综合医院住院患者非医源性投诉原因分析及应对措施探讨  

Analysis of Non-iatrogenic Complaint in General Hospital Inpatients and Its Preventive Measures

作　　者：李清 田芬莉 丁思勤[3] 王铎[3] 

机构地区：[1]兵器工业521医院科研质量处,西安710065 [2]西安医学院第二附属医院手术部 [3]西安医学院第二附属医院普外科

出　　处：《华西医学》2015年第7期1327-1330,共4页West China Medical Journal

摘　　要：目的探讨综合医院住院患者非医源性投诉的原因及防范措施。方法对2所三级医院2008年1月-2013年12月338例非医源性投诉进行分析研究。结果对服务态度不满和医患沟通不畅导致的投诉分别占86.1%、62.4%,对医院管理不到位的投诉占46.2%,非医源性投诉以医源性投诉形式表现的占20.1%;被投诉科室的前5名分别是急诊科、儿科、产科、骨科、心内科;在总投诉中急诊患者的投诉比例高于非急诊患者;住院时间超过2周的患者投诉比例高于住院时间不足2周的患者;高中以上文化程度的患者投诉比例高于初中及以下文化程度的患者;城镇患者的投诉比例高于农村患者;年龄<45岁患者的投诉比例高于年龄≥45岁的患者。结论临床工作中应重视和加强医患沟通,倡导人性化服务,树立以患者为中心的服务理念,尽可能地避免非医源性投诉。Objective To analyze the reasons for Non-iatrogenic Complaint in general hospital inpatients and its preventive measures.Methods We analyzed 338 cases of non-iatrogenic complaint from January 2008 to December 2013 in two tertiary hospitals.Results Complaint for poor service attitude of medical personnel and poor communication between doctors /nurses and patients accounted for 86.1 % and 62.4 % respectively.Complaint for poor hospital management accounted for 46.2 %.Non-iatrogenic complaint which appeared in the form of medical dispute complaint due to technical factors accounted for 20.1 %.The first five departments being complained were Emergency Department,Pediatrics Department,Obstetrics Department,Osteology Department,Cardiology Department,respectively.Among all complaint,the proportion of complaint from emergency patients exceeded that from non-emergency patients.The proportion of complaint from patients whose duration of hospitalization exceeded two weeks were much more than that from patients whose duration of hospitalization was less than two weeks.The proportion of complaint from patients whoes frequency of hospitalization within one year was more than two times exceeded that from patients whose frequency of hospitalization within one year was less than two times.The proportion of complaint from patients who earned their high school diploma exceeded that from patients who droped out of their high school.The proportion of complaint from town patients exceeded that from rural patients.The proportion of complaint from patients under 45 years old was more than that from patients ≥ 45.Conclusions More weight and strengthen should be placed on doctor-patient communication in clinical practice.Humane medical service deserve special emphasis and the patient-centered service idea should also be established,so that non-iatrogenic complaint may be reduced.

关 键 词：非医源性投诉 投诉原因 应对措施 

分 类 号：R197.323[医药卫生—卫生事业管理]