门诊投诉原因分析及对策研究  

CAUSES OF OUTPATIENT COMPLAINTS AND THE COUNTERMEASURES

作　　者：李素霞[1] 刘小英[1] 杨怀中[1] 黄晓兰[1] 

机构地区：[1]中国中医科学院西苑医院门诊部,北京100091

出　　处：《现代医院》2015年第11期84-87,共4页Modern Hospitals

基　　金：中国中医科学院苗圃基金(编号:XYKY-MP(2013)-50)

摘　　要：目的 通过对两组患者投诉原因分析,探讨相应对策,以减少门诊患者投诉,提高服务质量和患者就医满意度。方法 对西苑医院2014年1月~6月年门诊接待处理的171例患者投诉进行统计分析,实施相应对策。结果 2014年1月~6月门诊量885 886人次,门诊部接待投诉171例,2015年1月~6月门诊量945 787人次。门诊部共接待投诉108例,同期相比减少63例,投诉例数下降36.8%。投诉率由0.019 3%下降到0.011 4%。经2检验,P〈0.000 1。结论 通过门诊投诉数据分析,制定相应对策整改,对提高医院管理水平、提升医院服务能力、促进医患关系和谐发展具有重要意义。Objective To explore the corresponding countermeasures to reach the purpose of reducing the patient＇s complaints and improving service quality and patient satisfaction through the analysis of the two groups‘ patients＇ complaints. Methods We quantitatively analyzed 171 cases of patients in Xiyuan Hospital from January to June in 2014, and implemented the corresponding countermeasures. Results In the first 6 months of 2014, the outpatient service were provided for 885 886 people in total, 171 of them complaining and in the first 6 months of 2015, 945 787 patients were served and 108 of them complained, taking up 36.8% , the cases of complaints reduced by 63 ones compared to the same time last year. The complaining rate dropped from 0. 019 3% to 0.011 4%. （Z2 test, P 〈 0. 000 1 ）. Conclusion According to the analysis of complaining records, the countermeasures are made to improve the management level and service ability, and to promote the harmonious development of the doctor - patient relationship.

关 键 词：门诊 投诉原因分析 对策 医院管理 

分 类 号：R197.32[医药卫生—卫生事业管理]