,共2页Chongqing medicine

摘　　要：目的分析医疗投诉的原因,寻找有效预防医疗纠纷的方法。方法收集本院2011年所有住院患者投诉资料并进行回顾性分析。结果共计278次医疗投诉,161次(57.91%)通过电话投诉,101次(36.33%)通过医院电子触摸屏投诉,16次(5.76%)通过电子邮箱投诉。被投诉科室前3位分别为心血管内科33次(11.87%)、妇产科29次(10.43%)和肾内科26次(9.35%)。投诉原因前3位分别为医患沟通欠佳101次(36.33%),服务态度差69次(24.82%)和病房条件较差45次(16.19%)。结论预防医疗投诉的主要措施是医务人员不断加强医德医风教育和提高医患沟通技巧,同时医院要加强基础设施建设。Objective To analyse the causes of medical complaints ,seek methods to prevent medical disputes .Methods All medical complaints were collected and analyzed retrospectively in 2011 .Results In 278 medical complaints ,there were 161 （57 .91% ） complaints by telephone ,101 （36 .33% ） complaints by hospital electronic touch screen ,16 （5 .76% ） complaints by E-mail;the top three complaint departments were vasculocardiology department 33（11 .87% ） ,department of gynaecology and obstet-rics 29（10 .43% ） ,urology department 26（9 .35% ） ,respectively ;the top three complaint reason were poor doctor-patient communi-cation 101（36 .33% ） ,poor service level 69（24 .82% ） and ward disadvantaged 45（16 .19% ） ,respectively .Conclusion Prevention of medical complaints of the most important measures is to improve the skill of doctor-patient communication and technical level of medical staff .Furthermore ,hospital should strengthen the construction of infrastructure .

关 键 词：医疗投诉 原因 分析 

分 类 号：R197.3[医药卫生—卫生事业管理]