新医改背景下医院投诉的原因分析及对策研究  

Reasons for Hospital Complaints Under the Background of New Medical Reform and Countermeasures

作　　者：孙芬 SUN Fen(General Conduct Construction Office,Affiliated Hospital of Xuzhou Medical College,Xuzhou Jiangsu 221000,China)

机构地区：[1]徐州医科大学附属医院行风建设办公室

出　　处：《中国卫生标准管理》2019年第18期28-31,共4页China Health Standard Management

摘　　要：目的分析医院医疗服务投诉的原因并分析出对策,以减少医疗服务投诉,提高患者满意度。方法通过回顾性分析医院2015年1月—2018年10月收到的医疗服务投诉,并对患者一般信息,投诉时间,投诉原因,被投诉科室,被投诉人员,投诉解决方式等内容进行统计分析,在查阅文献及结合本院实际情况的基础上,分析医疗服务投诉存在的原因,并提出相应的对策。结果通过分析发现,医疗服务投诉的主要原因有医疗服务投诉相关制度落实不到位、医疗资源分布不均、患者心理落差较大、医护人员服务意识淡薄、费用解释不清、专业技能水平有待提升,分别提出完善医疗服务投诉处理的相关制度,并督促制度落实情况;引导分级诊治;建立预约诊疗平台,加强预检分诊等;加强医患间的沟通;及时告知患者相关费用情况;加强医务人员的素质教育和专业技能水平的培训。结论通过分析医疗服务投诉原因,积极反馈整改,有利于提高医疗服务质量和患者满意度。Objective To analyze the causes of medical service complaints in hospitals and find out the countermeasures to reduce medical service complaints and improve patient satisfaction.Methods By retrospective analysis of medical service complaints received by hospitals from January 2015 to October 2018,and statistical analysis of patients'general information,complaint time,complaint reasons,complaint departments,complained persons,complaint resolution methods and so on,the reasons for medical service complaints were analyzed on the basis of literature review and the actual situation of our hospital,and the relevant facts and corresponding countermeasures were put forward.Results Through the analysis,we found that the main causes of medical service complaints were imperfect medical service complaints related system,uneven distribution of medical resources,large psychological gap of patients,weak service awareness of medical staff,unclear cost explanation,and the level of professional skills to be improved.We proposed to improve the relevant system of medical service complaints processing,and urged the implementation of the system,and establishment of appointment diagnosis and treatment platform,strengthening pre-examination and triage;strengthening communication between doctors and patients;timely informing patients of related costs;strengthening quality education and professional skills training of medical staff.Conclusion By analyzing the causes of medical service complaints and giving positive feedback to rectification,we can improve the quality of medical service and patients'satisfaction.

关 键 词：医疗服务投诉 原因 对策 医患关系 医疗服务质量 反馈整改 

分 类 号：R197[医药卫生—卫生事业管理]