920例门诊投诉原因与特征分析  

Analysis of Causes and Characteristics of 920 Outpatient Complaints

作　　者：雷祎[1] 高玥[1] 李葆华[1] 

机构地区：[1]北京大学第三医院,北京100191

出　　处：《中国医院管理》2014年第1期63-65,共3页Chinese Hospital Management

摘　　要：目的分析门诊投诉的原因和分布特征,提高医院服务质量。方法收集整理2011年2月—2013年4月门诊完整文字记录的患者投诉,剔除不合理投诉后,最终共计920例。对数据进行统计处理并回顾性分析。结果920例投诉中,临床科室被投诉比例最高;在人员方面,针对医生的投诉最多;投诉原因方面,服务态度欠佳占第一位,其次是工作不认真而造成工作差错,真正涉及医疗技术问题的投诉较少。结论医院对于门诊投诉应高度重视,增强工作人员服务意识及责任心教育,改善服务态度,减少工作差错,加强门诊监督管理,优化就医流程,创造和谐就医环境。Objective To analyze causes and its distribution characters of outpatient complaints, to improve quality of service in the hospital. Methods Collecting complete records of outpatient complaints from February 2007 to April 2008. After deleting unreasonable complaints, 920 cases were left. Retrospection analysis and statistical calculation were used. Results In 920 cases, the complaints of clinical departments made the highest proportion and doctors had the highest rate of complaints. In aspect of causes, the complaint of poor service attitude was in the first place, and carelessness leading to work errors was the second most important cause of complaint. Few complaints were about medical technolo- gy. Conclusion The hospital should attach great importance to the outpatient complaints, strengthen the service con- sciousness and the sense of responsibility of staff, improve the service attitude and reduce the work errors. At the same time, the hospital should strengthen outpatient management, optimize service process, and create the harmonious medical environment.

关 键 词：门诊投诉 医院 服务质量 

分 类 号：R197.32[医药卫生—卫生事业管理]