门诊投诉原因分析及对策研究  

Causes analysis and countermeasure research of outpatient complaints

作　　者：王亚楠[1] 李平[1] 欧文斌[1] 叶苓[1] 胡玉洁[1] 

机构地区：[1]空军总医院门诊部,北京100142

出　　处：《中国医药导报》2016年第35期54-57,共4页China Medical Herald

基　　金：空军总医院面上项目(kz2013024)

摘　　要：目的分析医院门诊患者常见投诉原因，并提出针对性对策，以提高医院门诊服务质量。方法收集整理2013年8月～2016年8月北京某军队医院门诊办公室记录的患者投诉资料，筛除无效投诉后，最终共计382例．对人选资料进行统计处理与回顾性分析。结果382例投诉中，对临床科室投诉比例最高，占投诉科室的46．6％：在人员方面，对护士投诉最多，投诉率为43．06％，其次是对医生的投诉，投诉率为34．52％：在投诉原因方面，对门诊人员服务态度投诉居首位，占总投诉原因的39．79％，其次为医院流程投诉，而涉及医疗技术问题的投诉较少：经医院相关部门处理，投诉患者满意率达99％以上。结论医院应重视门诊投诉原因，及时制订合理可行的管理对策，加强门诊服务建设，优化就诊流程，改善服务人员工作态度，增强服务意识，以提高医疗服务质量，营造和谐医疗服务氛同。Objective To analyze the causes of common complaints in hospital outpatient department, and put forward the counter measures to improve the hospital outpatient service qua]ity. Methods Complete records of outpatient com- plaints from August 2013 to August 2016 in one Beijing army hospital were collected. After deleted unreasonable com- plaint, 382 cases were left. Retrospection analysis and statistical calculation were used. Results In 382 cases, com- plaints of clinical departments had the highest proportion, accounted for 46.6%. In personnel aspects, the nurse had the highest rate of complaints, accounted for 43.06%, then followed by doctors＇ complaints, accounted for 34.52%. In as- pects of complaint reasons, the complaint of clinic staff service attitude ranked the first place, accounted for 39.79%, followed by the hospital process, less complaint involving medical technology. By the relevant departments deal with complaints of patients, the satisfaction rate reached over 99%. Conclusion The hospital should pay attention to outpa- tient complaints, timely formulate reasonable and feasible management measures, strengthen construction of outpatient service, optimize treatment process, improve working attitude of service personnel, strength service consciousness, in or- der to improve the quality of medical services, construct harmonious atmosphere.

关 键 词：门诊管理 投诉原因 医疗质量 

分 类 号：R197.3[医药卫生—卫生事业管理]