儿童专科医院门急诊投诉原因分析及对策  

Study on Complaint Causes and Countermeasures of Children's Hospital

作　　者：唐燕[1] 奚益群[1] 李锦康[1] 孙静敏[1] 

机构地区：[1]上海市儿童医院门急诊管理办公室,上海200062

出　　处：《中国社会医学杂志》2017年第6期630-633,共4页Chinese Journal of Social Medicine

基　　金：上海市卫生与计划生育委员会科研项目(2015HP041)

摘　　要：目的分析儿童专科医院门急诊投诉的原因,探讨改善就医体验、减少投诉的有效举措。方法依据马斯洛需求理论,对某三级甲等儿童专科医院2013—2015年的713件门急诊投诉进行回顾性分析,采用SPSS 19.0统计软件进行统计。结果 713件投诉中,80.22%的投诉对象是医院工作人员,投诉服务态度的最多,有213件,其次为投诉医疗质量有118件;63.39%的投诉医院无明显过错和责任,属无效投诉,其中,医疗质量的无效投诉率最高,为82.20%,其次为诊疗环境77.42%。结论医院应依托信息化建设,搭建多元化的健康宣教平台,优化门急诊就医流程,注重提升医护人员的沟通能力,并打破现有的投诉处理模式,发挥门急诊服务体系内每个工作岗位的作用,及时响应和解决投诉,以满足患儿及家长的不同需求。Objectives To analyze the complaints occurred in outpatient and emergency of children＇s hospitals and explore the effective measures to reduce complaints.Methods This article analyzed 713 cases from 2013-2015 in one of third class A children＇s hospitals,according to Maslow＇s hierarchy of needs.And the SPSS 19.0 software was used.Results Among 713 complaints,80.22% complaint objects were hospital staff,and there were 213 complaints about service attitude and 118 complaints about medical quality.63.39% were invalid complaints,the invalid complaint rate of medical quality was the highest,which was 82.20%.And the second was medical environment,which was 77.42%.The doctor-patient communication,waiting time and treatment effect did not reach the expectation were main reasons for invalid complaints.Conclusions Hospitals should build diversified health education platform,optimize medical treatment processes,relying on information construction,and improve the capacity of medical communication,break the existing complaint processing mode to improve the response of the complaint handling by mobilizing the role of each job in the outpatient and emergency service system.

关 键 词：儿童专科医院 门急诊 投诉 原因 

分 类 号：TU246.184[建筑科学—建筑设计及理论] R197.32[医药卫生—卫生事业管理]