门诊投诉分析及对策研究  

Outpatient Complaint Analysis and Countermeasure Research

作　　者：刘婷[1] 祖晨曦[1] 王辉[1] 陶慧 LIU Ting;ZU Chen-xi;WANG Hui;TAO Hui(Outpatient Office,the Third Affiliated Hospital of Sun Yat-sen University,Guangzhou 510000,Guangdong,China)

机构地区：[1]中山大学附属第三医院门诊办公室,广东广州510000

出　　处：《医学信息》2019年第3期145-147,共3页Journal of Medical Information

摘　　要：目的将某综合医院2017年200例门诊投诉进行汇总,根据门诊投诉现状分析门诊投诉分类及原因并提出减少投诉的途径。方法采用回顾法对我院2017年1月1日～12月31日整年的投诉进行分析,主要包括投诉内容、投诉主体、投诉科室占比。结果在投诉类型中,投诉占比居前3位的为服务态度57例(28.50%),门诊流程35例(17.50%),医患沟通32例(16.00%)。在人员方面,投诉量居首位的是医生124例(62.00%)。在科室方面,投诉量最多的科室为皮肤科(8.00%)、放射科(7.50%)、口腔科(6.50%)。结论根据门诊投诉现状及原因,提出践行患者至上的价值观,建立良好的沟通渠道,定期召开门诊医务人员动员会,优化门诊服务流程。Objective To summarize the 200 outpatient complaints in a general hospital in 2017,analyze the classification and causes of outpatient complaints based on the status of outpatient complaints,and propose ways to reduce complaints.Methods The retrospective method was used to analyze the complaints of our hospital from January 1 to December 31,2017,mainly including the content of complaints,the main body of complaints,and the proportion of complaints departments.Results Among the complaint types,57 cases(28.50%)were service attitudes,35 cases(17.50%)were outpatients,and 32 cases(16.00%)were communicated between doctors and patients.In terms of personnel,the number of complaints was the highest among 124 doctors(62.00%).In terms of departments,the departments with the most complaints were dermatology(8.00%),radiology(7.50%),and stomatology(6.50%).Conclusion According to the current situation and reasons of outpatient complaints,it puts forward the values of practicing the supremacy of patients,establishes good communication channels,and regularly convene outpatient medical staff mobilization meetings to optimize the outpatient service process.

关 键 词：门诊 医疗投诉 对策 

分 类 号：R197.323[医药卫生—卫生事业管理]