风险管理在防范门急诊医疗纠纷及投诉中的作用分析  

Analysis the role of risk management in preventing medical disputes and complaints in outpatient and emergency departments

作　　者：陆长斌 迟辉[1] 韩清萍[1] LU Chang-bin;CHI Hui;HAN Qing-ping(Department of Petition Letter and Public Security,Zhongshan Hospital Affiliated to Dalian University,Liaoning Province,Dalian 116001,China)

机构地区：[1]大连大学附属中山医院信访治安部,辽宁大连116001

出　　处：《中国当代医药》2018年第27期140-142,共3页China Modern Medicine

摘　　要：目的分析风险管理在防范门急诊医疗纠纷及投诉中的作用。方法收集大连大学附属中山医院2012～2017年门急诊科室数据资料,其中门急诊科室2012～2014年未实施风险管理,2015～2017年实施风险管理,回顾性分析2012～2017年每个年度发生的医疗纠纷及投诉发生率。结果 2012～2014年共发生医疗纠纷及投诉分别为138、121、116例,占比分别为0.016%、0.013%、0.011%;2015～2017年共发生医疗纠纷及投诉分别为67、52、37例,占比分别为0.006%、0.004%、0.002%,2015～2017年医疗纠纷及投诉总发生率较2012～2014年明显降低(P<0.05)。结论风险管理在防范门急诊医疗纠纷及投诉中的作用显著,在推进医疗风险管理和控制方面具有前瞻性的积极意义,值得借鉴。Objective To analyze the role of risk management in preventing medical disputes and complaints in outpa- tient and emergency departments. Methods Data of outpatient and emergency departments of Zhongshan Hospital Affil- iated to Dalian University from 2012 to 2017 were collected, risk management was not implemented in outpatient and emergency departments from 2012 to 2014, and risk management was implemented from 2015 to 2017, a retrospective comparative analysis was made on the incidence of medical disputes and complaints in each year in 2012-2017. Re- sults From 2012 to 2014, 138, 121 and 116 medical disputes and complaints occurred, accounting for 0.016%, 0.013% and 0.011% respectively; from 2015 to 2017, 67, 52 and 37 medical disputes and complaints occurred, accounting for 0.006%, 0.004% and 0.002% respectively. The total incidence of medical disputes and complaints in 2015-2017 was significantly lower than that in 2012-2014 （P〈0.05）. Conclusion Risk management plays a significant role in prevent- ing outpatient and emergency medical disputes and complaints, and has a forward-looking positive significance in pro- rooting medical risk management and control, which is worth learning.

关 键 词：风险管理 急诊 医疗纠纷 投诉 

分 类 号：R19[医药卫生—卫生事业管理]