北京某三级甲等医院2009—2013年医疗投诉数据分析  

Analysis of the Medical Complaint Data From 2009 to 2013 in a Grade-A Hospital in Beijing

作　　者：王将军[1] 钟林涛[1] 曾庆[1] 陈钢[1] 韩鹏[1] 许树强[1] 

机构地区：[1]国家卫生和计划生育委员会中日友好医院,北京100029

出　　处：《中国医院管理》2015年第1期51-53,共3页Chinese Hospital Management

摘　　要：目的分析北京某三级甲等医院2009—2013年医院医疗投诉数据,探讨改善医疗质量和医疗服务的措施。方法采用回顾性调查方法,收集北京某三级甲等医院2009—2013年医疗投诉数据2 579件,分析投诉人性别、年龄,投诉来源/内容/环节/解决方式及被投诉人职业类别等信息。结果 2009—2013年投诉率维持在2.9/万以内。投诉人对"门诊"(1 861件,72.2%)、"医生"(1 501件,58.2%)及"服务态度"(690件,26.8%)的投诉最多,外科和妇产科位居被投诉科室前两位。医疗投诉以"协商"(2 449件,95.0%)解决为主。结论北京某三级甲等医院医疗投诉率较为稳定,服务态度应进一步改善,外科和妇产科应重点关注。Objective To analyze the medical complaint data from 2009 to 2013 in a Grade-A Hospital in Beijing, and explore the measures for improving the health care quality and service．Methods By the retrospective method, 2 579 cases of the medical complaint data were selected from 2009 to 2013 in a Grade-A Hospital in Beijing. The analysis was performed on the complaint data, including the age and gender of complainants, sources, contents and chains of complain, resolving modes of complain, and the profession of respondents. Results The medical complaint rate is lower than 2.9 /10000 from 2009 to 2013. The number of complaints to outpatient （1 861, 72.2%）, doctor （1 501, 58.2%） and service attitude （690, 26.8%） is the most. And the top 2 complaint departments are surgery and obstetrics/gynecology. In medical complaint resolution, negotiation is the major mode （2 449, 95.0%）. Conclusion The medical complaint rate is stable in the Grade-A Hospital in Beijing. The service attitude should be further improved and more attention should be paid to the surgery and obstetrics/gynecology.

关 键 词：医疗投诉 医疗纠纷 原因 对策 

分 类 号：R197.323[医药卫生—卫生事业管理]