某医院969例医疗投诉事件原因分析与对策  

Reason analysis and countermeasures on 969 cases of medical complaints in a hospital

作　　者：褚建欣 慕媛 牛丽红[3] 冯俊敏[2] 韩晨光[4] 

机构地区：[1]天津市医药学(协)会管理办公室,天津300050 [2]天津中医药大学研究生院,天津300073 [3]武警后勤学院教育理论教研室,天津300309 [4]武警后勤学院附属医院,天津300162

出　　处：《武警后勤学院学报（医学版）》2015年第9期716-719,共4页Journal of Logistics University of PAP（Medical Sciences）

摘　　要：【目的】分析医疗投诉事件的成因并提出医疗安全管理对策。【方法】回顾性分析某医院2002-2013年969例医疗投诉事件的科室分布特征和产生原因;采用德尔菲法,对导致患方投诉的主要医方原因进行权重分析。【结果】外科系统属于高风险科室,投诉率(40.97%)居首位;969例医疗投诉事件中,有718例系医方原因所致(74.10%),其中诊疗能力不足、服务态度差、医药费用问题、医患沟通不到位、责任意识差是主要的医方原因,患方主要原因则包括误解、不合理诉求、对治疗效果的期望值过高以及无法接受病情急速恶化事实等。【结论】建立医疗安全监测与处理反馈系统,形成医疗风险评估→预警→干预的有效运转机制,并不断完善医疗缺陷管理措施,对于有效降低医疗投诉事件和医疗纠纷具有重要意义。【Objective】To analyze the reasons of medical complaints and propose the countermeasures for medical safe management.【Methods】A retrospective survey was carried on to analyze the department distribution and causes of 969 medical complaints in a hospital from 2002 to 2013 and explain the causes of the doctors＇ responsibility for medical complaints by Delphi method.【Results】Surgical department was of high risk and had a top complaint rate（40.97%）. In 969 cases of medical complaints, 718 accidents were caused by doctors（74.1%）, including doctors＇ poor medical ability, bad service attitude, high medical expense, unsmooth communication and poor responsibility consciousness; while the patients＇ causes included misunderstanding, irrational requirement, extra-expectation for the medical effect and extreme mood of the unacceptable drastic turn for the worse.【Conclusion】It is of great significance in reducing medical complaints and disputes that we should establish a safe monitoring and feedback system, operate a risk evaluating→early warning→interfering mechanism and improve the medical defect management.

关 键 词：医疗投诉 医疗安全 内涵建设 预警 缺陷管理 

分 类 号：R197.323.4[医药卫生—卫生事业管理]