门诊服务性投诉量及构成与门诊总量的关系  

RESEARCH ON THE RELATIONSHIP BETWEEN THE OUTPATIENT AMOUNTS AND THE SERVICE COMPLAINT AMOUNTS ORITS CONSTITUTION

作　　者：李忠艳[1] 陈书人[1] 梁玉颜[1] 陈木莲[1] 

机构地区：[1]佛山市第一人民医院,广东佛山528000

出　　处：《现代医院》2014年第4期99-102,共4页Modern Hospitals

摘　　要：目的研究门诊服务性投诉的构成及其与门诊总量之间的关系。方法回顾性调查2009年1月～2013年7月我院服务性投诉中，沟通不足、服务态度欠佳、等待时间过长以及其它原因等4种类型每月发生的例次。分析服务性投诉总量、沟通不足投诉量或服务态度欠佳投诉量与门诊总量之间的相关性。结果691例次服务性投诉中沟通不足66．14％（457例次）、服务态度欠佳51．52％（356例次）。服务性投诉、沟通不足投诉以及服务态度欠佳投诉数量与门诊总量之间均存在一定的相关性（r=0．646，0．447，0．455；P〈0．001，P：0．001，P〈0．001）。结论沟通不足投诉、服务态度欠佳投诉是服务性投诉中的两个最主要类型，并与门诊总量存在着一定的相关性，提示可能需要增加门诊医护工作人次、改善流程、加强沟通培训以减少门诊投诉。Objective To study the constitutes and amounts of outpatient service complaints and its relation- ship with the outpatient amounts. Methods A retrospective analysis of outpatients＇ service complaints in our hospital since 2009 January to 2013 July was carried out. The service complaints include 4 types： inadequate communication, poor service attitude, long wait times, and other reasons. The numbers was recorded monthly. The correlation be- tween the amounts of service complaints, or inadequate communication, or poor service attitude and the monthly out- patient amounts were analyzed. Results Among the total 691 cases of service complaints, inadequate communications amounts was 457 （66. 14% ）, poor service attitude amounts was 356 （51.52%）. There was certain correlation be- tween the amounts of service complaints, or of inadequate communications, or of poor service attitude and the outpa- tient amounts （r = O. 646,0. 447,0. 455 ;p 〈 0. 001 ,p = 0. 001 ,p 〈 0. 001 ）. Conclusion Inadequate communications and poor service attitude was the main parts of service complaints, and was correlated with the outpatient amounts. It suggested that increasing health care work manpower, improving processes, enhancing communication training was in need to reduce outpatient complaints.

关 键 词：医疗投诉 医疗质量 服务性投诉 

分 类 号：R197.32[医药卫生—卫生事业管理]